Do people say bad things about your company online? I mean really bad things? Ugly things? Hurtful things? Do they Tweet endlessly while they wait for your customer service line to pick up? Are you getting Epic Fail awards for your shipping challenges? Reading about your products a little too often on Facebook? That’s beach […]
Are Retention Departments Symptoms of Suckiness?
I have been thinking about retention departments lately. And I’ve decided they are the Emergency Rooms of the corporate world, where accounts in urgent need of repair wind up, usually in less-than-ideal circumstances. Like a real ER, there are countless ways our customers end up there. Sometimes years of neglect pile up and things begin […]
The Problem with Surveys is All Those Damn Questions
Have you ever met a marketer who didn’t just love surveys, feedback forms, focus groups and stuff like that? We love this stuff because it validates our often questionable contribution to the grander scheme and because it gives us reams of data we can stare at for months without actually doing anything.
Porcupines Part IV: A Jack Russell Betrayed
Final post on porcupines, I promise. We’ve reviewed the regrettable things marketers do to perfectly lovely people that make them angry, demanding and rude. First we can ignore them. If that doesn’t work, there’s always cornering them with unnecessary or unwanted stuff and today we discuss the big one: Betraying them. There are five ways […]
Porcupines Part III: Nobody Puts Bunny in a Corner
Still on about the porcupines and examining how marketers can turn perfectly lovely people (Bunnies) into angry, demanding, rude monsters that our customer service people have to shoot. Last post we looked at the role ignoring someone can play in shoving them over the edge. Today I want to look at the second thing we can […]
