Articles and resources tagged “Marketing”

Preventive care for bad PR: It's become accepted knowledge that people talk more about bad service experiences than good ones. That extra energy people put into spreading the word was bad enough when they talked to friends and family. Now that energy is going elsewhere,...; Read Article; BY: Ann Ray on July 30, 2006 | Last updated April 25, 2008; COMMENTS: 0; CATEGORIES: Management; TAGS: Customer satisfaction | Marketing | Service quality
Selling the Invisible: A Field Guide to Modern Marketing: by Harry Beckwith

When you want to broaden your perspective, this will help you understand how customer and employee satisfaction mixes with and reinforces other marketing efforts. While the author focuses on services, it's useful in any industry—we're all competing on intangibles these days.

Amazon; COMMENTS: 0; CATEGORIES: Books | Management; TAGS: Marketing | Service quality
Useful research or marketing games?: I was in my car dealership the other day, and posted behind my service representative was a copy of their satisfaction survey. Naturally I couldn't make out every line from 6 feet away, but their point came across loud and...; Read Article; BY: Ann Ray on March 13, 2006 | Last updated April 25, 2008; COMMENTS: 0; CATEGORIES: Management; TAGS: Biased research | Customer satisfaction | Marketing | Service quality