We have all heard the oft repeated phrase, a dissatisfied customer tells 10 people. What are your customers saying about you online?
Tag: Customer Experience
Many customers look at paid advertising with a discerning eye while not filtering out those positive mentions generated by Public Relations.
I think of testimonials as having the halo effect of PR but the clout of advertising.
Regional preferences, experiences and habits guide our approach to many products like food and drink. Think of Soda in the Northeastern US, Pop in the Midwestern US and Coke in the Southern US. All are names for the same product.
Depending on where you live in the Northeast US you enjoy a Hoagie, Hero, Sub or Grinder. Would you be getting the same or different food when you order? Often, you would get the same food with a different name.
I recently stopped in a large wine store to purchase a bottle of wine. The store was conveniently located near my errands. The customer experience left me a bit chilled.
Cellar or Seller?
The wine industry has been trying to fight its elitist image for a number of years. The typical method appears to be more friendly and helpful staff. Eliminate the fussiness.
I went into a store that had “cellar” as part of its name. The name conjured the image that the wines would be properly cared for in the correct climate conditions.
At my wife’s request, I was seeking a bottle of wine to share during the weekend. Open to what to buy, I was heartened to see a sign indicating a wine tasting in the “Loft”.
I worked with a group of business owners on the topic of client/customer feedback mechanisms. Together, we articulated an approach with three levels of payback.