Customer Speak – A Marketing Blog from Bridgz Marketing Group


The Era of Exposure by Bridgz
January 25, 2012, 12:12 pm
Filed under: Business Models | Tags:

Today’s post comes from Bridgz’s junior copywriter Nick Nelson

Once upon a time, embarrassing little slip-ups in customer service could be swept under the rug. If your brand was able to maintain a generally consumer-friendly reputation, you didn’t need to worry about isolated incidents doing much to damage that rep.

In a world where the internet and social media reign supreme, however, this is no longer the case. Particularly bad experiences will be shared with the world digitally, going viral and causing major headaches for your PR department.

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Breaking My Own Rules by Bridgz
January 18, 2012, 12:16 pm
Filed under: Business Models

Today’s post comes from Bridgz data technician Sharon Neuenfeldt.

When I go shopping, I have some pretty strict rules that govern my choice of store, given the product selection I’m looking for.

For example, where do I go for groceries – Cub or Rainbow? The Cub store nearest me has easy access to parking, the aisles are wide and the checkout process is usually pretty fast and painless. My local Rainbow?  The parking lot is a nightmare, the aisles are crowded and illogical, and the checkout process takes forever. So, no brainer, I go to Cub.

I use the same rules to decide if I go to Office Max or Office Depot, Target or Walmart, and so forth.

However, when I run out for lunch, I repeatedly go to a local restaurant where it regularly takes a 10 minute cruise to find a parking spot, the lines are long and checkout can take anywhere from two minutes to 10 minutes. Why?

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How to Leave Customers Raving by Bridgz
January 11, 2012, 12:19 pm
Filed under: Business Models | Tags:

Today’s post comes from Bridgz’s director of production services Denise Maher-Gall.

Car dealerships and car salesmen get a bad rap for being crooked, uncaring and even slimy. However, this last spring my husband and I had a wonderful customer experience with the purchase of our 2011 Jeep Liberty.

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The Times Are Changing by Bridgz
January 4, 2012, 1:47 pm
Filed under: Customer Rules | Tags: ,

Today’s post comes from Bridgz’s junior copywriter Nick Nelson.

Last week, the New York Times sent out an email to about 8.6 million people urging them to reconsider their decision to cancel home delivery and offering a discounted renewal rate.

The problem: most of these folks had never received home delivery from the Times, or hadn’t canceled. Confused, receivers of the email went about contacting the newspaper for an explanation. They received one – too hastily – as the company quickly tweeted the following: “If you received an e-mail today about canceling your New York Times subscription, ignore it. It’s not from us.”

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