It’s a little bit weird to be sitting on a plane, reading a rant about the airline that is, at that moment, scooting you home. I quite enjoyed my Air Canada experience that night. Scott Stratten, not so much. He is mad at Air Canada. He is also mad at the following: Zellers (RIP), Best […]
Why Your Contact Page is Terrible
Last week we lamented the deplorable state of most About Us pages. This week, it’s time to pick on everyone’s least favourite page, Contact Us. Marketers, pay attention here: I know you went and found that swell stock photo of tin cans and string. I know you came up with the perky “We’d love to […]
Your About Us Page Isn’t About You
What’s on your About Us page? I’ll bet you don’t even know. When was the last time you looked at it? Did you get the summer student to write it eight years ago? Did you put that fun 5,000 word history of the company commissioned three CEOs ago? God help us, you didn’t put your […]
It's Time to Kill Off Your Dreary Customer Reference Program
Gentle friends, we have spent a great deal of time over the years discussing the generally terrible way we approach almost everything to do with our customers. From the Customer Abuse departments to the save gates to Being Creepy to the ineffective measurement of misery, we have generally come up lacking, both on the B2B and B2C […]
Border Collies are Loyal; Customers are Satisfied
Here we are at the Loyalty phase of our Journey of Unreciprocated Love. This is the Unreciprocated Love part. Last week we talked about why we need to focus on the very end of the race, lest we be dazzled by the finish line and pipped by a competitor. Let’s imagine we managed to get […]
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