Things to Remember about Customer Service

By The Carlton Group, LTD

• Take care of the customer, if not your competitor will.
• Customer complaints are the school books from which we learn.
• There are no traffic jams along the extra mile.
• Customers are an investment. Maximize your return.
• There's a place in the world for any business that takes care of its customers after the sale.

• 38% state that customer service is adequate.
• 73% say that customer service is the most important attribute when deciding to repeat business with a company.
• 65% of consumers communicate to six or more individuals on "poor service" episodes.
• 18% of consumers tell others about their experiences of exception or good customer service.
• 87% of consumers have specific ideas how to improve customer service.
• 34% state that customer service is improving.

Getting Your Marketing Message Across

By John Golinvaux
Avoid the five most common marketing pitfalls:

• Poorly defined marketing objectives.
• Lack of commitment to marketing and related activities.
• Quest for "Instant gratification."
• Failure to devote appropriate budget to achieving marketing goals.
• Inability to execute marketing activities in a consistent manor.

Marketing Tips and Ideas for Great Radio Campaigns

By Greg Hoffman, director of Sales - CBS Radio Denver
How to buy radio for maximum impact:

• Know the customer. Who are you targeting specifically?
• Know when the customer is most likely to spend.
• Keep your message simple. People are busy, don't make it hard for them to know you.
• Focus on your resources. Spend your money with frequency on your target.
• Use 30 second spots to sell your offer upfront.
• Use short reinforcing messages, (:30 and :15) with frequency when the customer is in a "buying mode."