Apple, long studied for their marketing and advertising has another winner. Ah, those humorous PC versus Mac TV ads. I worked at the company that sold the first Apple computer in the country (serial # 11 by the way). Over the years I have advertised, marketed, sold, managed the sales of tens of billions of dollars of computers to corporations across the country. My first computer was a Mac. Since then I have had many many computers. Today I am amazed by the Apple marketing that says, “buy a Mac and the world will get simpler”. And people buy that.
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Archives for Customer Service
"It's a Funny World". . . .everybody says that . . .but no one is laughing
We think of the Customer Experience as those moments when something is being bought or sold. “Not so Kemo Sabe” Since employees give their support to management by continued work and contribution, savvy organizations understand that employee surveys and 360 performance reviews are a must. In the middle of all of this comes some recent research by Fabio Sala on boss/employee laughter. He found that the top performing leaders elicited three times more laughter from their subordinates than the average leaders did. What does this say. When people are having fun, can laugh at themselves and their environment; where
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Put a Bullet in it – Customer Service is Dead. But rising from the ashes. . .
Customer Service is the minimum ante to get into the game. It used to be what you strived for. Not anymore. Unless you are moving past customer service to Customer WOW and creating Customer Experiences you are behind. This is a world where the customer is enveloped in a stage play like production that involves the product, service or shopping event. Customer Service was getting the patron to their seat in the theater. . .but the customer experience started with the raising of the curtain. For example, Customer Service was what you got when you went to Kings Point or
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Welcome to the Customer Experience
Ah . . .the Customer Experience.The wedding, the graduation, the poor customer service, the stage play, the buying of that new appliance, the relationship with the visiting salesman, or the relationship you have with your doctor. Done right, they create experiences and events that change and mold our lives. They create drastic change in direction, are the fodder of sweet memories, and staging points for a return to “do it again.” They cause us to marvel and look in awe at the organizations who produce them. Done wrong, they are the core of anger, frustration, lost productivity, evaporated profits and
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