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 […]
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 […]
Stop Letting Your Customers Talk to Strangers
Are you a self-starter with an eye for detail, a passion for great customer service and unresolved hostility issues? Have I got a job for you. In our final look at the miserable set of misaligned processes and emotionally empty engagements that pass for customer experience management, it’s time we define a customer communications function once […]
Marketing Automation, Meet Customer Communication
Thank you to all who wrote and tweeted your deep concern for my emotional well-being following last week’s post. I can assure you I’m quite well and the post was less rant and more dramatic set-up for this week’s missive. Judging by some of your comments, over-communication with customers has struck a cringingly familiar chord. […]
The End of Valued Customers
Dear Valued Supplier, Thank you for your quarterly newsletter. It showed up in my email just yesterday, minutes after the monthly statement, and not long before the important reminder about the scheduled maintenance you’re doing this weekend. The daily reminders about your annual conference are also arriving without delay, and I am pleased to report […]
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