Archive for the ‘Customer Focus’ Category


When ‘Surprise and Delight’ goes wrong: How Regal, Universal, and Comixology almost won me over only to fail on fulfillment and support

Friday, Apr 19th, 2019 by DaveK | 0 Comments
Filed under: Customer Focus, Marketing

I’ve worked in Customer Relationship Management (CRM) for years and have run many email campaigns designed to engage and reward customers. Fulfillment is a crucial piece of this, and it’s often hard to do well despite the best intentions. Things like data lag can mean you either have to do extra work to reward customers […]

The customer is always at least a little bit right

Thursday, Apr 2nd, 2015 by DaveK | 0 Comments
Filed under: Customer Focus, Marketing | Tags: ,

Putting yourself in the customer’s shoes is a good way to validate whether your marketing campaigns and customer support processes reward or unnecessarily punish those who purchase or subscribe to your offerings.

Three common social media misfires (and how to avoid them)

Saturday, Sep 27th, 2014 by JacquiK | 0 Comments
Filed under: Blogging, Copywriting, Customer Focus, Facebook, How To, Marketing, Social Networking, Twitter, Uncategorized, Work Samples

Social media has a critical role to play in your overall marketing campaign. A well-executed campaign will spread naturally through shares on the major outlets. You must invest the time and yes – money – required to nurture each individual outlet. Here are four common misfires made by marketers in the social media arena, and […]

Market segmentation: Lessons learned from the gaming industry at PAX Prime 2011

Monday, Aug 29th, 2011 by DaveK | 0 Comments
Filed under: Customer Focus, Marketing | Tags: , , , , , , , , , , , , , ,

Our consulting business shifts from time to time. Sometimes we’re heavy on content creation, other times community building, and – right now – we’re focused on marketing support in the videogame industry. This means spending a lot of time considering different market segments and how to effectively reach them with a message that customers want so they’ll […]

Worker solidarity: 6 ways you can win points with coworkers when you’re out of the office

Monday, Nov 29th, 2010 by JacquiK | 0 Comments
Filed under: Consulting, Customer Focus, How To, Project Management | Tags: , , , , , ,

The final days of the year are fast approaching, which spells vacation time for many office workers across the land. December is filled with excused absences tied to shopping trips, travel adventures and the ever-popular HR vacation threat, “use it or lose it.” Whether you plan to be out for a day, a week or […]

Labor Pains: How grocery strikes impact communities – and it’s not what you think

Thursday, Nov 18th, 2010 by JacquiK | 0 Comments
Filed under: Customer Focus, How To, Social Issues

There has been a strange charge in the air at several major Seattle area grocery stores these past few weeks. Employees at regional chains Fred Meyer and QFC (both owned by national grocer Kroger), plus Albertson’s and Safeway have been working without a contract since May. Contract negotiations began in February, and came to a […]

TMI, dude! Why asking for too much information is the wrong marketing move

Friday, Oct 29th, 2010 by DaveK | 0 Comments
Filed under: Customer Focus, Marketing, Uncategorized | Tags: ,

I recently clicked through an offer to get a free Back to the Future game episode from Telltale Games. It’s a promotion designed to hook you in to purchasing the full series of games when they’re released. The site prompted me for my login, which I had created the last time they did one of these […]

Do these people look like they want to help you? A customer support big phish story

Tuesday, Oct 19th, 2010 by DaveK | 0 Comments
Filed under: Community, Customer Focus, Games | Tags: , , , , , ,

You probably get loads of spam. And you probably have noticed that some of those mails try to trick you (phish) personal details, such as credit card numbers and personally identifiable details that could be used to scam you. And these phishers are getting smarter. Once happy to prey only on newbies and the truly […]

Do hoaxes and fear tactics have a place in social media?

Tuesday, Oct 5th, 2010 by DaveK | 5 Comments
Filed under: Community, Customer Focus, Marketing, Social Networking, Twitter | Tags: , , , , , ,

We follow game communities and social media closely – it’s our area of greatest passion and expertise. So when GOG.com (aka Good Old Games) hinted that they were closing their virtual doors, we – along with many others we follow who have bought classic PC games from them – lamented the apparent loss. But it […]

Community manager and social media lessons from PAX Prime 2010

Tuesday, Sep 7th, 2010 by DaveK | 2 Comments
Filed under: Community, Customer Focus, Marketing, Social Networking, Twitter | Tags: , , , , , , , , , , ,

As a content creator/consultant who works in social media and is trying to get back into gaming community work, I attended two panels at Penny Arcade Expo (PAX) Prime 2010 with great interest. The lessons shared from these panels transcend the gaming industry, which is leading the charge in both of these spaces – but other […]

« Older Entries