Posted by: Chris | October 13, 2008

Friday Favorites: Oct. 6-10

A little late this week–I was away from my desk last Thursday and Friday.

Wake Up People–Customers Demand Great Service– Awesome post by Mila D’Antonio of  the 1to1 Blog. Let me just throw a few quotes out there (but you’ll want to be sure to read the entire post!):

With the rise of social media, people have even more outlets at their disposal to share their stories. […a recent customer experience study by RightNow Technologies and Harris Interactive] shows that consumers are also more likely than last year to tell someone about their negative experience.

The survey also showed that more than half (58 percent) of consumers often pay more for a better customer experience during a down economy. (emphasis added)

…the bottom line is that organizations that provide a positive customer experience will not only see brand loyalty and return on their investment, they’ll likely weather this economic storm.

I recently blogged about social media as a valuable implement in a company’s services marketing toolbox, as well as the need for branded service during these challenging economic times, and I thought that what Mila had to say about these specific aspects of services marketing was very wise.

3 Tips on Employee Engagement During a Recession– Empowered employees are engaged employees and engaged employees are empowered employees. Check out these  three tips on employee engagement during tough economic times from Anna Farmery at The Engaging Brand.

When you go the extra mile– Great real-life example of an effective service marketing initiative at Hertz, posted by Andy Sernovitz at Damn! I Wish I’d Thought of That! Original post at A Human Voice.

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