Tuesday, February 05, 2008

Customer Care is Marketing, Part II

All from Christine.net's blog the last couple of days.

"Recognize that everything is Advertising!" I would say that Everything is Marketing. Brian Tracy says that Everything Counts.

Zappos.com is the Nordstom's of online shoe stores. Why? As Christine writes: "These 10 core values are what Zappos adheres to religiously in both hiring and performance reviews:"

  1. Deliver "WOW" through service.
  2. Embrace and drive change.
  3. Create fun and a little weirdness.
  4. Be adventurous, creative, and open-minded.
  5. Pursue growth and learning.
  6. Build open and honest relationships with communication.
  7. Build a positive team and family spirit.
  8. Do more with less.
  9. Be passionate and determined.
  10. Be humble.
"Rackspace recently discovered that full disclosure can result in higher revenues." See the story here.

"GeekSquad actively converts disgruntled customers into loyal brand advocates. “Customers will forgive anything if they know you’re trying."" Read the rest of the story here.

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