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Buyers of Lexus cars have come to expect one of the best customer-service experiences in the automotive industry. To keep that service top-notch, Lexus is creating two new customer-service positions that will be introduced at 232 U.S. dealerships starting this month.
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Most copy writers believe that adverbs only water down the strength of ad copy. “Call us really soon to place an order,” for example, is a call to action that has no energy at all. All you have to do is cross out the adverb “really,” and it gets a lot stronger.
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Toll Brothers Inc., a leading builder of luxury homes, was one of a handful of home builders that remained profitable in the housing crisis of the late 1980s. Part of the company’s resilience can be traced to many wise decisions made over the years by the brothers who founded the company in 1967. Read More

When I speak with customer service representatives, I can always sense pretty quickly if they are energetic, attentive, positive, and engaged. I am sure you can tell too, and that you too are more likely to do business with companies where representatives are upbeat.
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Have you noticed that email newsletters seem to get less interesting over time? You sign up for one because the content seems to be compelling or useful. When the first few emails arrive, you open and read them. But then a tipping point comes when you wonder whether you should open them.
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If you operate a call center, you already know that it can cost $3,000 or more to train each of your phone representatives. Turnover can be exceptionally high if you are hiring members of Generation Y – young adults between the ages of about 18 and 28. Read More

Have you put social networking buttons on your company website? If not, you could be missing out on a chance to spread the word about your company, your products, and your services.
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“We Bring Good Things to Life,” a slogan that GE used for more than 20 years, was everything that a good company slogan should be. It communicated a company value that mattered to customers. It was memorable. It worked for a full range of products. It worked in print ads, radio ads, and more. Read More

A new study conducted by Crain’s BtoB Magazine and a marketing company called Bizo offers some food for thought. The survey polled 326 B2B marketing executives at companies across the U.S. and found that although email is their top marketing choice, its full potential has not been reached.
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Kristi Fox, Second Vice President of Group Client Relationships at Minnesota Life, recently shared her views on top customer service in an interview for the Dave Stein blog. “We’re good, but we’re also human,” she said. “If we mess up, we fess up..."
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