Archives

Customer Service

Welcoming Back a Friendly Tradition to Boost Smiles and Sales

Four years ago, Wal-Mart decided to do away with “greeters” at its store entrances. But, according to this Entrepreneur article, “warm welcomes were not the only loss resulting from this decision. The retailer sacrificed a core tradition, as well as a substantial sum of money due to increased shoplifting.” Lydia Belanger reports, “By the middle of this summer, Wal-Mart greeters will return to a majority of the chain’s 5,000-plus U.S. stores.” The retailer’s late founder, Sam Walton, would be happy. …

Read More

Customer Service

Jim Talks Customers and Strategy in Live Entertainment

Recently, Goldstar CEO Jim McCarthy sat down with BBC reporter Eric Barton to talk about responding to your customers and letting strategy and sales play off each other: “In business, people have this idea that strategy is as pure as the driven snow and can’t be changed. But you have to react to what’s in the marketplace,” Jim said. Jim stressed the idea that you’ve got to listen to your audience and react to what your customers want. A key …

Read More

Customer Service

The Secret to a Thriving Business in 2016 Is …

… customer service. As Jim has written before: Good service is the best marketing money you’ll ever spend. In John Boitnott’s Inc. article, he reports that while new client acquisition is a key component of a successful business, client retention is the foundation of a sustainable brand. Boitnott continues: “Research indicates that acquiring a new customer costs at least five times more than retaining a current customer. Also, returning customers spend, on average, 67 percent more than new customers.” So what, …

Read More

Customer Service

How to Really Listen to Your Customers

How often do you collect audience feedback? And more important, how are you collecting that feedback? While Jim has talked before about embracing customer reviews and feedback (read more about that here), it can still be a challenge to implement a system of gathering that feedback in a constructive and consistent way. To help, check out these tips on Harvard Business Review from Ana Brant. Brant is the director of global guest experience and innovation for the Dorchester Collection of …

Read More

Customer Service

Rethinking Loyalty Programs

Do you have a few loyalty cards taking up space in your wallet? Are you three punches short of a free sandwich or cup of frozen yogurt? This marketing tactic has been around for awhile, but Matt Hirst, former Brand Experience Leader at Google and former Director of Culture Marketing at Red Bull, says there’s a better way to generate loyalty from your customers. Hirst was recently interviewed by PSFK.com about this topic. You can read the full interview here, and …

Read More

Customer Service

50 Inspiring Customer Service Quotes From Top Brands

Outstanding customer service can help your brand increase sales, writes Albert Costill on Search Engine Journal. This echoes Jim’s point, that good service is the best marketing money you’ll ever spend, which he makes in his post, The Easy Math of Good Service. Costill lists some stats to explain why customer service is such a big deal and also compiles 50 quotes to live by, to remind you just how valuable your customers are for your business. We’ve picked out …

Read More

Customer Service

Do You Talk to Your Customers? Here’s Why You Should

Jim has talked about the importance of listening to your customers. In his post Remember: It’s Not About You, he wrote: “It’s very difficult to be arrogant and serve your supporters well at the same time. And the way to avoid this pitfall is to remember that this business isn’t about you or your organization. It’s about the people that make it matter in the first place.” But, of course, sometimes we need a little motivation to reach out and …

Read More

Customer Service

Four Tips to Fine-Tune Your Customer Service

Last week, we listed 3 Ways to Show Your Fans You Care. Because as Jim has pointed out, Good service is the best marketing money you’ll ever spend. According to data from KISSmetrics, 71 percent of consumers have ended a business relationship due to a poor customer service experience. Entrepreneur offers four ways to improve your customer service and strengthen loyalty in the long term. We’ve highlighted two tips below, and you can read the entire article here. 1. Follow up …

Read More

Customer Service

3 Ways to Show Your Fans You Care

You surely have people who care about your live events, but do those people know that you and your staff care about them? Sharing some appreciation with your customers and fans can go a long way toward building a lasting relationship. As Jim wrote in The Easy Math of Good Service: “Good service is the best marketing money you’ll ever spend.”  There are many ways to show your customers you’re happy they bought tickets, and Jim highlights a few here. …

Read More

Customer Service

Do You Know What Your Customers Really Want?

Jim has talked about the importance of valuing your customers and fans, saying: “If you have the honor and privilege of having fans, patrons or whatever name you use for the people who support your live entertainment organization with their money and their passion, you’ve simply got to understand what’s important about what you do is not you, but them. … It’s very difficult to be arrogant and serve your supporters well at the same time. And the way to …

Read More

Sign Up for Emails

VIEW PAST ARTICLES