Unhappy Customers and Unexpected Opportunities (jschmid.com)

One of our clients challenged us this week to find a way to call out a product they had improved. The perception (and the truth) was that this particular product—in this particular niche industry—was indeed subpar for a while. And our client fixed it. Really, really well.

What brand doesn’t slip now and then? From large, global corporations accused of being environmentally negligent, to the small online retailer that suffers an inventory issue, most businesses, at one time or another, experience the Unhappy Customer Moment.

The good news? There is such an abundance of feedback channels and data now to provide immediate and rich information on how our customers are experiencing our products and our brands. The even better news? This information provides us with an extraordinary opportunity for change. To respond. To fix the problem.

read more at: https://www.jschmid.com/blog/unhappy-customers-and-unexpected-opportunities/

Related Posts

Marketing Agency, Edit, part of the Kin and Carta plc, joins Two Sides

Two Sides are excited to announce its newest member, the Marketing Agency, Edit, part of the Kin and Carta plc. Edit are a bunch of talented data scientists, media experts, and technology architects who create marketing that matters by obsessing about less. They provide print media to their clients around the world, with a focus on accurately targeting the right audience, with the right message, at the right time. “Edit is delighted to become a member. We look forward to working with Two Sides to promote the sustainable story of print media and enhance our own sustainability story,” says Head of Media Solutions, Sarah Burns.

Meta Must Face Class-Action Over Inflated Audience Metrics, Court Confirms (mediapost.com)

In a defeat for Meta Platforms, a federal appellate court late last week left in place a recent decision allowing Facebook and Instagram advertisers to proceed with a class-action fraud lawsuit over inflated metrics. Unless the Supreme Court intervenes, Meta must now face a class-action on behalf of all U.S. advertisers who used Facebook's Ad Manager or Power Editor to purchase ads on Facebook or Instagram after August 15, 2014. Meta hasn't yet said whether it will ask the Supreme Court to hear an appeal. The battle between Meta and the advertisers dates to 2018, when business owner Danielle Singer alleged in a class-action complaint that Facebook induced advertisers to purchase more ads, and pay more for them, by overstating the number of users who might see the ads.

Google Chrome’s Third-Party Cookie Phaseout Forcing Industry To Adapt (mediapost.com)

Google has officially begun to phase out third-party cookies by implementing a default browser feature called Tracking Protection. When activated, it will cut off a website’s access to third-party cookies. The browser feature began rolling out randomly to 1% of Chrome users globally today, marking the year’s first notable step toward privacy for consumers and third-party cookie deprecation for the industry. Marketers will adapt. “While it’s an adjustment for everyone, it’s actually a valuable move,” said Anthony Yell, Razorfish chief creative officer. “It might take some adjustment to communicate as effectively in a world with cookies, a world without cookies is a wonderful thing.”
Back To Top
×Close search
Search