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AllWrite Ink
Customer Experience # 1 for Customers

A Nice to Have for Companies?

by Deborah Chaddock Brown

When it comes to customer service there is a big disconnect between what customers EXPECT and what they EXPERIENCE.

In two recent studies on the customer experience - one done by Right Now for North America and one on the customer experience trends for 2011 conducted in the U K - the message is clear and consistent:

Customers want a relationship with the businesses they frequent but they are disappointed time and time again.

The good news?

Most customers will PAY MORE if they know they'll experience great customer service.  Not only that but if we get it wrong and then correct the situation - 92% will come back!  Read more.

Businesses seek answers on the definition of exceptional customer service yet many fail to produce. Read more about the customer service definition.


Us Media Radio is a HIT!
It has only been a month but already over 100 people are either listening live or downloading the Us Media Radio segments which record LIVE every Tuesday at 10am est. We've chatted with:

  • Chris Brown about blogging
  • Deborah Shapiro about video marketing
  • Mitch Canter about Wordpress
  • December 7 today we welcomed Twitter expert Sean Malarkey who explained the benefits and strategy behind the use of Twitter
  • Dec 14 Patty Penca talks about visual design
  • Dec 21 Ivana Taylor will talk about CEOs and social media
  • Dec 28 Candace and I will share a lively debate in our monthly segment "Can't Live With - Can't Live Without = the iPad"
Visit our show - join the chat room or call in and ask your questions directly to our esteemed guests. 805-285-9848
December 2010
Volume Five, Issue Twelve


Happy Holidays!

I hope this holiday season is filled with family, love and laughter and that as you look back over the past year, you find that it has provided all that is most important for your life.  Here is a holiday message especially made for you!

Create your own video slideshow at animoto.com.


Audio Tool to Check Out
We all know about YouTube for video, but where can you upload audio and share for free? Have you visited Sound Cloud yet? You can upload 120 minutes of audio for free and have up to 100 downloads. There is a premium service with a monthly fee, but for some place to upload or record your marketing message or music composition - it is worth a try.

Where is Deborah Speaking Next?


I just spoke about Earning Customer Loyalty for the Lake County Kidz Biz Group in Mentor Ohio on December 1 - check out the Western Reserve Railroad Musesum - it was the coolest place ever (and not because it wasn't heated).

Every Tuesday morning at 10am est, on Us Media Radio.




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