How much information is too much?
Check out this image from an Amazon notification that I received during the holiday season. It included imagery of the product (some black pajamas), a map of my neighborhood that indicates the location of my house, the current location of the delivery driver (the Santa sleigh), and a caption telling me Santa (aka Amazon) was […]
Service certainty
Who has better pizza, Domino’s or Papa John’s? I do a lot of presentations about these companies and when I pose this questions to audiences, usually they’re split right down the middle. Personally, I’m a Domino’s fan. From a value perspective, however, our opinions about who has better pies don’t really matter. Here’s what really […]
Put your best face forward
Good design makes a small company look big or a big company look like a leader. Whether that’s on a website, in emails, social media, on proposals, or in customer service, it’s worth a service contractor’s time to create unique, engaging, modern designs. You do not have to spend a lot to get something good. We […]
Nope, it’s a tide ad.
The Eagles didn’t win the Super Bowl. Nope, Tide won it with their amazing ad campaign. Everybody is still talking about the Tide ad campaign. Wouldn’t it be nice if you could generate that kind of buzz with your customers and prospects without spending anywhere near the estimated $15M Tide spent on their ads? It’s […]
Who do you think you are?
What’s your brand promise? A brand promise is a powerful, shorthand way for companies to tell their customers what to expect. They’re what makes a company different and better than their competition, and a good brand promise gives you permission to focus intently on living up to that promise. Here are a few popular examples: […]
Build a services brand that is worth something
ServiceTrade talks a lot about using technology and great customer service to increase the value of a service contractor’s brand. It is worth exploring what we mean when we talk about a brand. What do we mean when we say brand? As your personality makes you different from everyone around you, your company’s brand is […]
Fill the stadium for your customer service features
So now what? You’ve completed a big project to add new capabilities or value for your customers – something like implementing ServiceTrade or adding the Service Portal to your website. How do you get the word out so your customers start using and appreciating it? If you have asked those questions, you aren’t alone. I’ve […]
Bust customer service data out of the silo
Integration is a popular topic at ServiceTrade. More people are coming up with ways to integrate their customer service data with other operational programs – their website, CRM, accounting, or marketing programs. Once shared across applications, data becomes information that can be used by people throughout the company. Are you thinking about all the ways that […]
It actually is rocket science
Sometimes inspiration comes from unexpected places. Like space and a government agency. NOAA (National Oceanic and Atmospheric Administration) is shrewdly launching (pun intended) the GOES-16 satellite and sharing their excitement with the public. Service contractors can learn from two things that NOAA did exceptionally well: They engaged their audience throughout the process of adding new […]
5 things that service companies can learn from Google analytics
Business owners and managers need reports to monitor the health of their business; to measure what works and what doesn’t, to see how they fit in the world around them, to find the best methods for gaining new customers. Part of that information can be gleaned from Google Analytics.Google Analytics is free, robust and it […]