Mele’s Musings

A Step Ahead

Sure he’s absolutely customer service focused, but is there any profit in it?

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Article excerpt:  Zappos’ Tony C. Hsieh doesn’t know a darn thing about shoes. But he knows how to sell them. Look out, Amazon. Strolling into a big lower Manhattan shoe store, Tony C. Hsieh is horrified by its bored-looking employees and deafening hip-hop [...]

Tags: "wow experiences", customer service, Zappos

Posted in Issues of Interest, Retail and Product News | No Comments »

Customer service looks different from the trenches than from the C-suite

Everyone believes that good customer service is a differentiator, but do higher-ups really have a good grasp on how good their service is?
image: rejectedreality.files.wordpress.com
Article excerpt: There are major gaps between executives and customer service professionals when it comes to how they view customer service operations, according to a new study from Genesys Telecommunications Laboratories Inc. [...]

Tags: customer service, rewards card

Posted in Digital Commerce News, Digital Marketing News, Digital Trends, General, Issues of Interest, Retail and Product News | 1 Comment »

Customer Care Reputation Studied Online Before Making Purchases

It’s not just product reviews that drive sales – it’s retailer reviews.  More and more, customers are using social media to find out what companies they should have relationships with.

picture: buzzmachine.com
Article excerpt:   Among the initial findings of a new study, “Exploring the Link Between Customer Care and Brand Reputation in the Age of Social Media,” [...]

Tags: brand, customer service, Dell, reputation, Social Media, transparency

Posted in Digital Commerce News, Digital Marketing News, Digital Trends, General, Issues of Interest | No Comments »