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Forrester Dishes out Tips for Ushering Your New Product through the Launch Phase

Customers have made it more than clear that today, businesses exist in their domain. Today’s empowered customers have thrown a wrench into traditional selling schemes and, as a result, have made the new product market that much more difficult to break into. For instance, manufacturing strength, distribution power and information mastery are no longer considered competitive advantages, according to Forrester Research’s latest “Competitive Strategy In the Age of the Customer” report.

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I Love You, Warby Parker

Warby Parker has, in my humble opinion, re-invented the world of eyeglasses. They’ve made them hip, fun, and accessible.

WarbyParkerIf you’re not familiar with the company, here’s how it works: You choose five frames you like, the company then sends them to you to try on at home, and you send them back. Shipping is free and they give you a pre-paid box to return them when you’re done. If you find a pair you like, you simply send in your existing prescription and order them through the website. They’re only about $100 per pair, which includes the frames and lenses. Oh, and did I mention that for every pair you buy, Warby Parker shares a pair with someone in need?

Let me start with the beginning of my romance with Warby. I had just gotten brand new Coach glasses and a co-worker said to me, “Are those Warby Parker?” I had no idea who Warby Parker was, and when he mentioned that they sell incredibly inexpensive eyewear, I had immediately assumed that my $500 glasses looked cheap. Continue reading “I Love You, Warby Parker”

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Customer Service: It’s all About the Little Things

If you follow the news at all, you are probably well aware by now of the massive data breach that sent retail giant Target spiraling into a public relations crisis from which it has yet to emerge. As you may also know, the company has taken almost as much flak for the difficulty shoppers had reaching customer service—and the treatment they received from call center agents once they did—as it did for the intrusion itself.

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Here at Content Boost, we write often about the importance of  customer service, the impact it has on consumers and a brands image. In thinking about and discussing Target’s predicament over  the past few days, I thought a lot about how companies distinguish  themselves as customer service leaders. As they often do, my  thoughts turned to golf.

Continue reading “Customer Service: It’s all About the Little Things”