Posts Tagged ‘customer service’

The Best New Business Is Repeat Business

February 17th, 2011 - Jeff Turner

Our best marketing is the work we do for our customers each day.

My close friends and neighbors are moving back to Dallas, Texas. The moving van outside my front door is a sad reminder of that fact. When talking to them, my wife learned that they have used the same moving company for each of their last seven moves. That’s a pretty impressive number. It’s also represents a high return on North American‘s initial marketing investment.

Companies spend a lot of time and money trying to find new customers. We focus a great deal of attention on the process of bringing them in the door. We make lots of promises about the kind of work we’ll do for them. The same attention needs to be applied to keeping them. It seems to me the formula for this is pretty simple.

  1. Deliver on your promise.
  2. Stay in touch.

We forget how simple it is sometimes. I need to stop forgetting.

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Posted in Commentary | 6 Comments »

Cut Through The Noise With A Handwritten Note

June 18th, 2010 - Jeff Turner

I recognize the incredible value of a handwritten note and I suck at actually sending them.

Greg Meyer, from Gist, does not. We received this in the mail today. It was a followup to our face-to-face meeting at Buzzre Portland and conversations about their upcoming API release. We’ve had several digital conversations on Twitter, Facebook, Flickr, email and even a GoToMeeting session, but in the midst of all that, this handwritten note stands out. It cuts through the noise like a knife.

We now have “design a card we can use to send handwritten notes” on our to do list. Thanks, Greg.

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Posted in Blog, Commentary | 3 Comments »

Screenr Will Be A Great Customer Service Tool

August 19th, 2009 - Jeff Turner

I have delayed launching a real Twitter account for Real Estate Shows for a long time.

We want to have the Twitter account be relevant and beneficial to our customers. Brad Coy sent me a DM this morning that included a link to a new Screencasting site that is built around sharing via Twitter and I think it will become an important part of how we eventually use our company Twitter account.

Screenr is the name of the service and it does one thing very well and very simply. It records what you’re doing on your computer screen and saves it to be shared via Twitter. Here is an example below:

As you can see, the quality is excellent. It works on both a PC and a Mac and can be viewed on iPhones. Additionally, you can download the resulting MP4 file and with the click of a button, share on YouTube as well. With very little training, our customer service staff will be able to publicly address customer service questions with simple demonstrations and share them with all of our clients via Twitter.

I like it.

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Posted in Blog, Site Reviews, Social Networks | 1 Comment »