Bloomberg just put up a terrific story about the way that Best Buy uses its front-line customer service staff to fight off bigger and richer rivals, like Amazon.
If you're a fan of Trader Joe's, you'll recognize Best Buy's secret -- which is to empower front-line customer service staff to do what it takes to make customers happy.
Even after all these years, I'm still surprised this sure-fire brand-building method is something of a secret.
Mark Gardiner was an award-winning Copywriter and Creative Director, the VP of Marketing at one of Canada's best-loved retail chains, and ran his own ad agency. Then, he took a $12 per hour job at Trader Joe's, and discovered how one of America's most secretive companies built the strongest brand in its category, without ever spending a cent on brand advertising. Want to create a cult of customers devoted to your own brand? Then you need to read "Build a Brand Like Trader Joe's"
Thursday, July 19, 2018
Monday, July 2, 2018
Check out this great podcast all about Trader Joe's
I was flattered to be asked to contribute to this great podcast, sponsored by Zendesk, on the topic of great customer service. The first episode is, in fact, all about TJ's. Check it out and let me know what you think...
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| This episode is entitled "Beyond Cookie Butter: The secrets behind Trader Joe's great customer experience. |
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