Comments on: Why Brand Managers Must Sweat the Small Stuff… and it’s ALL Small Stuff http://www.eigene-homepage-erstellen.net/blog/internet-marketing/why-brand-managers-must-sweat-the-small-stuff-and-its-all-small-stuff.htm Internet Marketing: SEO, PPC & Social - Seattle, WA Fri, 28 Aug 2015 16:10:55 +0000 hourly 1 http://wordpress.org/?v=4.3 By: Marie http://www.eigene-homepage-erstellen.net/blog/internet-marketing/why-brand-managers-must-sweat-the-small-stuff-and-its-all-small-stuff.htm#comment-109140 Mon, 30 Dec 2013 01:56:51 +0000 http://www.eigene-homepage-erstellen.net/?p=22213#comment-109140 This is a great post! Nothing matters more than the details of a project. It shows you care and respect the image you’re trying to portray.

]]> By: John Cameron http://www.eigene-homepage-erstellen.net/blog/internet-marketing/why-brand-managers-must-sweat-the-small-stuff-and-its-all-small-stuff.htm#comment-109138 Fri, 20 Dec 2013 03:03:32 +0000 http://www.eigene-homepage-erstellen.net/?p=22213#comment-109138 Here’s an interesting story I like to tell. A mattress retailer produced a television commercial and spent good money running it on TV. It was about how their delivery staff wore booties over their shoes when they entered the customers’ homes. They got the idea for the commercial from their customer satisfaction surveys. Their clients commented frequently about how much they appreciated it.

Meeting expectations = good satisfaction
Exceeding expectations = excellent satisfaction

It all sounds great until you realize they spent good money to downgrade exceptional customer satisfaction into good customer satisfaction and heaven forbid if one of their vans runs out of booties.

This is clearly not an example of how to improve customer service to increase satisfaction.

The moral of the story is to give every customer a booty call.

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