by Kare Anderson | Nov 22, 2020 | behavior, Customer, influence
Are your customers sufficiently excited about how you continue to help them that they rave about your firm? “Globally we spend about $500 billion on marketing and $9 billion on customer service,” wrote Forrester’s Laura Ramos, citing marketing and customer retention...
by Kare Anderson | Sep 12, 2019 | behavior, Choice, Customer
David Phillips was rushing up and down the supermarket aisles within seconds after seeing Healthy Choices “Early Bird Special.” He bought up all their 90-cent soups in the store. Then he raced over to a discount outlet to get all the brand’s 25-cent chocolate pudding...
by Kare Anderson | Jan 22, 2017 | collaboration, Customer, partnering
Gone are the days when customer service is a boring chore, a necessary evil, an unglamorous afterthought. Today’s customer service has the potential to be nothing short of thrilling. By forging smart partnerships, companies of all sizes can create unexpected benefits...
by Kare Anderson | Apr 20, 2016 | behavior, community, contagion, Customer, influence, Persuasion, Play, Research, social shopping, Visual
As you’re walking down your city street you see an unmanned kiosk, stocked with bottles of tea. A sign invites you to “Take a bottle. Leave a dollar.” What would you do? Would you pay for one, and be curious enough to stay and watch what others do? Many did...
by Kare Anderson | Mar 4, 2016 | behavior, Customer, decisionmaking
You have probably been offered a loyalty card at some drugstore, car wash, coffee shop or other outlet you frequently use. When designed right, they can become one of your lowest-cost ways to lure customers back . Plus such cards can boost loyalty, bragging rights and...
by Kare Anderson | Feb 19, 2014 | behavior, Book, Caring, Customer
Co-contributor, Sandra Zoratti What should you do when someone cries or laughs at work? The same thing a go-giver, loving mother would do. Discern what provoked the emotion then seize the moment to support their greater self-understanding and confidence — and...