- Your Target Audience Just Got Bigger Thursday, 26 January 2023 9:05 am
- Sometimes Friday, 15 April 2022 7:58 am
- Who Pulled the Names? Friday, 4 December 2020 8:45 am
- Creating a Narrative… Thursday, 12 November 2020 7:45 am
- What are Your Principles? Wednesday, 19 August 2020 7:56 am
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Mark Pilipczuk's blog by Mark Pilipczuk is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
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Category Archives: Customer Care
Next week, as you’re doing your annual IT work for parents, in-laws, aunts and uncles, take a few minutes and talk about protecting privacy and improving their cybersecurity. This Motherboard article, recommended by Bruce Schneier, is a great place to … Continue reading
Thursday, 16 November 2017 8:38 am Comments Off on Thanksgiving Project: Security and Privacy
A Loyalty Program Retort: British Airways
“When you pass the football, three things can happen. Two of them are bad.” This quote has been attributed to Woody Hayes–probably incorrectly–Darrell Royal, Chuck Mills, and several other famous football coaches. It’s stuck with me over the years, particularly … Continue reading
Posted in Communications, Customer Care Tagged direct mail, Drayton Bird, Loyalty, Retention Comments Off on A Loyalty Program Retort: British Airways
I saw a post on LinkedIn today about the importance of doing combat with your competitors. That’s misguided and wrong. When you devote resources to something, you are by definition taking them away from something else. Every bit of time … Continue reading
Posted in Customer Care, Leadership, Organization, Philosophy, Product Development, Sales Tagged competition, leadership, product development, sales Comments Off on Competitors? Meh.
Nitrocellulose lacquer: the smell of customer service?
If you want to experience outstanding customer service in action, I suggest you visit Wildwood Guitars in Louisville, CO. I took a detour yesterday to visit the famous guitar emporium on a trip to Aspen and was greeted by Senior … Continue reading
Posted in Branding, Customer Care, Guitar, Marketing, Travel Tagged branding, Colorado, Customer Service, experience, guitar, travel, wildwood guitars Comments Off on Nitrocellulose lacquer: the smell of customer service?
One Weird CRM Trick From Budget
I just updated my Budget account profile, which only took a few moments. Now, according to this email, it’s going to take Budget up to another three days to update my profile with them. I have no idea what the … Continue reading
Posted in Customer Care Tagged Budget, CRM, email, marketing automation, PII, privacy Comments Off on One Weird CRM Trick From Budget
The Customer is Right. Usually.
Today Seth Godin clarifies Rule #1 by breaking it into two parts a. the customer is always right b. if that’s not true, it’s unlikely that this person will remain your customer. Part b reminds us that our products should never … Continue reading
Posted in Branding, Customer Care, Marketing, Product Development Tagged cancellation, Comcast, customer care, Customer Service, Seth Godin Comments Off on The Customer is Right. Usually.
Price-Driven Corporate Brutality?
The quest for the bottom line leads to brutality, says Seth Godin in today’s blog post. The race to the bottom, driven by price, causes people within companies to treat others with disregard of the Golden Rule. Outsourcing, treating customers … Continue reading
Posted in Customer Care, Leadership, Organization, Sales Tagged contempt, leadership skills, Pricing, sales, Seth Godin 1 Comment
Design Your Community
Andrew Chen reminds us this morning to design our community along with our product. This design, as design thinking teaches, should be thoughtful and iterative. The design should not be accidental. Because accidental design is what gets us a customer … Continue reading
Posted in Customer Care, Marketing, Organization, Philosophy Tagged customers, design, process, thinking Comments Off on Design Your Community
Verizon Faceplants on $2 Fee
I was puzzled by Verizon’s attempt to sneak in a $2 “convenience fee” for customers who pay online or via phone. Sure, it’s the end of the year and folks are distracted by the holidays, vacations and getting ready for … Continue reading
Posted in Communications, Customer Care, Predictions Tagged Customer Service, Fees, predictions, Pricing 1 Comment
“The Channel” to Nowhere
Why do you sell through distributors, resellers, VARs, or in other words, “the channel?” Is it worth your time building lots of infrastructure to manage the rules around distributing your product, dealing with channel conflict, commissions, “owning the customer” and … Continue reading
Posted in Customer Care, Organization, Product Development Tagged channel, distribution, product development, sales, strategy 3 Comments
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