PlumBlog

So many times I read on Twitter or other blog sites how companies are displaying anti- social media behavior. This can range from the ostrich approach, just pretend its not happening and it will all go away to pushing out employees who embrace and push companies to consider social media. Of course, those of us to are in the social media circles think and many believe the issue is companies are anti- social media, they are afraid of this channel, they are just stupid and don’t get it.

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Tags: Common Sense Customer Service, Food for thought, No Soup for You by kellyroy
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People often equate customer satisfaction with customer loyalty, which I find pretty perplexing because they are not the same animal. Case in point: For about 4 years I went to the same upscale hair salon here in Scottsdale and I saw the same wonderful hairdresser the entire time- that is fairly unheard of in the hair-dressing world. But I kept going, despite a long drive from my home, because I really liked the salon, but more importantly I loved the way Gusty (yes, that was her name, not short for anything, just Gusty) styled my hair. [Read more →]

Tags: Food for thought, No Soup for You by dawnedmunds
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Here I go on another airline rant (I’ll try to keep this one short - click here to read my other airline post). For just under a decade as a business consultant I flew just about every single week for work, and most of my flights happened to be cross-country. In the process, my loyalty earned me hundreds of thousands of airline miles on what was then America West and is now US Airways. I didn’t earn these miles overnight, but earn them I did, building up status with the airline, receiving cool perks, and generally solidifying my loyalty to them while they ensured they would continue to get my business…for better or for worse. Because you know once you go down that path with any one airline and you build up so many miles, you feel bound to stay with them. After all, you don’t want to start over with another airline if you don’t have to. [Read more →]

Tags: No Soup for You by dawnedmunds
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Valuing your customers is imperative - it is a no brainer. Segmenting clients and differentiating service that maps back to a customer’s value is good for the customer and good for the company. But some companies put the value-related actions (whatever they are doing to show me how much they appreciate my business) on the back burner and when they finally do employ them, it’s way too late.   [Read more →]

Tags: Food for thought, No Soup for You, Uncategorized by dawnedmunds
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Blogs. Twitter. Chats. Online networking groups. Communities. Forums. These mediums play an enormous role in how companies are perceived in the market place. Customers are savvier than ever in deciding what they’re going to buy and who they’re going to buy from. Personally, before I buy any electronics I go online and find out what people are saying about the product itself, but more importantly about the experiences they have had with the company. Hey, a television is a television, but how does the company treat its customers? That is the differentiator for me.

Like most consumers I am looking for companies that make good on their promises - what they say in the sales process better be consistent with my experience as a customer. If they promise me that service and support is accessible, reliable and effective and in the event of problems they will be there for me, then I expect that to happen. When companies don’t fulfill their promises, customers talk about it. And these companies can lose someone’s business, and not even know it, because of what people are saying about them. Take this example: [Read more →]

Tags: Food for thought, No Soup for You, Uncategorized by dawnedmunds
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I own a CPO Volvo S80, yes, its a total Mom car, which is a subject for another blog. When we purchased this car I was 8 months pregnant with our second child- weak moment, needless to say. We lived in Tucson, AZ at the time. The dealer promised me service fit for a queen, pull up, we take care of everything, waiting room that was touted almost as exquisite as a resort.

Yeah, who doesn’t tell the REALLY pregnant women what she wants to hear, just to get her out the door. Well, it was true, no matter the issue, I would call, have my call handled promptly, get an appointment quickly, head over to the dealer. Consistently, I was met at the entry by a smiling person offering coffee or water, a brief wait in the “waiting area”, which, while not a resort was really nice. Always in less than 1 hour later I was back in my car on my way, with a fixed and clean- they wash my car for me, every time! If my wait was longer than an hour, the dealer would offer me a car, and if the car would not start, they would come and get it- no kidding.

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Tags: No Soup for You by kellyroy
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