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Ketty Colom's Blog – May 2013 Archive (4)

Customer Service Never Starts with the Customer

Employees will treat your customers EXACTLY the way you treat them. If your employees are well cared for, they will focus on being good to your customers.

customer service

This is why, according to Shep Hyken,  the secret to building a customer service culture is not to start focusing on customers, but rather employees. He says that great companies "hire the right people to fit into the culture. They train them both technically and on how to…

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Added by Ketty Colom on May 29, 2013 at 7:37am — No Comments

Stacey's Mom Has Got It Going On...

...In social media that is. And to be really specific, on Facebook, Twitter, and Pinterest. Some 81% of moms would buy more from a brand if rewarded, and over 50% are willing to engage with a brand on Facebook and other social media platforms if provided incentive, according to a recent report.…



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Added by Ketty Colom on May 23, 2013 at 12:30pm — No Comments

The Loyalty Playbook

Lady Gaga has her Little Monsters, Justin Bieber has his Beliebers, Kiss has their Kiss Army, and your dealership has ______? Where are your fans? Musicians focus their marketing on connecting with fans, that’s nothing new, but that approach is grounded in solid business sense. A 2010 Satmetrix study found that evangelists or fans, spend 13% more than the average customer, and they refer business equal to 45% of the money they…

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Added by Ketty Colom on May 21, 2013 at 7:19am — No Comments

I'm Sorry

You probably have noticed J.C. Penney's 

heartfelt apology taking over the airwaves after posting a 13 billion decline in revenue while trying to attract young customers to their stores.  In this new, the company admits it made mistakes and alienated many of its longtime customers. The voice-over in its most recent ad, "It's No Secret" states: “Some…

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Added by Ketty Colom on May 15, 2013 at 8:34am — No Comments

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