Do Mental Snapshots Define our Inner Selves?

If we speak to ourselves do we tend to be more confident? If we think in pictures does that mean we have problem empathizing? Intriguing article in the NY Times Health section by Jascha Hoffman Taking Mental Snapshots to Plumb Our Inner Selves, that explores studies about consciousness and its influence on personality and behavior.

Devil Loves Prada - and Good Service!

High end stores like Prada and Bergdorf are known for giving great service to their preferred customers, and according to today's NY Times cover page article by Eric Wilson, Luxury Stores Personal Touch is Extended to Holiday Shopper, they are also extending it to others as well. Apparently retailers across the board are using the service edge to make a difference. Whether it is Prada or Ace Hardware customer service ratings by consumers have improved. What are you doing to make a difference for your customers?

Twittering Your Way to Business Development

Everyday Twitter is making a difference in business. What difference is it making for you? One way or another Twitter is making both a negative and a positive difference to business. Negative in that dissatisfied customers can now instantly inform dozens, and ultimately thousands of others about their dissatisfaction with the quality of a product they purchased or their displeasure with the service they received. Positive in that Twitter can be used to (if implemented within the organization the right way):

• Obtain new customers from your satisfied customers
• Make it easy for your customers to refer you
• Keep your customers informed of sales and specials
• Quickly and easily getting your marketing messages out
• Inform customers of trends, changes
• Respond to customer concerns and issues as soon as they occur (and before they let others know of their dissatisfaction)
• Interact directly with customers to answer questions
• Direct customers to information sources that will benefit them or their business
• Keep your business team informed

These are some of the most compelling reasons to consider Twitter. If you're using Twitter comment on this blog on how you are making it work for you. Want more information on how we can help you setup Twitter? Email me at djmas@smlr.net or call (631) 757-5716.

Zappos - Hiring People Passionate about Customers

Zappos is a very familiar, and very successful, online shoe company. Zappos is also a fascinating story of how a company was started with basically nothing in the late 1990s and now does over $1 billion in online sales - thanks according to its CEO and droves of customers because of their customer service. In his book Twitterville, Shel Israel writes about how passionate CEO Tony Hsieh is about customer service: first everyone, regardless of position is required to take Zappos' four week training course. Then if you successfully complete it you are given an offer of $2,000 not to take the job! He says he does this because he only wants people who committed to serving their customers. Apparently it works because over 90% want to stay. Israel, also describes how Zappos uses the social media network - particularly Twitter - as both an external and internal tool building and maintaining excellence in customer service.