We’ve heard it before and we’ll hear it again. I’m sorry, I apologize. These empathetic statements are part of most customer service training programs.
Always apologize to customers when they complain. Oh, and sound like you actually mean it. In fact, practice making empathetic facial expressions in the mirror as you say it.
Saying sorry doesn’t cut it anymore. It’s just not enough. It’s a hollow rote response that’s bound to fail. Unless… Continue reading
Every once in a while, a TV spot or ad makes me laugh out loud. When it does, I remember it and may even share it.
That’s the case with this 2014 Suburu commercial that’s still in rotation. Its creativity and use of dogs makes it memorable and long lasting. (You know what they say about using kids and dogs, don’t you?)
According to Millward Brown, “Some form of humor is used in almost half of all TV advertising, where it often contributes to very effective ads. Humor can make ads more enjoyable, involving, and memorable.”
There’s a down side, however says the marketing and branding company. “If the humor distracts from branding and communication, … Continue reading
If you work or volunteer for a charitable organization, you may not know that the median donor retention rate in 2013 was only 43%. That means only 43% of donors who made a gift in 2012 did so again in 2013.
According to an article in The Chronicle of Philanthropy, based on The 2014 Fundraising Effectiveness Project report, “For every $100 in new donations the 3,576 groups in the survey received in 2013, they lost an average $92 from supporters who failed to give again and others who contributed less than they had previously.”
And, even though the retention rate represents a slight increase over the previous year, it is still a big red flag for charities. It reinforces my saying: