customer service

09/02/2014

Content Boost Receives Better Business Bureau Accreditation

When I attended Market New York Expo earlier this year, I had the chance to meet with the New York chapter of the Better Business Bureau (BBB). I had always known about the BBB; I look for the seal on the websites of companies I hope to engage with as a consumer, I know that to become a BBB accredited business you have to uphold certain standards, and I understand that customers feel a certain degree of comfort when they know a potential vendor they are eyeing is BBB- accredited.

So as I was standing there talking to a BBB representative and it dawned on me: it was time to get Content Boost BBB accredited.

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09/01/2014

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.

If 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”

02/07/2014

When Push Comes to Shove, Quality Content Wins the Day

I must confess, I have an unlikely favorite new TV show. That the show would become my new darling was improbable not only because it airs on PBS, but because the British accents and colloquialisms mean I often have to rewind to make sure I understand what is being said. Still, I have fallen in love with “Sherlock.”

“Sherlock”—starring Benedict Cumberbatch as the famed detective and Martin Freeman as Dr. Watson—is produced by the BBC in England and airs on PBS in the U.S. Seasons consist of just three episodes, all running 90 minutes without commercials. Essentially, each season is like a trilogy of three movies that follow the adventures of younger, modern-day versions of Sir Arthur Conan Doyle’s famed characters.

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02/06/2014

The Majority of Consumers Want to Find Their Own Answers; Content Marketing Can Help

A new study by Forrester Research shows that 67 percent of consumers use Web self-service knowledge to find answers to their questions. This information is very useful for those interested in getting involved with content marketing, which moves beyond the traditional ways that marketing has been used in the past, allowing businesses to create a wealth of great content that showcases not just what is new within their company, but what’s happening within their industry at large.

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01/17/2014

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.

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.

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10/01/2013

Can You Handle the 21st Century Customer?

Spend just a few minutes with your existing and prospective customers—or just two minutes scanning your Twitter news stream—and one sentiment resounds loud and clear: we are in the Age of the Consumer, one characterized by a customer who is more informed, demanding and expectant than perhaps we have ever seen. Just consider the following statistics aggregated in a great LinkedIn post:

For every customer complaint there are 26 other unhappy customers who have remained silent.
96 percent of unhappy customers don’t complain, however 91 percent of those will simply leave and never come back.
70 percent of buying experiences are based on how customers feel they are being treated.

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09/30/2013

A Tale of Two Companies and How Each Captured My Heart

Hi, my name is Allison Boccamazzo and I’m a Kate Spade addict. I’m a LUSH addict, too. I tried good and hard to give them up, but I just can’t. And so here I am, writing (yet again) about how amazing these companies’ customer service – and content marketing strategies – are. I swear to you that there’s no paid advertising going on here. This is just the simplistic power of content marketing coupled with superior customer service.

My relationship with these two companies escalated quickly and blissfully, like going out to dinner with a complete stranger on a sporadic Saturday night to falling head over heels by the time you reach the front door. In an effort to explain to you how to capture your customers’ hearts, I have to explain how these two companies consistently knock it out of the park for me. And, in turn, why I’m always willing to open my wallet for them.

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07/11/2013

Are Your Customers as Loyal as You Think?

This might sound odd to say as a writer, but I absolutely love television. While I can certainly spend hours poring through the next great best-seller—particularly when it comes from Jodi Picoult—there is nothing quite like plopping down on the couch after a hellacious work day and enjoying a guilty pleasure on TV.

And when someone messes with this part of my day, simply put… I don’t do well.

Let me paint you a picture of last Wednesday. While many were out celebrating the 3^rd of July—apparently that is becoming an even bigger holiday than the 4^th of July—I was very much looking forward to catching up on my DVR and explaining to my fiancé why “The Bachelorette” is not, in fact, scripted. Yup; I’m one of those.

But instead of showing me Desiree’s romantic date with Drew, all I saw was a bright blue screen. No cable. No DVR. No way to escape. My patience had been pushed, especially since this was the umpteenth time in the past few weeks that our cable box wouldn’t turn on. So I did what any normal person does on the 3^rd of July; I spent my night with my cable provider’s call center.

Continue reading “Are Your Customers as Loyal as You Think?”