I recently read an article on Forbes called Marketing to the Super-Rich that advised brands to be thought leaders in their categories and to target influencers of UHNW consumers like wealth managers or their family office. This got me to thinking about how a lot of tactics for targeting the ultra-wealthy are similar to those one [...]
All posts tagged customer service
What B2B Marketers and UHNW Marketers Can Learn from Each Other
Posted by Lauren Leitch on November 1, 2012
http://mascola.com/insights/what-b2b-marketers-and-uhnw-marketers-can-learn-from-each-other/
Luxury Destination Marketing: How a Great Resort Handled a Great Big Problem
I blog a lot about marketing and luxury destination marketing. In that process, I usually tend to focus on customer service and, many times, bad customer service experiences. I’ll readily admit that I am quick to name the companies and brands that drop the ball just when a customer needs them to solve a problem. [...]
Posted by Chuck Mascola on June 19, 2012
http://mascola.com/insights/luxury-destination-marketing-sagamore-resort/
Two Car Brands That Finally Get Their Customers
There’s something to be said about a real, tangible, intimate experience with a product, in an age where you can buy virtually anything online. From clothes to gadgets and even food, we put our trust in both products and service without actually seeing what we’re buying first-hand. And while shopping online can be efficient, there [...]
Posted by Kaitlin Randall on June 6, 2012
http://mascola.com/insights/two-car-brands-that-finally-get-their-customers/
For Small Businesses, Customer Service Can Make or Break You
How do so many companies miss the need to provide their customers with the most basic deliverable during the business transaction ? Shopkeepers through the ages understood that the customer is not only buying the product or service that their shop was selling, but they are purchasing the experience and all that comes, or should [...]
Posted by Chuck Mascola on February 28, 2012
http://mascola.com/insights/for-small-businesses-customer-service-can-make-or-break-you/
Customer Service to the Affluent: Don’t Overdo It
In Pretty Woman, Julia Roberts’ character is disrespected by a saleswoman in a posh store. An embarrassed Julia leaves, only to return the next day with her wealthy hero, played by Richard Gere, who promptly urges the apologetic store manager to ramp up the customer service that was denied to Julia: “I think we need [...]
Posted by Chuck Mascola on February 24, 2012
http://mascola.com/insights/customer-service-to-the-affluent-dont-overdo-it/
Here We Go Again, Staples Trashes Customer Service
Here is the situation — I am a Staples customer. I have been for a while and spend quite a few bucks each there each year. They mail me a promotional catalog. It’s addressed to me at my business. It has a great discount card attached to the cover: It’s for a free DVD player with $125 purchase. Good deal, I’ll order [...]
Posted by Chuck Mascola on January 26, 2012
http://mascola.com/insights/here-we-go-again-staples-trashes-customer-service/
Foxwoods’ High Rollers Redeems Itself
A few weeks ago I wrote a post about our trip to High Rollers as part of our Christmas Party at Foxwoods and how upset we were that they wouldn’t change the crappy music for us. The manager immediately called us and was understandably pretty upset that a negative post existed about his establishment, which [...]
Posted by Michelle Yue on January 13, 2012
http://mascola.com/insights/foxwoods-high-rollers-redeems-itself/
Add Citizens Bank to the Customer Service Wall of Shame
It’s almost a joke to use the words “customer service” and “bank” in the same sentence. Things have gotten so bad out there that big banks simply no longer care about things like customer retention and customer satisfaction. They are content to let bottom-line pressures drive business decisions that chase their own customers out the [...]
Posted by Chuck Mascola on January 12, 2012
http://mascola.com/insights/add-citizens-bank-to-the-customer-service-wall-of-shame/
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