Service Recovery: The secret to retaining loyal customers

All organizations are ultimately in the service business. And when people are involved- mistakes do happen. And customers can become unhappy. This is “service failure”. How you make customers happy again, is “service recovery.” Happy customers are loyal customers.

Move from Perfection to Excellence

In the Coronavirus age (yes it’s just six months but seems like an age!) there are great challenges and no “re-opening” strategy seems to be perfect. Organizations can just try to do their best (be excellent) instead of trying to be perfect. The virus is invisible and thus it brings the “Excellence vs. Perfection” dilemma into sharp focus.

Why marketing is about customer value – and not social media

Ask anyone – What is marketing? And you’ll get answers like advertising, social media or mobile marketing. Others, who have taken a formal marketing class, will say 4 P’s (Product, Price, Place, Promotion). This is surprising and at the root of any marketing effort that fails or provides a less than hoped results. And as anyone who has tried to market anything has learnt – marketing results tend to disappoint. Unless, the marketer is razor focussed on the customer and their perceived value.

Direct Mail through USPS -why now?

The heart gladdens to see the USPS van although there might be a few direct mail pieces and some billsPeople are at home. And now that there is agreement that incoming mail and packages don’t bring in the Coronavirus, it’s time to look at dear old direct mail again. And the time is now for all US businesses.

B2B opportunities after COVID

States like New York have started to reopen after reaching low COVID infection rates. Here are some thoughts about opportunities for B2B marketer:

Content Creators: Would Mark Twain have written 4000 words a day during the Spanish Flu of 1918?

The Coronavirus has challenged everyone globally. However, all content creators can get inspired by some popular nuggets from Mark Twain.

Happy July 4th: Why think about life after the COVID Pandemic?

Tomorrow is July 4th, 2020 the American Independence day.  July 4th is the American Independence Day and a day of hope and freedom for people.Due to the recent spike in American coronavirus cases, traditional firework displays have been cancelled in regions where there is an upsurge of cases. However, there are some options to watch fireworks  and here is a nice list of virtual fire work displays. Here is our July 4th post from 2008, in the midst of the great recession.
It’s really important to start thinking about life after the global coronavirus (COVID) pandemic…. because like the great recession, we will overcome this.  Here is why we should all be hopeful this 4th of July:

Why Reopening America in the Summer of 2020?

Today all US states have reopened partially after two months of lockdown. This has left many of our readers worldwide wondering why America is reopening when Coronavirus infections and deaths keep increasing ? Here are some thoughts on this question:

How work-life will change after coronavirus

With the experience of  coronavirus COVID 19 lockdowns work-life will change forever. . With 91% US kids at home parents are spending more time than ever with children. Some parents have jobs that allow digital work and these folks are so lucky. Then there are the  struggling 25 million unemployed in the travel, tourism, retail and any type of jobs that require a physical presence. At the other end of essential workers are the beleaguered medical worker, true heros, who show up every day to work. No less valiant are factory workers, grocery retail workers, law enforcement folks who are keeping essential services working. For everyone in each of these situations the pandemic has been trying as the USA tries to reopen. Going forward here is how work life will change: