Rawcology Inc.’s Post

The power of customer service and why it's so important. Read my latest Substack post to find out what I'm up to and how my local boulangerie reminded me of this!

That's how you run a business. Customer first.

Marketing isn’t just what you say. It’s mostly what you do.

This tweet went viral. But the reason isn’t as obvious as it appears. Yes, Chewy delivered great customer service. That deserves praise. But this tweet went viral because tons of OTHER people had similar experiences — so when they saw it, they replied and shared with their own experiences. Consider: 🎨 Chewy makes 1,000 oil paintings of its customers’ pets PER WEEK, and sends them out as gifts! 🌸 Chewy regularly sends flowers to people when their pets die. 😊 Chewy has a team of more than 2,500 trained customer service reps who respond quickly and kindly. Delighting one customer is great. But when you delight ALL your customers, they'll join together to shout your praises. THAT is how you go viral. If you liked this post, please share it with others and follow Jason Feifer for more. 🔥 Want to be more successful and satisfied? My newsletter, One Thing Better, helps you weekly: jasonfeifer.com/newsletter

Going viral won't grow your business, deep ❤️ love for your customers will. There is so much goodness in this post. 3 key takeaways: 1 - go beyond the profile to deep customer understanding 2 - go beyond "value add" to delight and surprise 3 - go beyond customer service, build a team around customer experience #hotelmarketing #hotels #hotelmanagement #obsessabouttheguest #guestexperience #customerexperience #brand

THIS! This is why branding matters and going viral is more than putting up a video using the latest hit song. Going viral requires a connection between the content and the viewer. Connections are the foundation of brands. And when that connection is based on authenticity, people know and respond. That’s what separates you from competitors. That’s what moves consumers from spectators to ambassadors. It sounds like Chewy invests a lot of time and resources into learning about their consumers and building their brand, resulting in some cool marketing output. As the owner of 2 spoiled doggies, it sounds like this is a brand I need to investigate. And just like that, Chewy has probably acquired a new customer. This is a reminder of how powerful great branding and marketing can be! #AskAMarketer

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗪𝗲𝗲𝗸 𝗲𝗖𝗮𝗿𝗱𝘀 𝗔𝗿𝗲 𝗛𝗲𝗿𝗲 With a few keystrokes you can send free Customer Service Week eCards to team members across the hall or across the globe. eCards were designed to coordinate with all of the Above & Beyond decorations, gifts, rewards, and stress relievers you’re using during Customer Service Week. So go ahead, announce your coming celebration, share daily updates, thank everyone for going Above & Beyond, and more. Here’s all you do: 1. Simply select your favorite card. 2. Compose your message. There’s room for a simple "Thank you for going Above & Beyond for Customers," to a longer, more personal message. 3. Preview your card, and send. It’s that easy! See the eCards at CSWeek.com. And while you’re there, be sure to order your celebration materials! But, don’t delay, popular items go fast.

This #mistake is costing you customers Delayed responses aren’t just an inconveniences they cost you revenue. In today's world, customers demand quick service. If you can’t deliver, they’ll go to your competitor who will. Imagine walking into a café, excited for a meal. The server drops off the menu, but then vanishes. You wait, hand raised, but no one comes to take your order. You feel ignored, unimportant and you leave, never to return. This happened to a friend of mine at a well-known café, and they’ve never gone back. How many customers are you losing to such mistakes? Studies show that 56% of customers won’t return after a bad service experience. Can your business afford that? This is where my customer service training can make all the difference. We help your team anticipate customer needs, respond promptly, and create an experience that keeps customers coming back. Don’t let poor service drive your customers away. Book a free consultation with me today and start empowering your employees.

Boost Business Through Loyalty Attention Café Owners! 🎯 Building loyalty is one of the most effective ways to grow your café business. Here’s how: Offer seasonal promotions that excite customers, like autumn-inspired drinks 🍂 Celebrate customer milestones such as birthdays or anniversaries 🎉 Simplify visit tracking and rewards with tools like Loyal Mate 📲 Loyal customers not only spend more but also bring their friends along. What’s your go-to strategy for boosting loyalty? #CafeOwners #CustomerRetention #CafeTips #BusinessGrowth

𝗧𝗵𝗲 𝗦𝗵𝗮𝗱𝗼𝘄 𝗨𝗽𝘀𝗲𝗹𝗹 Culvers seems to have recently instituted a “𝘴𝘩𝘢𝘥𝘰𝘸 𝘶𝘱𝘴𝘦𝘭𝘭” policy in pursuit of increased revenue. Three visits in a row, at three different Culvers, I have ordered the same “𝘉𝘶𝘵𝘵𝘦𝘳 𝘉𝘶𝘳𝘨𝘦𝘳” as I have for the last 15 years. But have received 𝘢𝘯𝘥 𝘣𝘦𝘦𝘯 𝘤𝘩𝘢𝘳𝘨𝘦𝘥 for a Double Butter Burger. During the third visit the cashier clarified the Point-of-Sale software now defaults to a Double Butter Burger, 𝘵𝘩𝘦 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘮𝘶𝘴𝘵 𝘤𝘶𝘴𝘵𝘰𝘮𝘪𝘻𝘦 𝘵𝘩𝘦 𝘣𝘶𝘳𝘨𝘦𝘳 𝘵𝘰 𝘢 𝘴𝘪𝘯𝘨𝘭𝘦 𝘱𝘢𝘵𝘵𝘺.    As a loyal customer, this feels like it borders on a deceitful redefinition of terms.  In the conference room, price realization seems like the “easy button” of increased profit. 𝗣𝗿𝗶𝗰𝗲 𝗿𝗲𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻, 𝗲𝘅𝗲𝗰𝘂𝘁𝗲𝗱 𝗽𝗼𝗼𝗿𝗹𝘆, 𝗰𝗼𝘀𝘁𝘀 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗹𝗼𝘆𝗮𝗹𝘁𝘆.