Category Archives: Customer Service

The Ultimate Customer Service Pays Off

Returning an item to a store or online retailer is typically a non-event and not something most of us bother to talk about. But a recent return attempt to Zulily proved to be quite the opposite. One call to Zulily’s … Continue reading

Posted in Branding, Customer Service, Fashion, Apparel, Social Responsibility and Philanthropy, Word of Mouth | Leave a comment

How To Win Your Fans Back After Adversity

We always talk about the marketing challenges and hurdles to “getting people to do the stuff you need them to do.” Well, after their recent outbreaks of E.Coli, Salmonella and norovirus, fast casual dining sensation, Chipotle Mexican Grill has one … Continue reading

Posted in Advertising, Branding, Controversy, Customer Service, Food Marketing, Health Marketing, Marketing Tactics, Social Responsibility and Philanthropy, Travel, Hospitality, Restaurants | Leave a comment

Branding Through Customer Service

Holiday season. Travel nightmares.  Everybody hating the airlines and each other. Right? A recent business trip showed me that it doesn’t have to be that way, and that brands can create a lasting impression (and loyalty) with just a little … Continue reading

Posted in Branding, Creative Thinking, Customer Service, Travel, Hospitality, Restaurants | Leave a comment

Maybe If It Carried My Bags to the Car?

Cool or creepy… or just plain scary if you are a Lowe’s associate. Lowe’s is testing multilingual robots just before the holidays to help out with customer service at one of its subsidiary hardware stores in San Jose, . The 5-foot-tall robots, … Continue reading

Posted in Controversy, Customer Service, Experiential Marketing, Hard Goods, Interactive & Mobile, Marketing Tactics, New Products, Technology | Leave a comment

Pedal Smarter.

Smart Phones. Smart Cars. Even Smart Refrigerators. So what’s next? How about a Smart Bike? Just how smart can a bike be? Very smart if you are in Copenhagen. The city to first jump on bike-share wave in the nineties … Continue reading

Posted in Creative Thinking, Customer Service, Experiential Marketing, Interactive & Mobile, International Marketing, Marketing Tactics, New Products, Technology | Leave a comment

Customer Still King.

Imagine a hotel that has so many effusively glowing reviews that it actually has jumped in rankings to the #1 spot in TripAdvisor’s review algorithm– for the country it resides in AND is ranked in the top 25 hotels in … Continue reading

Posted in Customer Feedback, Customer Service, Marketing Tactics, Social Media, Travel, Hospitality, Restaurants | Leave a comment

The Friendly Skies Again

The airline business is certainly pretty competitive, with everyone’s goal of being “on time” one of THE biggest contributing factors — to not only customer satisfaction, but to employee performance ratings as well.  And getting out on time is followed … Continue reading

Posted in Brand Equity, Customer Service, Marketing Tactics, Travel, Travel, Hospitality, Restaurants | Leave a comment