The Energizer

Resilient Insights for Work & Life

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Subaru Builds Communities and People (PS… they also sell cars)

By Eileen McDargh - Monday, October 01, 2018

My sister recently sent me what she considers to be the best issue of a corporate/consumer magazine. Very little in it is about cars. Rather, it highlights projects and activities funded by the Subaru Foundation.

Here are some of the stories:

  • Samost Jewish Family and Children’s Service helps everyone from teems to seniors with job placement.
  • The Traveling Trainers teaches anyone who ventures outdoors to enjoy and “leave no trace”.
  • A wildlife educator and companion screech owl spread the word about saving animals in the Sierra Nevada.
  • Children’s museums around the country are teaching kids how to eat healthy.
  • Lastly, the cover story is about adopting “Winston”, an abandoned puppy and the value of rescuing and finding pets through shelters.

My sister concluded with this statement: “Makes me feel good about driving my car.”

Question: how many corporate magazines evoke these emotions in consumers?I have a feel the answer would be “few”.

 

 

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Ten Tips to Move Customer Service from Drab To Fab!

By Eileen McDargh - Monday, April 09, 2018

It happens all the time: A full-page ad is placed in a major monthly publication. The ad touts the service excellence of their product. Catchy phrases. Great promises. Major dollars are spent to create an implied image in the mind of the consumer. And it can vanish in a heartbeat if promises made are not promises kept—if the derived image cancels out the implied image!  

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How to De-Energize a Customer

By Eileen McDargh - Monday, April 03, 2017

"IT"starts in Gary, Indiana at US Steel’s immense integrated mill (the largest of its kind in the Northern Hemisphere) . “IT” continues in Orlando with the United States Postal Service and Hurricane Irene. And “IT doesn’t stop until long after I return home to Southern California and a 7.0 earthquake. The “IT” is a laptop malfunction—the unnatural calamity created when technology and a virus meet. 

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How to De-Energize a Customer

By Eileen McDargh - Monday, March 06, 2017

"IT” starts in Gary, Indiana at US Steel’s immense integrated mill (the largest of its kind in the Northern Hemisphere). “IT” continues in Orlando with the United States Postal Service and Hurricane Irene. And “IT doesn’t stop until long after I return home to Southern California and a 7.0 earthquake. The “IT” is a laptop malfunction—the unnatural calamity created when technology and a virus meet. 

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Guest Post: Service Resilience: A Key Ingredient for Innovative Service

By Eileen McDargh - Tuesday, February 14, 2017

“No one ever bought a ¼ inch drill bit because that’s what they really want,” wrote Harvard business professor Ted Levitt. “What they really want is a quarter inch hole.” And, what customers would really like to do is snap their fingers and get a ¼ inch hole… just like Captain Kirk could do on Star Trek. But, they have to deal with the process of getting a hole. 

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Another Bonehead Customer Service Strategy

By Eileen McDargh - Thursday, January 08, 2015

You just received the letter from Anthem Blue Cross. The opening line:  "We'd like to thank you for choosing Anthem Blue Cross. We value the trust you have placed in us."  

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Change Large Strategy to Small Targets

By Eileen McDargh - Friday, September 12, 2008

 

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Get To Know Your Customers By Actually Speaking To Them!!

By Eileen McDargh - Saturday, June 14, 2008

 

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Good Customer Service Closely Tied To Good Business Etiquette

By Eileen McDargh - Thursday, March 13, 2008

In one day, I experienced the following:  

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