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Marketing

Brush Up on Improving Customer Experience

It's worth repeating. Jim once wrote: Good service is the best marketing money you’ll ever spend. So, it's no wonder we spend time and money trying to improve online user experience. Ad Age offers advice from experts for marketers "looking to leverage tech to improve their website’s UX and build strong customer loyalty." We share two tips below, and then read the rest here: "Design your website around your why. A website is a purposeful entry point for information and action. Understanding why you...

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Customer Service

Selling Out Editors’ Picks 2019: Customer Commitment

As we wave goodbye to 2019, we wanted to take a look back at some of our favorite posts of the year. Today, we’re highlighting a few posts from our CEO, Jim McCarthy, about customer commitment. You can click on any title below to read the full article: Experience – Expectation = Satisfaction "There’s an easy way to understand how positively customers are likely to feel about us (or any business). It goes like this: What I actually experienced (minus) What I thought...

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Customer Service

An Inspiring Customer Experience

Recently reporter Aileen Cahill had such a great customer experience with Maui Jim that she wrote about it on Marketing Land. She also outlined "the elements that made Maui Jim stand out: Have a great product they stand by. Listen to their customers. Follow through and do what they say they will. Strong partners in their distribution network. Easy to do business with no 'gotchas.'" You can read about Cahill's "remarkable and inspiring" customer experience here. Then check out more from Jim about Customer Commitment: How...

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Customer Service

Subj: Inter Office Mail – Experience – Expectation = Satisfaction

Editor’s Note: Our own Jim McCarthy shared some thoughts about Customer Commitment with the Goldstar team, and, well, we thought you might get something out of it, too. From: Jim McCarthy jmccarthy@goldstar.com Sent: Fri 5/10/2019 2:18 PM To: GSE Hi Everybody! There's an easy way to understand how positively customers are likely to feel about us (or any business). It goes like this: What I actually experienced (minus) What I thought I was going to experience (equals) How positively I think of what happened and of your company. We...

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Customer Service

You Can’t Improve What You Can’t Measure

Earlier this month, we shouted out Customer Service Appreciation Week, and recently both Senior Director of Customer Service Amy Gardea and Customer Service Specialist Shaunelle Curry shared their Pro Tips. That's because, as Jim has written, "Good service is the best marketing money you’ll ever spend." Now, venues like Philadelphia’s Wells Fargo Center and San Francisco 49ers' Levi’s Stadium have installed terminals made by HappyOrNot that are "equipped with buttons representing a smile, a half-smile, no smile and a frown, ranging in...

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Marketing

Make Your Best Patrons Happy — for a Lifetime

A customer's value doesn't stop at the checkout screen, Jim wrote on this blog. He went on to explain Customer Lifetime Value. "What it means, perhaps obviously, is the total economic value of a customer to an organization for as long as that person is a customer. It’s not just the transaction at hand, but all future transactions, if any, and all other ways that person may create economic value to your organization, not just on that first trip through...

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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 with...

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