Posted in Shopkeeping talk, tagged customers, web, word of mouth on July 6, 2011|
Have you explored whether Foursquare can help your resale, thrift or consignment shop’s social media strategy?Yes, another “social media” angle. They’re betting that folks like (more…)
Posted in Shopkeeping talk, tagged web, word of mouth on May 26, 2011| 4 Comments »
Asking questions on Facebook is a great way to get followers involved.Posted in Shopkeeping talk, tagged customers, word of mouth on January 30, 2011|
Yes, “problems” with those sneer quotes. Because (insert happy face here)
Think I’m doing the Pollyanna shtick here? Nope.
“You’ve probably heard the age-old statistic that when a customer is dissatisfied, he or she will tell 14 to 17 other people how unhappy they are.
According to an article from the Harvard Business Review, if you just listen to an upset customer’s problem without taking any action to resolve it, they will tell only 7 people of their dissatisfaction.
If you listen and attempt to solve the problem, even if your effort is unsuccessful, they will tell no one that they are dissatisfied.
Finally, if you listen and then actually solve the problem, that customer will tell 5 people how effective you are!
This compares favorably with customers who didn’t have a problem in the first place. [Emphasis Kate’s] They will tell only 3 people, on the average, how happy they are with their good service experience!”
More on this subject (keep in mind the article was written by a company which sells phone solutions.)
Posted in Shopkeeping talk, tagged Twitter, word of mouth on January 18, 2011| 1 Comment »
and it’s also the most neglected.
Customer service is so lacking that it can be difficult to (more…)
Posted in Shopkeeping talk, tagged christmas, holidays, word of mouth on December 8, 2010| 4 Comments »
(it does do that, doesn’t it?)
Maybe (more…)
Too Good to be Threw is the flagship site of the TGtbT Family of Sites for the Professional Resalers
Auntie Kate The Resale Expert 