Fanatical a/b Customer Service & Customer Experience. SMB owner / franchise developer. I dig dogs and MMA, but not combined. Run the Customers That Stick blog.
Ken, it's been interesting to see the different perspectives that have come out in the wake of his passing. You pulled out some great lessons, particularly forgiveness. His ability to move past his past and to focus on a positive future was always one of the qualities that I admired about him.
16 hours, 15 minutes ago on Leadership Lessons From Nelson Mandela
Ken, I love the proactive aspect of this interaction. And you're right, in the end, the audience is not just the people who were part of the incident (and might never see the post) but the wider audience of the orchard's Facebook fans.
Excellent customer service story!
1 month, 2 weeks ago on How One Small Business Pre-Empted Negative Feedback
What excellent advice Gini! Agree with everything. I'll add these:
1. Cash, cash, cash. Ok, you said it, but you really can't say it enough.
2. Understand these concepts: risk/reward, barriers to entry, and competitive advantage. View most ideas through these lenses, and it can help filter out really good ideas from ones that just seem good at the time.
3. (And you will never find this in a management book.) If you are in retail or something with heavy supplies or inventory, buy the cheapest pickup truck you can before you open your business. My car has been absolutely trashed from moving boxes, furniture, signage, etc. :)
2 months ago on Experience: The One Business Regret I Have
Ken, what a great synopsis! The study on trust in advertising is a nice compliment, because it shows one of the key reasons retention is so valuable -- because word of mouth is so valuable.
I liked that you pointed out how "forgiving" people tend to be overall. This is why great service recovery is so essential to retention. The ball will get dropped. If we handle it right, we can make the relationship even stronger.
Thanks for featuring the infographic!
2 months, 1 week ago on The Secret Sauce Formula for Retaining Customers (Infographic)
Does @ginidietrich realize how big time Soulati Media On The Street is? Hmmn. Good stuff -- and yes, @lauraclick two of my favorite peeps too!
2 months, 3 weeks ago on Soulati Media On The Street With @GiniDietrich
Wow Gini — 7 years! That truly is amazing. But even more amazing is the fact that you’ve created what, IMHO, is the strongest blog community on the Interwebz.
You deserve it all. Kudos!
3 months ago on Seven Years of Blogging. Happy Birthday, Spin Sucks!
@bdorman264 That's great Bill... now, I have to say something nice.
I think the economy picking up has had an affect also. Fewer people spending as much time focused on online biz models.
3 months ago on No Comments On The Blog!
Appreciate the inclusion Shonali! An excellent collection of posts.
3 months, 3 weeks ago on Monday Roundup: Seeing is Believing
Jayme = Ninja. Just sayin...
4 months ago on The Happy Friday Series: Taekwondo Humbled
@Soulati | Hybrid PR Blazing Saddles reference -- and I think we just made Josh's point for him!
4 months, 1 week ago on What Happens When PR/Marketing Professionals Use ‘Authentic Frontier Gibberish’
Candygram for Mongo. :)
4 months, 1 week ago on 50 Small Business Blogs To Watch: Infusionsoft Infographic
Josh, you've finally hit the big time. This just goes to show you that if you work long enough and hard enough, you can eventually get @ginidietrich to say something nice about you.
Congrats on the #FF! Well-deserved.
4 months, 1 week ago on #FollowFriday: Josh Wilner
@ginidietrich @bdorman264 Well, he does blush when you call him Abigail, so I'm thinking yeah.
I think you and I are channeling each other this week with the customer silence theme. :)
I really liked your observation "And yet, I’ve let it go on for some time, denying him some relief. Why? Because it hasn’t really bothered me that much. I can put up with the sound and the scratching because it’s not me." I think that dynamic is at play in customer service more than most would like to admit.
Hope Shadow is feeling better!
4 months, 2 weeks ago on Pay Attention to What Your Customers Aren’t Saying
@Howie Goldfarb @belllindsay Some actions are really more symbolic than actually great service. The CEO email thing -- I think it's excellent, because his office is responding and he probably does read a handful once in awhile. What really makes it great is that it sends a signal to the team downstream that the organization is dedicated to customers and takes service seriously.
To your question in the post Lindsay, I don't believe that customer service in the aggregate can ever be too good; however, individual instances of service can be exceptional enough that they raise expectations for something that really cannot be repeated. For example, the recent story about the airline CEO who gave up a seat on a flight for a sick child. A great symbolic gesture for sure (great PR too, isn't that right @ginidietrich ?) and it was great service to that one family, but it's not scalable and is unlikely to ever be repeated.
Speaking of great service... Howie, how long have I had you on hold now?
4 months, 3 weeks ago on Customer Service: Should You Try for Second Place?
Love the breakdown Howie! The Apple Strategy made me laugh out loud.
As an SMB guy, I am partial to the Owner Strategy, though it is hard to replicate Owners -- and of course, the Customer Service Strategy.
5 months ago on What is Your Social Media Strategy?
@kumarjit Thank you for your comment. I think I'll defer to the PR pros around here and let them answer your question.
5 months, 4 weeks ago on Why Public Relations Should Remember Customer Expectations
@Shonali You're right (of course); it works in that direction as well. It's really about open communication and creating a feedback loop where PR can help shape the product/service and where it can also be aware of the realities of the product/service when creating expectations in the marketplace.
PS. Thanks for letting me GP at your place! I enjoyed it.