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The Customer Testimonial

September 21, 2010

The unsolicited customer testimonial is both social capital and brand equity. Two of the most valuable forms of capital, that while not economic, can be leveraged to achieve significant economic gains. Getting unsolicited customer testimonials It’s really easier than you think. When you are doing good work people will recognize that fact. All the testimonials [...]

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Flagrant Acts of Customer Service

August 24, 2010

Recently I observed two flagrant acts of customer service and was surprised how little each person did, in my opinion, to be amazing. In both cases the service providers did what they did on the fly with no prompting or script. It came from the heart. Free advertising. While listening to an afternoon drive radio [...]

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Customer Service Automation
Should Help All Involved

August 10, 2010

A self service customer portal should enable both the customer and the service provider to have a better customer service experience. Recently I’ve written about Time Warner Cable’s customer (dis)service (in my opinion) and Sprint’s exceptional customer service. Today I want to share my experience signing up for Medical College of Wisconsin’s (MCW) MyChart online [...]

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Marketing 101: Micro Campaigns Execution

July 28, 2010

Yesterday I discussed the strategy behind micro marketing campaigns. Today I’ll dig into the nuts and bolts of how I execute these events. Your tools and milage may vary but the concepts should be basically the same. So much for yesterday’s Why, here’s the How. Mining for contacts. For your first campaign, I recommend searching [...]

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Marketing 101: Micro Campaigns Strategy

July 27, 2010

For small businesses, staying in meaningful contact with your customers regularly can be a challenge. Equally challenging is finding recurring revenue streams to smooth out business downturns when they occur. Micro campaigns address both these issues. First, a definition. A micro campaign is a multi-touch campaign and reaches out to a small segment of your [...]

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Stop Thinking and Ship it Baby!

June 1, 2010

Last night while watching a mindless episode of tosh.0 with my family I grabbed my MacBook and wrote the previous post Watch Your Thoughts. It took about 20 minutes and about half my attention was devoted to writing the post. You don’t know what will resonate. I stopped thinking and started writing the post. I [...]

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Social Media and Customer Service

March 28, 2010

Recently I received this email from Matt Peters and it got me thinking… …when we strip away the technology and the tools (like twitter, facebook, 4square etc.) and look at the “social” part of the term “social media” – aren’t we really talking about really, excellent customer service? Maybe that’s the beauty of it – [...]

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