Monthly Archives: July 2007

Are Your Customers Happy? Ask One Question to Find the Answer…

Posted on July 29, 2007 by Tom Gray

What’s the question? Would you recommend this product (or service) to a friend (or colleague)? I came across this gem in a pile of articles (Business 2.0, September 2005, The Only Question That Matters) that have been gathering dust waiting … Continue reading →

Posted in Consumer Confidence, Customer Retention, Marketing | View Comments

Does Email Marketing Matter?

Posted on July 26, 2007 by Tom Gray

Yes! But it’s not easy. But the payoff can be huge… A couple of stats: Forrester found that customers who buy email advertised products spend 138% more than customers who don’t buy through email. That’s a huge difference. Why? I … Continue reading →

Posted in Email Marketing, Email Metrics | View Comments

Sprint, Customer Service and Wondering if it’s Ever Okay to Fire Your Customers

Posted on July 17, 2007 by Tom Gray

Is it ever okay to fire your customers? The small or struggling business may gasp in horror, “NEVER!” But the truth is that we fire customers everyday; too often in a passive aggressive manner of being slow to respond, offering … Continue reading →

Posted in Customer Retention, Customer Service | View Comments

Track What People are Saying About You, Your Company, Your Products

Posted on July 12, 2007 by Tom Gray

Don’t be caught off guard by negative reports about you, your company or the products and services you offer. Likewise, don’t fail to take advantage of the positive buzz that the online community generates on your behalf. Failure to track … Continue reading →

Posted in Consumer Confidence, Customer Retention, Customer Service | View Comments

Praise for GetHuman.com

Posted on July 11, 2007 by Tom Gray

My PayPal account was hijacked recently and I’ve had to make several calls to their dispute resolution department to deal with the situation. Each time the process has been… Hunt all over their website for the phone number (because I’m … Continue reading →

Posted in Customer Service | View Comments

Grow Your Blog Readership the Mack Collier Way

Posted on July 11, 2007 by Tom Gray

Mack Collier posted a great primer on growing your blog readership with 8 easy steps. I’ve listed his steps below as a handy reference with my comments following each step. His article goes into additional detail so don’t forget to … Continue reading →

Posted in Blogging, Blogging Tools, Building Traffic, Viral Marketing | View Comments

The Importance of Focus to Internet Success

Posted on July 10, 2007 by Tom Gray

You’ve heard the saying, “A jack of all trades but master of none.” Success on the internet, and off, is largely dependent on how tightly focused you are; focus well and you’ll prosper, focus poorly and you’ll likely go out of … Continue reading →

Posted in Building Traffic, Internet, Marketing | View Comments

Optimizing for Your Customer Not Google

Posted on July 3, 2007 by Tom Gray

A friend of my recently blogged about using News Alerts to feed your customers content they can use and establish your expertise while you’re at it. A nice little one, two punch I’d say. The biggest diamond I found in … Continue reading →

Posted in Building Traffic, Consumer Confidence, Conversion, Developing Content, Marketing, Search Engine Optimization | View Comments