A father and son walked onto a car lot and started looking around. As the salesperson approached, the son, 14- or 15-years old, was clearly directing his father towards a particular new vehicle. They met the salesperson in front of a Chevy Cruze and told her that they wanted to take it for a test… Continue reading Playing to tomorrow’s customers on social media helps decision makers today
The use of social media to report events has become a normal occurrence. Any time anything happens that is newsworthy, many turn first to social media, plugging in Twitter hashtags and searching the Facebook news feeds for information. As disorganized and young as the industry is, it has been influential in getting the word out… Continue reading Reach versus inaccuracy: should social media be at the forefront during a crisis?
The internet gives everyone a voice, and that’s a beautiful thing. However, the things people say online can actually have a bigger impact than they think. When an unhappy customer goes online and leaves a bad review of a business, other customers take it to heart and the company looses business– maybe just a little… Continue reading 5 ways companies can use social media to manage customer relations
There are plenty of articles, blog posts, videos, and testimonials out there demonstrating that businesses are having tremendous success using Facebook and other social media sites to communicate successfully with their customers. Those aren’t the stories that you ever hear about, though. Instead, many are terrified of a major Facebook misstep such as what recently… Continue reading Some businesses just want to watch the Facebook burn
Americans crave football and appreciate a positive customer service experience. They pay, on average, about $100 a year for sports programming. Seventy-three percent of U.S. males and 55 percent of females watch football. How do they get their football fix? Sixty percent watch NFL football on television sets, and eight percent catch games on their… Continue reading Football, television viewing habits, and customer service
Next to computers, tablets, and smartphones, our cars are often the most technologically-challenging item that we deal with on a daily basis. Every model year brings out new gadgets and gizmos that are designed to enhance, adapt, and often-times engage with other technologies that we carry with us. Tablets are used as owners’ manuals. MP3… Continue reading Should car dealers focus on technical expertise instead of price and gimmicks?
Location is essential when it comes to marketing, but most think it is their business location that matters the most, which is some-what true, but so does the location of customers. Targeting potential buyers based on where they are located is called, Geo-marketing and it is beneficial by appealing to people with products found in… Continue reading Why customer location matters
As a smart consumer, you’re probably aware that you’re being “managed,” but what you might not realize is what big business this management has become. The Customer Relationship Management (CRM) process has evolved to become so intelligent, that your local florist remembers your anniversary before you do, and we could all do with a little… Continue reading Ways you are part of the CRM funnel without even knowing it
Verizon has had its share of foibles over the last few months over how their customers interact with their cellular plans. On June 28th, they debut their “Share Everything” plans which will allow up to 10 devices within a family to pull from a common pool of data coverage while enjoying unlimited minutes and messages.… Continue reading Verizon’s “Share Everything” plans make everything unlimited for up to 10 devices
There was a time when an unhappy customer was an unhappy customer. Best practices said to deal with their concerns, empathize, try to fix it, and if you couldn’t move on. Today, the last step has changed thanks to social media. Customers are empowered to be able to voice their concerns to a much wider… Continue reading Businesses can’t hide from social media wrath