March 4, 2014Delivering Happiness
I've written before about Zappos, the online shoe company that has taken customer service to a whole new level.
It's more than just free postage both ways and a friendly presence on the phone. They strive for an emotional connection with every shoe they sell.
Here's what Zappos founder and CEO, Tony Hsieh says about his company's customer service philosophy:
"We don't have scripts because we want our reps to let their true personalities shine during every phone call, so that they can develop a personal emotional connection with each customer, which we refer to as PEC. When one of our reps found out that because of a death in the family, a loyal customer had forgotten to mail back a pair of shoes she'd planned to return, the rep sent her flowers; now she's a customer for life."
February 25, 2014Dying Of Thirst
I've worked for five billionaires in my radio career. Each paid me well. Still, each wanted more -- more money, more influence, more homes, more planes ... more. Perhaps that's what it takes to become a billionaire. There's a great line in a song by one of my favorite ...
February 18, 2014Pandora Isn't Radio
But then, radio isn't radio very often anymore Much has been written lately about how Pandora is not Radio and vice versa. One of the big selling points for Radio is that Pandora cannot help in an emergency. Radio stands ready to assist in times of need. That is 100% ...
February 11, 2014Listen To The Music
I'm not sure whether it's because of multi-tasking, voicetracking or the pure boredom of computerized boards, but I rarely hear air talent endorse their own music, even new music, and regardless of format. There was a time when the jock's personal endorsement of a ...
February 4, 2014Turning Intelligence Into Magic
None of us has time to read every book that looks interesting. Most of us don't even have time to read every magazine article that looks interesting. So, I'll save you some time today and distill an article I read in Advertising Age. It's a review of Hegarty on ...
January 28, 2014VIP Access
Everyone likes feeling special One of the things Ryan Seacrest understands is the backstage pass. He often uses his website to offer VIP access to his fans. It's easy for us to forget that some people like to see what happens behind the scenes, before you turn on the ...
January 21, 2014Social Media Fail
A little perspective. There's a study out almost every week showing social media "...has almost no influence on online purchasing behavior." E-mail and search advertising "...were much more effective vehicles for turning browsers into buyers." Why should this be ...
January 14, 2014Radio's Momentum
Three steps to help us move forward. We live in an age when standing still, or even running slowly with the pack, means you're falling behind. The fact is, your station -- your radio company -- is either getting better, or it's getting worse. We all know listening ...
January 7, 2014Radio's Momentum
Three steps to help us move forward We live in an age when standing still, or even running slowly with the pack, means you're falling behind. The fact is, your station -- your radio company -- is either getting better, or it's getting worse. We all know listening ...
December 10, 2013The Long And Winding Road
I once saw the actor, Omar Sharif, interviewed on The Tonight Show. He was being teased for his reputation as a womanizer and he had an interesting rejoinder. Sharif said his father once told him that the mark of a great lover is not bedding thousands of different ...