Topicsocial media Archives - Who's Your Gladys?

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Are Extended Customer Service Hours Still a Thing?

Extended customer service hours – the ability of your customer to reach you when they perceive that they need you – is an important part of the customer relationship.

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Are You Creating Memorable Moments for Your Customers?

Like so many consumers these days, I look to the internet for all kinds of product information. A few months ago, I was looking for fun socks for a social media campaign I was working on and came across Sock It to Me Socks. Their brand identity is colorful and entertaining. Their socks come in crazy fun designs.

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Is Your Service Bringing You Stellar “Earned Media” Opportunities?

According to a Nielsen Study conducted in 2012, ninety-two percent of consumers around the world say they trust earned media, meaning word-of-mouth and recommendations from their friends and family, above any other form of advertising.

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Feedback is the Engine of Improvement

Nobody – and no company – is perfect. If you’ve read “Who’s Your Gladys?” then you know that we recommend a continuous improvement mindset. It’s what takes companies to

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Even for Small Businesses, Service Matters for Loyalty and Referrals

Even for Small Businesses, Service Matters for Loyalty and Referrals

It’s an interesting time at our house. My fourteen year old son started his driver’s education program. As his nervous mom, I’m glad I don’t have to be the

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Could the Power of Social Media Cause a Crisis for Your Business?

Social media has given the average consumer a megaphone that can be used to reach tens of thousands of people to share their experience with your business. There’s an

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A Heartfelt Apology Disarms Even the Angriest Customer

When a customer is angry, the first line of defense is a heartfelt, genuine apology. Not an explanation. Not a a defensive response. A genuine apology, given quickly. Scott Stratten,

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Are You Prepared for a Social Media Crisis? 3 Ways to Keep Customers Calm and Connected

Are You Prepared for a Social Media Crisis? 3 Ways to Keep Customers Calm and Connected

A cosmetics company (I won’t mention the brand) ran into a crisis recently that upset and offended their customers. Their Facebook page was hacked. The offenders posted spam, including

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Are Your Customers Loyal Enough to Complain?

Are Your Customers Loyal Enough to Complain?

Nobody’s perfect. Every business, even those who are service savvy and buttoned down in their process, can make a mistake every so often. However, if you’re focused on building

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