Brand Gamification Is Hot Trend in Social Marketing
Whether the term gamification connotes negativity or it’s just a word taken direct from the video game industry to entice, the trend is pulsing through social customer service, location-based marketing, and social marketing.
You need to begin now to view gamification as something that inspires, incents and motivates customers, employees, prospects, and others who engage with your brand in a variety of ways, on mobile platforms, in-person, via phone, or other.
At the core of gamification is a study in human behavior.
Read More →Harry And David Customer Service Thank You
In the midst of the holiday season with gift baskets flying across the U.S., Harry and David took time to read this blog, see a negative net promoter score, find a contact form, and write an email to fix what they thought was a remark against its brand that needed attention.
Read More →Customer Service Survey Fatigue
I’ve been threatening to write about this topic but the envelope push was this week with my lawn service, TruGreen. I’m not picking on them at all; they are just the straw in a huge haystack that has been growing for a year or more.
Customers are extremely tired of surveys, companies. Let me repeat – we are sick and tired of being asked to fill out your stinkin’ surveys. We get phone calls, duplicate ones at that, asking for our ratings for a water heater that was installed 30 days ago. We are asked by every teller and retail clerk to “go to this website and you can win a shopping spree, an iPad, new diapers for your baby” if you fill out the survey and tell my company I rock.
Read More →Register for Social Customer Service and Chief Marketer Social Media Certificate Program
Penton Education Services is hosting a social media certificate program with six hours of training, testing, roadmaps and expert sessions with an amazing line up of faculty who know what they’re talking about. I can say that with aplomb because Jayme Soulati, that’s moi, has been invited to teach on social customer service, How To Create Savvy Customer Service Teams In The New (Social Media) Normal.
Because I didn’t like the line up, I created my own topic, because if you’ve been following me you know I’ve become something of a detractor when things in customer service go awry.
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