Customer Satisfaction is Not Dead
According to Wikipedia, customer satisfaction, a term frequently used in marketing, is a “measure of how products and services supplied by a company meet or surpass customer expectations.” If you have...
The Customer Is Not Always Right
This article by VerticalResponse CEO and founder Janine Popick originally appeared on Inc.com. I know some of you who just read this headline are clutching your proverbial pearls, especially if you’re in the...
A Simple Question That Can Make or Break Your Business
This article by VerticalResponse CEO and founder Janine Popick originally appeared on American Express OPEN Forum. We all know that a big part of growing a business is to get current customers to help spread the...
Inc.com: Thanks for Coming Clean Domino’s; Comcast Should Take Notes!
The following post is the latest installment by Janine Popick for the Inc. com Girl Power: Female CEOs blog. I don’t know about you, but lately I’ve seen a crazy barrage of TV commercials for Xfinity; you know, the...
Zappos: A Great Example of Exceeding Expectations
I must say, “I truly love Zappos.” I think their customer service is great, the site is easy to navigate and it’s an all-around super experience. My husband and I are always mesmerized by the...
3 Ways to Get Feedback from Customers – And What to Do With It!
I was recently talking to a small business restaurant owner who wasn’t very web savvy. However, after we ate a good meal she said, “Make sure you Yelp us!” She then went on to say, “I wish...
Keep Customers Coming Back with Loyalty Programs
Businesses tend to focus a lot on getting new customers, but sometimes less on keeping them. Well, that’s what loyalty programs are for. If your business doesn’t have a loyalty program I recommend...
3 Tips to Help Convert Your New Peeps!
I asked our Conversion Marketing Coordinator Megan Buell to tell me a little bit about the nuggets that she has uncovered to convert our free “trialers” or “prospects” to paying customers. Her number one goal is to...
An Email Marketing Lesson Not to Take from XFINITY
I recently received an email from the newly branded Comcast, XFINITY. They needed a re-branding in big way in my opinion but I’m not so sure a name change is going to cut it. These days you have to...
Net Promoter Score – What it is and How it Can Help Your Business
I was listening to a news conference today about the merger between United Airlines and Continental. Reporters were asking the CEO’s of both companies some questions about it and I caught an answer from the...