Tag Archives: Reputation

Is customer service an oxymoron?

I don’t believe consumers expect perfection from every company, every good, and every service (though that would be nice). What we do expect is prompt and courteous resolution of problems that arise. Here are a few kudos where due in … Continue reading

Posted in Uncategorized | Tagged , , , , , , , , , , , | Leave a comment

Does your company have a social media policy for its employees?

The term social media encompasses a wide range of sites (including Twitter, Facebook, Blogspot, and this one) that allow companies and individuals the opportunity to express themselves in a way that can extend their reach across the globe. An increasing number … Continue reading

Posted in Uncategorized | Tagged , , , | Leave a comment

Do satisfied employees increase customer satisfaction?

A new study from the University of Missouri  suggests that CEOs who pay attention to employees’ job satisfaction will boost both customer satisfaction and repeat business. Christopher Groening, assistant professor of marketing, said his study shows that, in fact, “The link between … Continue reading

Posted in Uncategorized | Tagged , , , , , , , | 3 Comments

Should brand loyalty extend beyond purchase behaviors ?

There’s an interesting article on the Harvard Business Review website on the changing expectations for employee brand loyalty,  beyond employees’ buying habits. “… with employment opportunities tight and economic recovery slow, a profound organizational transformation is taking hold. “Loyalty to the brand” is mutating … Continue reading

Posted in Uncategorized | Tagged , | Leave a comment

Reputation as an intangible asset

I was researching a prospective employer today and decided to pass on submitting an application. The position is a good fit for my experience and education, but the company isn’t a good fit for me. That started me thinking about … Continue reading

Posted in Uncategorized | Tagged , , | Leave a comment

Zappos’ founder: It’s all about the culture

Zappos’ founder Tony Hsieh was in Tampa on Monday to speak to American Marketing Association members. The AMA said it was the chapter’s largest turnout ever. I love shopping on Zappos’ website. Now I understand why. It’s not just the … Continue reading

Posted in Uncategorized | Tagged , , , , , , , | Leave a comment