by Steve Miller | Jul 18, 2010 | branding, customer service, marketing, Referrals, Small business, Small business marketing, the customer, Word of Mouth
Why does it seem like some companies just get it, while their competitors don't? I still don't understand how Nordstrom continues to offer great customer service and a no-questions-asked policy, while 100 yards away at Macy's in the Westfield Southcenter...
by Steve Miller | May 4, 2010 | marketing, Referrals, Small business, Small business marketing, Word of Mouth
Here's a news flash for you. People love to gossip. People love to share gossip. People love to hear gossip.Wikipedia defines gossip as: "…idle talk or rumour, especially about the personal or private affairs of others."Gossip is emotional in...
by Steve Miller | May 7, 2009 | marketing, Social media, Twitter, Word of Mouth
Unless you've been under a rock, in a coma, or a complete Luddite (which means, of course, you wouldn't be reading THIS), you've noticed a recent barrage of media attention to this little social media tool called Twitter.What exactly is Twitter and why...
by Steve Miller | Sep 3, 2008 | experience marketing, the customer, Trust, Word of Mouth
I’m honored to say that my last post, Trust: A Relationship of Reliance, has been featured in the Carnival of Trust posting on Ann Bares’s Compensation Force blog. (Whew, are those enough links in one sentence?) There are several excellent postings...
by Steve Miller | Jul 28, 2008 | branding, customer service, experience marketing, marketing, strategy, the customer, Word of Mouth
I’m still in shock and not sure if I dreamed this experience or if I stumbled through some type of wormhole into an alternate universe where hotels actually cared about providing great customer service. Here’s the story: I’m in Phoenix last week...
by Steve Miller | Jun 4, 2008 | marketing, the customer, Word of Mouth
I’ve been giving "word-of-mouth" a lot of thought lately. I recently had Ben McConnell speak to a group of my clients in Austin, TX about this. Ben is co-author of the book, Creating Customer Evangelists, and the popular blog, Church of the Customer,...
