Using Twitter to provide dynamic and responsive customer support.

Whatever your product or service, there will be times when things go wrong or expectations are not met and it is very important on these occasions to manage your relationship with the customer.  This is where good after sales care and customer support comes in.  They are just as key to your relationship with clients [...]

Putting the Customer Back in Customer Service

Let’s be honest. When is the last time you were honestly impressed by customer service you received? Today, it’s much more common to hear complaints about horrible phone exchanges, rude cashiers, and poorly informed sales staff than anything resembling good customer service. You don’t want that for your business. Customer loyalty is important; just ask [...]

Letting Your Staff Do the Marketing for You

Sometimes our best marketing assets are right under our noses, but we just don’t see them. That’s the case with your staff. Sure, they provide a good experience for your customers or clients and that’s important. But they can be a valuable asset in other ways, too. Upselling & Cross Selling Whether you run a [...]

Solving Your Customer’s Problems

Solve Your Customer’s Problems: “It is easier to sell a solution to a problem than to sell a positive benefit.” The word ‘Guerrilla’ has been traditionally used in conjunction with, and with special reference to ‘warfare’. ‘Guerrilla warfare’ is an irregular type of warfare which regularly entails conflicts involving small groups of fighters, often including [...]

Proving You Care

Proving You Care: “More companies will fail than success in business, and the ones that succeed are the ones that prove they care.” Proving we care the Guerrilla way, as we are all starting to realize; means using unconventional methods to achieve conventional business goals. This means instead of investing money in massive marketing campaigns, [...]

Make Your Business Convenient

Make Your Business Convenient: “Design your business to be customer-convenient and make your cash register ring.” In the words of Jay Conrad Levinson, “Guerrilla Marketing started out as a single volume and has since acted biblically by being fruitful and multiplying into a library of 58 volumes and counting”. We would call that pretty darn [...]

Guerrilla Marketing

Customer Reverence: “Always show reverence for your customers by constantly following up and assisting them.” In the USA alone, nearly 80% of all business is lost due to not following up after a sale. It is not high prices which cause this, nor even poor service – it is essentially apathy on the part of [...]

Three Tips for Using Twitter to Provide Superior Customer Service

Twitter Tuesday Tip of the Week: Provide “Real Time” Customer Service! People expect to be disappointed by customer service today, sadly that has been because too many businesses did not recognize the value of good customer support and a speedy reply and resolution. Unfortunately by the time they came to realize it, the damage had [...]

Five Reasons Why Twitter will ROCK Your Customer Service

Customer service has come to be synonymous with hour long waits on the phone to speak to an impersonal voice which may or may not give the customer any satisfaction. Now companies are using other names such as Customer Support. However, customer service doesn’t have to be about hour long waits on the phone and a disinterested voice at the other end or emails which are obviously form replies.

Contrast in Styles – The Evolution of the Starbucks Siren

Wednesday Small Business Bonus! A while back, I wrote about the GAP changing it’s logo and suffering a HUGE backlash online. What the GAP did was drop a bomb on their customers with no warning or no explanation. Why Should the GAP warn us? Just look at the backlash. With the advent of Social Media, [...]

Twitter Marketing

Twitter Tuesday Tip of the Week: Big Business Doing Big Things on Twitter Huge companies are finding Twitter the newest and sometimes fastest way to react to customer support, customer feedback and more. Although it is accepted that most companies will update with breaking company news and sales by tweeting it some big businesses are [...]

Case Study – Starbucks Customer Service

Here is your Small Business Thursday Tip of the Week: I have written before about the importance of providing excellent customer service and about the concept of fixing a mistake by over delivering. Here’s a great example courtesy of my favorite coffee spot – Starbucks. Imagine if you will… You pull off the road on [...]

No Waiting with Twitter Customer Response

Here is your Twitter Tuesday Tip of the Week: While social networking is certainly making a big impression with fans and marketers as a medium for hearing what consumers have to say, one company has gone a step further and intervenes when things go awry for their customers. Delta Airlines are not only using Twitter [...]

9 Customer Service Basics

We all know the story… it costs 5 times as much to bring in a new customer, than to keep an existing one. When people become your customer, they want to be loyal. So, why do they leave? Most of the time, they leave because of small oversights and lack of attention to plain, old [...]

The Power of Thank You!

Business evolves at such speed these days that we sometimes forget the power of common courtesies. Who has time for quaint little customs? Who has time for niceties when our competitors are rushing forward? I found this brilliant article at Microsoft.com about using “thank yous” as a way to actually gain an edge in the [...]