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Tag Archives: customer service

Word of mouth really is this easy

I make a decent living teaching companies how to do word of mouth marketing.  But I have no idea why anyone pays me — I keep telling everyone that it is EASY.  Just make people happy and give them something to talk about. One of my all-time favorites is this simple email Zappos has been […]

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Ivan Merc at the Hyatt Regency Columbus: You’re one cool dude

As a professional speaker I spend a lot of blurry time on the road.  This is one of those trips where I couldn't remember where I was headed until I got to the airport and a ticket popped out of the kiosk that said "Columbus" (Ohio, I presume). I get to the Hyatt Regency Columbus […]

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You are replaceable

It doesn’t matter if you have a fantastic product if your customer service is average or bad. Why? Because someone else makes something almost as good.  Sooner or later, most customers will leave you for a company that treats them better (even if the price is a bit higher or the product is a bit […]

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