Tag: customer service
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A little lesson from Victoria’s Secret’s past
I was doing a deep dive to learn more about the initial launch of Victoria’s Secret Rapture, and then I landed in a pile of marketing info. While there I came across a 2003 article in Brandweek about Victoria’s Secret Beauty. Writer Christine Bittar interviewed executives in Victoria’s Secret Beauty and made this observation about…
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The gesture
I came home to a box, an unexpected package. Fragile, it read. “Dearest member…” It was a box of chocolates from a beauty brand I shop with, a gesture of appreciation for the season. I could have easily ordered my own box of chocolates. I certainly could have diverted what I spent on their products to…
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The Van Cleef and Arpels TikTok drama
A tiktok creator, who goes by the handle mangomoniica, is sore with Van Cleef and Arpels. As she tells it, she had her 18k gold Alhambra bracelet for all of two months before it started to tarnish. She took the item into the store and had it sent away for cleaning. When it returned to…
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Walgreens loss prevention had them losing even more
It seems that Walgreens extreme loss prevention methods made things even worse. The drugstore chain reported a $245 million loss as a result of the efforts. The CEO didn’t provide any additional details, beyond they would be working on creative efforts to turn things around. In reporting on this story, Regina Cho covered what people…
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Don’t force it
There are multiple reasons why you might want to start a loyalty program for your business. Often times the reason is to encourage shoppers up the consumption escalator. If you can get them to be more loyal to your brand, they will buy more products. On the other hand, the reason why many have started…
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FTC issues new rules on fake reviews
You’ve seen them. You’re on the site trying to evaluate whether or not you should order that thing. You’re reading the reviews and there is one that seems … off. Dare I say fake, overly glowing, and like they never actually used the product. Now the FTC is doing something about that. The Federal Trade…
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Was it the barista’s favorite song?
I can’t even remember what I planned to write about. All I know is that I wish I had brought a pair of earplugs to Starbucks. The music is blaring. Because I use this as basically an office rental, I am annoyed. The level of background noise meant I had to take my Zoom call…
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That one star review is more useful that I thought
I remember that moment vividly because it annoyed me. How could she penalize the brand because she was getting exactly what they said she would? But now I see it differently. That one star review was actually vital information. Let’s get these things out of the way. I don’t think they should start adding pockets…
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And now the buyer: Customer roles
We’ve come to the final role, the buyer. As I have been discussing the four customer roles, this one I suppose could be a bit confusing. I just wrote about the payer. What is makes a buyer different from a payer? This might be nuanced, but the buyer is the person who actually acquires the…
A Wren Says 