September 22 marked the first day of fall for 2016. As of today, there are 109 days remaining until 2017. What are you going to do with them?
The answer to this question can vary depending on the type of organization you have. So, let’s look at the most common denominators. Continue reading
You want your customers to like your products and/or services, right? If they like your biz/organization, they’ll likely come back.
For the past umpteen years, customer experience professionals (including me) have been advising businesses and organizations to “delight” their customers. Just do a Google search for “delight your customers” and you’ll discover articles, posts, books, and more.
In my book, Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success, I describe what superlative service is, and yes, the word “delight” is there:
“Exceptional service is when your business “blows customers away” by going above and beyond their expectations. In order to achieve this superlative, you and your employees do the following: Continue reading
What the heck is “social listening?” Another marketing buzzword?
Well yes, it is! Ya gotta love marketing for all its new fangled terms and phrases that creep into our vocabulary.
I was a Tweetchat guest last week, so the subject is top of mind for me. Here’s my definition:
Social listening is monitoring and/or responding to what others say about your organization, brand, or people online.”
Basically, it’s brand reputation management, customer service, and marketing research rolled into one.
Some experts say that social media listening is equivalent to social media monitoring, while others disagree. According to author, speaker, and marketing guru, Jason Falls, there are different definitions for these terms although he claims that neither is 100% accurate.
Jason Falls’ Definition of Social Media Monitoring:
Have you ever experienced such consistently bad service from the same organization that you feel compelled to scream? Now, I don’t mean a simple shout of frustration. I mean a scream like a B actress in a horror movie!
This week, I had one of those moments.
About two years ago, the privately run medical office where my doctor worked was bought out by a local health network that operates “six acute care hospitals, two emergency centers, two urgent care centers, a physician medical group with 13 offices, two health plans, and several service-specific institutes and centers.”
It went downhill thereafter. Continue reading