The bottom line is, people are not willing to be cuckold again, and so they are very, very reluctant to trust, particularly those same companies that hurt them. One can hardly blame them (us). So here's my prescription for restoring a healthy relationship between businesses and the public.
Marketing has never been about magic; neither is social media. Just because you start a blog, that doesn't mean that anyone knows or cares about it. You can tweet all day long, but if no one knows you are tweeting, what good does it do?
Do you believe me? Take a look at the experiences the following companies had after brushing off, or completely ignoring their blunders. Events that might have remained secret 20 years ago were quickly seen and commented on by millions.
My involvement in CL management ended well over ten years ago, and you need to look elsewhere for a CL spokesman. Getting perceived as spokesman, though, is a big pain in the butt, with no solution. The more I do, more in backchannels, the less I talk about it.
Rich Gallagher's advice applies not only to customers but to everyone else you cross paths with. Rich's new book is The Customer Service Survival Kit, but I think it's misnamed. The Relationship Survival Kit is more like it, in my opinion.
Being in business means more than just selling your services or goods. In 2013, being in business means selling, monitoring, engaging, social sharing, online reviewing, reputation managing, generating, and -- most importantly -- listening.
Today, social media has enabled a level of customer centricity that goes way beyond what anyone could have ever imagined. It's time for business to make the next great shift. To compete in this new world requires you to experience the full benefits of social media.
The trick was simple, but it worked. By invoking cheesecake, we were reminded to take a step back and act from a place of calm, not agitation. And the results? Remarkable: happier clients, and two much more relaxed ladies.
If you are not sure if your culture strives to wow customers, then rest assured it is not. It is never too late to change your culture and values. But the longer you wait, the harder it is to reverse the trend.
'Customer service -- May I help you?' We all long to hear those words, but more often than not when you call customer service you become trapped in the abyss of telephone hell -- a maze of automated systems, on-hold extended silences and frustrating pathways.
At any moment, an unhappy customer can share their opinion with the masses through social media and the web, negatively affecting your business. That's why it's important to create an excellent experience for your customers to help develop your company's relationship with them.
The salesperson said, "We will only discuss price in person." Their unwillingness to share any pricing information raised a red flag. Was their pricing so offensive that they could not share it? Did they not have consistent pricing? Did they not price their meats by the pound?
With age comes wisdom, or so we're told. The truth is, all of us can learn a lot from children -- and that goes double for CEOs. Experience counts for a lot, but so does a simple way of thinking, uncluttered problem-solving, and even basic, sensible kindness.
I ask you, restaurant operators, do you use second- or third-string players on slow nights, hoping they won't mess up too much? If so, how do you avoid major missteps? And readers, do you sense you're dealing with second stringers on slow nights?