Archive for Suzanne Richardson

How to Get a Cranky Customer
by Suzanne Richardson (05/12/2008)

Being on the receiving end of bad service can ruin your day. But there's good news: Every bad customer service experience you have (or hear about) can help you improve your own customer service.

Letting Your Customers Buy - the Way They Want To
by Suzanne Richardson (05/07/2008)

To get your customers to feel this way, make sure you put your marketing message in front of them in as many ways as you possibly can.

ETR Insider Report: How to Get More Involved With the ETR Community
by Suzanne Richardson (04/24/2008)

Over the past few weeks, we've been running a secret test. (If you're very observant, you may already know what I'm talking about.)

Turn Your Faults into Assets
by Suzanne Richardson (04/22/2008)

Basically, you take a problem with your product - in this case, slow service - and redefine it as a benefit for your customers.

It’s Fun to Know: Wacky Warning Labels
by Suzanne Richardson (04/17/2008)

The fear of lawsuits can make people do crazy things. That includes putting ridiculous warning labels on their products.

A Little Extra Goes a Long Way
by Suzanne Richardson (04/09/2008)

Having top-notch customer service doesn't necessarily mean you cater to your customer's every whim. But it does mean that you should always be thinking about how you can enhance your customer's experience.

A Classic Case of Under-Promise, Over-Deliver
by Suzanne Richardson (04/07/2008)

Take a cue from Zappos and make "over-delivery" a common practice in your business.

5 Easy Ways to Protect Your Credibility
by Suzanne Richardson (04/05/2008)

Public embarrassment is a very real potential side effect of the ease and convenience of e-mail. It's so simple to type out a few words and hit "send.

How to Get Donald Trump to Upgrade Your Hotel Room
by Suzanne Richardson (04/02/2008)

"Question your limits. Question others' boundaries. Question whether you can do something different," Cameron told me. "And you won't believe just how far you can go."

Getting E-Mails by Mistake
by Suzanne Richardson (03/25/2008)

Getting e-mails by mistake happens to me about four or five times a year. I've never gotten any that were particularly interesting, but I've heard some juicy stories...

Now Starring… You!
by Suzanne Richardson (03/14/2008)

What can you do to keep your personal life off limits to story-hungry bloggers?

Is Nothing Sacred Anymore?
by Suzanne Richardson (03/11/2008)

Using examples from the real world can make your writing stronger, more specific, and more believable. But it gets a little tricky when you try to incorporate stories from the lives of your friends, family, and coworkers.