Business in Action, 7th Ed.
Chapter 16: Customer Communication
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"The staggering rate of store closures that has rocked the retail industry over the past couple of years is expected to continue in 2019, with roughly the same level of closures expected this year.
"Losing clients can be a nightmare.
"The businesses that are best loved by customers tend to be ones that make them feel smart, competent, in control.
"Niceness wasn’t part of the equation.
"It’s a tough question.
Cailey Rizzo reports at TravelandLeisure.
Erika Morphy (photo, left) covers the topic at CMSWire.
According to Scott Meacham (photo, left), "I can't think of a single entrepreneur I've worked with who ever intended to fail.
"If nothing else, avoid the urge to respond in anger or haste.
"When PR is done well, it can be brilliant in its ability to promote your brand.
"Pinpointing your customers’ needs better may lead to better sales—but you’ve got to do some legwork first.
"Here are some tips on how you can communicate more effectively with people at work, be they customers, co-workers, subordinates, or superiors.
"These 25 examples of gamification in business run the gamut for potential uses, but brands are coming up with innovative ways to incorporate game-like features into ordinary activities every day.
Lynn Gaertner-Johnston (photo, left) explains how to handle a disappointing or frustrating email.
"Lithium Technologies, a social customer experience management platform, announced the results of a recent survey performed on its behalf by Harris Poll, finding that brands are increasingly under pressure by consumers to innovate," writes Justin Lafferty in a piece at AdWeek.
"Probably the most important reason to respond to comments—both negative and positive—is that everyone else is reading them.
"When a plane is grounded or there are delays, customers sometimes vent their fury on Twitter.
"The secret to a loyal customer base is no secret at all: Great customer service will bring them back every time.
Ric Dragon (photo, left) gives a report on his conversation with Christi McNeill, project lead of social business and listening at Southwest Airlines.