by Margot Carmichael Lester | May 18, 2016 | Best Practice, Marketing, Advertising & Promotion, Writing/How to Write
Whether we work in B2B, B2C or nonprofit organizations, many of us have done some kind of "we want you back" letter to former or lapsed customers, donors and members. If you've got one of these on your marketing to-do list, here's a cautionary tale. Automated...
by Margot Carmichael Lester | Mar 14, 2016 | Best Practice
We have all kinds of feelings and beliefs around online customer service and support. Some of them are founded in actual experience, others are based on stories we make up or depictions in movies or on TV. But I think it's fair to say that we all approach each...
by Margot Carmichael Lester | Oct 31, 2014 | Marketing, Advertising & Promotion, Work Samples from Margot Lester & The Word Factory Team
I learned a lot about customer feedback/experience writing this article for Staples. Think of Bad Customer Feedback as a Treat, Not a Trick Bad reviews of your business can be hard to take. Whether it’s on a comment card, a local review site or social media, negative...
by Margot Carmichael Lester | Aug 14, 2014 | Marketing, Advertising & Promotion, Work Samples from Margot Lester & The Word Factory Team
Trade shows. We want them to be productive, but sometimes it feels like they're more work then they're worth. I tried to address those challenges in a trio of articles I penned on trade shows for Staples: Swag 101: What you need to know about give-aways and...
by Margot Carmichael Lester | Jun 13, 2014 | E'ship, Marketing, Advertising & Promotion, Public Relations/PR practice, Social Media
Whether it's a bad review on a ratings site, or negative feedback about your job performance, it hurts. That's why a lot of us don't even ask for evaluative input or ignore it when we get it. But if we take a second to let the sting subside and analyze the content of...
