by Margot Carmichael Lester | Apr 20, 2021 | E'ship
Customer loyalty is more than a feeling. It has tangible bottom-line impact. And that's why it's worth your time and effort to cultivate and maintain. We ran some numbers recently to look at the impact of customer loyalty on our operation. You can do the same whether...
by Margot Carmichael Lester | Jan 13, 2021 | Marketing, Advertising & Promotion, Public Relations/PR practice
Lots of us include a contact option on our websites, a webform or an email address. Great! People love having a way to reach out directly. What's not great is when those avenues to contact turn out to be roads to nowhere. How many times have you reached out only to...
by Margot Carmichael Lester | Dec 22, 2020 | Best of Our Blog, Blogs & Blogging
This unusual year is about over and I think we'll all be happy to see it go. Before we do, here's a quick look at our most-read posts this quarter: 3 writing tips from a nonfiction editor, wherein professional book editor Hannah Bennett shares her advice for any kind...
by Margot Carmichael Lester | Oct 28, 2020 | Marketing, Advertising & Promotion
Customer experience is just a fancy way of saying, "be good to the people who shop with you". And as the child of small business owners, I take that stuff really seriously. My parents, who owned a gourmet grocery, wanted people to feel welcomed, encourage them to try...
by Margot Carmichael Lester | Sep 15, 2010 | Best Practice, E'ship, Marketing, Advertising & Promotion
I've had five customer service interactions in the last 24 hours. Two have been good. One was terrible. Why should you care? Because at any given time, your business -- no matter what it is -- could be part of a post like this, and you always want to be on the good...
