The über customer loyalty test

I blogged a while back about a post from Seth Godin about gauging the remarkableness of your customer’s experience by whether or not they wear your company’s t-shirt. Denise commented that “T-shirts are a great start. Then, once you’ve reached cult-like status, tattoos baby.”
Yesterday, I think I witnessed the uber-test of customer loyalty [...]

At least they’re honest…

I saw this picture over at This IS Broken and I had to share:

How not to conduct customer feedback

My wife and I are considering purchasing a new home. My wife is particularly drawn to a certain neighborhood so we quickly devised a plan to scout out this area. While searching the neighborhood, we stumbled upon a builder that has a wonderful product with many features that you might pay extra for someplace [...]

5 steps to effectively handling abusive customer e-mail

After recently reading a few posts about dealing with abusive customer e-mails, I would like to add my two cents worth:

Don’t take it personal. Sometimes people are much more abrasive via e-mail then they would ever be in person. If it helps, try to picture in your mind one of your worst days and [...]

Make ‘em smile

After a marathon couple of days at Disneyland, I was feeling a little run down. While trying something to find something that would breath new life back into my tired soul, I came across a bottle of Vitamin Water at the “cozy” Long Beach airport.
The product label is what really caught my [...]

Advertising: Is it the way great brands get to be great brands?

While perusing a magazine, I came across this ad about ads from the America Advertising Federation. The ad states:

“Enjoy Advertising”
“The secret formula, revealed.”
“Advertising. The way great brands get to be great brands.”

Do you buy this? I think this is the equivalent of telling someone:
“Look. If you want to find your sole mate, pour all [...]

The Persuaders

In light of the recent Aqua Teen Hunger Force guerrilla marketing effort gone wrong, now is a good time for all of us to watch the Frontline special called “The Persuaders”.
“In ‘The Persuaders,’ FRONTLINE explores how the cultures of marketing and advertising have come to influence not only what Americans buy, but also [...]

Drinking from the toilet

I am going to let you in on a little phobia of mine. Well, okay. I guess it’s not so much a fear as it is a matter of disgust.
Here it is…I can’t stand drinking from a drinking fountain near public restrooms. The bathroom odors (whether real or imagined) seem [...]