Southwest Airlines, the much-loved US based bargain priced flight carrier was the benchmark for customer service and low priced flights, which WestJet emulated in Canada when they first launched. A disruptive low-cost structure allowed them to be price competitive, while delivering a customer focused attitude of fun in the skies which, endeared them to the hearts of many … [Read more...]
The 2021 Customer Care Perfect Storm
Let's face it, after over a year of Covid news and lifestyles interrupted, we're all anxious to get back to some sense of normal - whatever that may be going forward. We've weathered a massive storm, and frankly we need some sunshine and good news to raise our spirits. Those brighter days are certainly on the horizon, as many countries open up, there's another storm brewing … [Read more...]
Being Word of Mouth Worthy
I’ll freely admit to being someone who gets more excited about letters than numbers. As in I’d much rather play with words and sentence structure, than statistics or budgets. However, a couple numbers caught my eye while reading a piece of research from Rutgers University related to consumer behavior and marketing: - 70% of word of mouth conversations happen face-to-face - … [Read more...]
Customer Delight as Marketing
This week I’ve been preparing material for a couple upcoming workshops and client presentations this fall. I’ve been mixing it in with a healthy dose of cabin life admittedly, but it’s been fun to get ahead of a couple of projects that will be “coming in hot” once I return to Vancouver later this month. Two of them are about customer service as marketing, which I prefer to call … [Read more...]
The power of marketing AFTER the sale
When I speak to businesses about their marketing strategy, most assume the conversation will focus primarily on customer acquisition, helping spread the word on what they offer, why they are different and ultimately how to best drive sales. So when I ask about what they currently do to market to their existing customers, I’m often met with a blank stare – which if articulated … [Read more...]
