“Double-check your voice mail message. Listen to your on-hold words and music. Write welcoming scripts for your telephone team. Pay attention to the music in your office and lobby areas. Make sure what your customers hear sounds good.” WritingCultureSoundVoicePayAttentionTeamOfficeMessagesAreasScriptsCustomersChecksWelcomePay AttentionMailTelephonesService CultureWords And Music Author:Ron Kaufman
“I want to send a clear message to every board room, every executive suite across America, if you scam your customers, exploit your many employees, pollute our environment, or rip off taxpayers, we will find ways to hold you accountable.” IfsWayWantAmericaRoomsClearEnvironmentMessagesCustomersBoardsEmployeeExecutivesExploitsRipOur EnvironmentTaxpayersScams Author:Hillary Clinton
“Google has you at a very specific mental state that is, looking for something. And what they've always been able to say is, we deliver your message at the exact time someone is, say, looking for fishing hooks or looking for marriage counseling or looking for a lawyer for a particular problem. And here we have our customers telling you what is in their heart and soul. It's something that, you know, advertisers have wanted for decades.” KnowsHeartSoulStatesProblemAbleWantedParticularMessagesCustomersDecadesLawyerFishingGoogleHookHeart And SoulCounselingAdvertisers Author:Tim Wu
“If we can help an advertiser refine a message so it works for our consumers, we should be doing that, but at the same time, you never want to do it by confusing the customer about what the experience is. If we fail in that regard, we do our brand and our customers a disservice.” IfsWantShouldHelpingFailingMessagesRegardCustomersBrandsConsumersConfusingAdvertisersDisservice Author:Norman Pearlstine
“Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers. Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.” IfsYearsMayHappensTodaySocialHoursWeekMinutesMediaMonthsMessagesMouthsYears AgoTwentiesSocial MediaCustomersHorribleSecondsWord Of Mouth Author:Bill Capodagli
“Done correctly, everyone from individual speakers to large organizations can inspire citizens and customers to spread a message using their own social channels, and in so doing, inspire countless supporters to build their reputation, profits and social impact.” DoneIndividualSocialInspireCitizensMessagesOrganizationImpactProfitSpreadCustomersReputationSpeakersSupporterSocial Impact Author:Simon Mainwaring