Extend The Experience, Don’t Just Duplicate

Published By Ben Shute On Sunday, October 25th 2009. Under Best Practice, Customer Service, Online Reputation, customer experience  Tags: , , , , , ,   
Extend The Experience, Don’t Just Duplicate
If you are one of the many businesses that have decided to create an online sales channel, there is a good chance that you are already operating a bricks and mortar business. If you do, you need to make sure that your online experience extends your business and doesn't just ... Continue Reading

When Good Brands Get a Bad Name

Published By Ben Shute On Tuesday, October 6th 2009. Under Best Practice, Marketing, Online Reputation  Tags: , , ,   
When Good Brands Get a Bad Name
To call this post "What's In a Name?" would have been too easy. But to answer the question - lots. A bad name can negatively affect perception of your product even if the product itself is good. Just ask Kraft. By way of context, particularly for my international readers, over the last ... Continue Reading

4 Lessons In Customer Service

Published By Ben Shute On Tuesday, August 25th 2009. Under Best Practice, Customer Service, Online Reputation  Tags: , , , ,   
4 Lessons In Customer Service
Those that have been following some of my tweets during the last week will know that I have been searching for a new laptop. On top of this, I've also upgraded my broadband, making this a week where I have dealt with my fair share of sales people and customer ... Continue Reading