customer service Archives - The Marketing Spot

Creating Magic Moments That Spark Word of Mouth

Written on January 2, 2012 by Jay Ehret in Customer Experience, customer service, word of mouth

You understand the value of word of mouth. It’s free advertising and it’s powerful advertising because it’s unbiased advertising. But do you understand how to get more of it? The answer is magic, specifically magic moments.

My first article for the Washington Post was recently published and it has more on how to create magic moments that spark word of mouth for your business. In the article I explain how to create conversational specifics that create the magic moments, sparking unpaid evangelism by your customers.

You can read the full Washington Post article here:

Link: Creating magic moments for customers

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You Are the Customer

Written on October 9, 2011 by Jay Ehret in books, customer service

7 Customer Service Attitudes You Should Adopt Gleaned from Paul Hawken’s classic book: Growing a Business 1. Have a conviction instead of a credo. “The customer is always right.” ”The customer comes first.” ”Stay close to the customer.” Hawken says: “The motto on the wall will have meaning only if it is truly the conviction

Great Customer Service: Anticipation vs. Reaction

Written on May 3, 2011 by Jay Ehret in customer service

Companies are often lauded for their good customer service because of the way they handle situations after something goes wrong. Deservedly so. The better way is to minimize those reactions with anticipation. The difference between good customer service and great customer service is the difference between reactionary customer service and anticipatory customer service. What can,

What is Great Customer Service?

Written on June 14, 2010 by Jay Ehret in customer service

Customer service is the manner in which the product or service is delivered to the customer. Most people would probably agree with the generic definition of good customer service: prompt and courteous attention delivered by smiling, friendly employees. But is it? And what if a business wants to kick it up a notch? What is

Changing Customer Service That Sucks

Written on December 23, 2009 by Jay Ehret in customer satisfaction, customer service

Customer service will matter this year. That’s because customer service sucks right now. And it starts with your employees. Or rather, how you start your employees. Your employees are stewards of the customer’s experience. Right now, they are delivering the customer service that sucks. So it would be easy to blame them. A business owner

The Sorry State of Customer Service in America

Written on November 12, 2009 by Jay Ehret in customer service, marketing, word of mouth

And why that’s good news for you. Since my return from the Global Golf Marketing Conference in Seoul Korea last week, I have been keenly tuned in to the pathetic customer service we deliver in America. I have no scientific data or statistics to back this up. The following is my opinion (or rant), but

>The Nice Habit that Costs You Customers and Your Identity

Written on August 12, 2009 by Jay Ehret in brand identity, customer service

> You’re not in business to be nice, you’re there to do the best thing for your customers. Sometimes business owners get those two things confused. And It can cost you business, or worse, it can cost you your identity. Let me illustrate. I’m a marketing consultant, that means people pay me for my advice

What Consumers Choose: Price or Service?

Written on August 8, 2009 by Jay Ehret in Customer Experience, customer service, price

Bruce Temkin at Forrester Research recently compared price seekers and service seekers based on data from a published a research report called Who Wants Low Prices Or Good Customer Service? He found that: Most consumers say that both low prices and good customer service are important. The second largest segment of consumers say they seek

>Twitter Service vs. Real Customer Service

Written on May 28, 2009 by Jay Ehret in customer service, Twitter

> I define real customer service as getting the help you need, when you need it, without any hassle. Using that definition, you’ve probably rarely received real customers service. It’s so rare, in fact, when it happens, you rave about it to all your friends. There is a new type of service on the rise:

Category Archives: customer service

Link: Creating magic moments for customers