Are your business or nonprofit customers happy? Do they toot your horn and contribute to your revenue? If not, perhaps you need to analyze why.
According to a recent McKinsey article, consistency is the secret ingredient to making customers happy. Some of us may have suspected that might be true, but, how to get it right?
“Using a variety of channels and triggering more and more interactions with companies as they seek to meet discrete needs, customers create clusters of interactions that make their individual interactions less important than their cumulative experience.”
McKinsey’s most recent customer-experience survey found that individual experiences aren’t enough to excite customers and build their loyalty. Continue reading
Are you tracking and analyzing your organization’s social media efforts? If you are, you are in the majority. (Phew)
A January 2014 study by Demand Metric sponsored by NetBase (and reported by eMarketer) indicates that 61% of North American marketers have adopted social media analytics. So, the next question: how are these marketers using the analytic tools?
The top three answers are… Continue reading
If you think the print newsletter is dead, think again! I receive several every month and even though I don’t read them all thoroughly, I do scan them for items of interest. Plus, the senders are getting my top-of-mind attention, even for a few seconds or minutes.
With so many emails and spam overwhelming our inboxes, direct mail marketing is gaining more attention. According to a 2012 Epsilon study, 73% of U.S. consumers and 67% of Canadian consumers said they prefer direct mail for brand communications because they can read the information at their convenience. Additionally, 62% of Americans and 63% of Canadians said they enjoy checking the mailbox for postal mail.
Check out these other stats: Continue reading
Did you know that 2 billion people worldwide will be 60 years and older by 2050, according to the World Health Organization? That’s one in five people!
In the U.S., the number of Americans 55 and over will grow to 112 million in 2030, according to U.S. Census figures. And, while the aging population is growing in number, their spending power is growing too, as many have more time to shop and spend than their younger counterparts, says a new Nielsen study.
Now, take these facts into account, too:
- Businesses started by those ages 55 to 64 in 2013 accounted for nearly one-quarter of all new businesses started, according to the Kauffman Index of Entrepreneurial Activity.
- Three-quarters of U.S. adult workers in 2013 believed they will continue working past retirement age, with 40% saying they will do so because they want to, and 35% because they will have to, according to Gallup.
But, here’s the disconnect - Continue reading
If you’re like me, you are compelled to open every fortune cookie after a Chinese-food dinner – even if you don’t eat them. There’s something that draws us in, whether we believe in Confucius sayings and simple predictions or not.
A few months ago, one fortune cookie held my attention enough that it still sits on my desk today. And, it provides sound insight about writing. With Words Matter Week approaching (March 2-8), I think it’s apropos to share my fortune cookie’s contents.
“Four basic premises of writing,” it says. Continue reading
No, of course this isn’t a politically incorrect post. There’s real evidence that Hispanics are more social, more influential, and more impressionable online!
In fact, Hispanics in the U.S. are twice as likely to share content than non-Hispanics, with each user sharing 5 times more often! (The study defines a share as “the specific act of posting a piece of web content on a social channel, such as Facebook or Twitter.”)
Now, for the content categories Hispanics engage with, and consume, the most: Continue reading
Guest post by Robert Paris
Chris Hurn’s son was distraught. He had left his favorite stuffed giraffe “Joshie” in his hotel room during a recent stay at the Ritz-Carlton. Mr. Hurn, in an effort to placate his distressed son, assured him that Joshie had decided to stay a few extra days on vacation. Mr. Hurn then called the Ritz Carlton and related the story to the staff.
The dedicated employees of the hotel sprung into action. They photographed Joshie at the Ritz-Carlton in a series of activities that the stuffed giraffe was involved in – including lounging by the pool, working at a computer and receiving a spa treatment. They emailed the photos to Mr. Hurn’s son – reassuring the boy that Joshie was busy and having the time of his life.
Ritz-Carlton has a reputation of a company that consistently delivers an extraordinary experience to its customers. But such superior customer service doesn’t just happen. Continue reading