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In mid-2012, most customer service is still being delivered this way. A customer has a question and calls your call center. Your representative helps. The customer hangs up and your rep waits for someone else to call. That is all about to change. Read More

“The Social Sales Revolution: 7 Steps to Get Ahead,” a free new white paper* from SalesForce.com, offers some excellent pointers on how to use social media to identify prospects and sell more. I’d urge you to spend some time with this report. Here’s a quick summary. Read More

I don’t know if you have noticed it too, but some companies have decided to live with email distribution lists that contain a lot of bad addresses. Somehow, it has gotten easier for them to keep sending out emails to “dirty” lists than it is to eliminate bad addresses.
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Here’s a copywriting suggestion for Labor Day. Why not tell stories about how hard your company and your employees work? There are few better ways to build your brand, win new customers, and remind your current clients why they love doing business with you.
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Chances are that you are already working hard to make your customer service experience smooth and speedy. But are you trying to make it consistent too? Inconsistency can drive your customers to distraction. Here are a few examples of what can go wrong. Read More

There’s a lot more to customer profiling than simply knowing who your customers are. If you visit the website of the National Coffee Association (NCA), you will discover that this trade organization is asking great questions about how and when people drink coffee.
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The recent Olympic Games were not only a display of athletic prowess. They were a showcase of national pride too. That got me thinking about how nationalism can best be used as a theme in brand-building and copywriting. Over the years, here are some brands that have played the country card well. Read More

Is social media really the most powerful marketing tool available? Perhaps not, according to “5 Reasons Email Marketing Crushes Social Media Marketing for B2B,” a post on the KissMetrics blog. Read More

An entrepreneur named Jill Cartwright started a company called Go GaGa and began selling products to young parents. One product was a fashionable diaper bag. She discovered that her diaper bags were also being bought by commuters, photographers, and even bird watchers.
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Summer is vacation time, and everyone on your staff deserves a break. Yet when your people are away from their desks, some preventable customer service glitches tend to crop up.
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