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In his recent book Enchantment: The Art of Changing Hearts, Minds, and Actions, Guy Kawasaki offers a simple customer service tip that has the potential to improve customer service immediately - “Default to yes." Read More

If you need effective advertising copy, you’re probably thinking of hiring a professional writer. Yet Barry Feldman, a top advertising copywriter, offers different advice in a recent blog post. Here’s his copywriting tip, which I think is worth taking to heart.
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“Stop Trying to Delight Your Customers,” a downloadable article, is available online from the Harvard Business Review. The study contains eye-opening case studies about companies that have dramatically improved service by anticipating customer’s next problems and solving them on the first call.
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When Ken Sims founded The Sims Plumbing Company in 2005 and started looking for customers, he immediately put an ad in the Des Moines, Iowa, Yellow Pages. Let's find out where he is spending his marketing dollars now. Read More

I learn something from every marketing email that arrives in my inbox. Sometimes I find a clever new tweak or feature. At other times, I see areas for improvement, or outright miscues. But those emails always serve as a marketing laboratory for me, and I believe they can for you too.
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If you’re spending marketing dollars to place ads on other companies’ websites, here is some sobering news. According to a new survey conducted by Warc, a company that monitors advertising trends, 31% of all online ads are “never seen” by website visitors. Read More

The customer service representative was almost certain that the keyboard was not plugged into the back of the computer. However, he didn’t ask whether the keyboard was plugged in, because that question could have insulted the caller. Are great customer service representatives like that born or made Read More

Shoeless Joe’s Limited, a Canadian restaurant chain that opened its first location in 1985, started making plans back in 2008 to open new locations in Toronto and other locales. But first, management wanted to find out how those plans would sit with Shoeless Joe’s current customers.
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Today I will be writing about BrewDog, a brewery in Scotland that has applied some very unusual approaches to building its brand and standing out from other beer makers. Let me state up front that some of the concepts and words that BrewDog uses are politically incorrect.
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A well-crafted space ad remains one of the most effective ways to get new customers to pick up the phone and call you, visit your website, or look for your products at retail locations.
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