The question has come up more than once, “What if we put in a rewards program for referrals or word-of-mouth to our audience, does it still carry the power of WOM?” Great question and deserves some exploration… Social media has completely changed the game in so many ways, but no more than in the world…
I don’t know if you are in the same boat as I am, but I get bombarded by tons of people and companies anxious to tell me “HOW” to do social media and “WHAT” I need to have to be successful and “WHERE” I should go to get these super special services and results –…
Take a look at this list of companies ragan.com shared on their blog, “Report: The 5 Brands that could perish in 2012“, that might not make it through 2012 – very interesting list. It doesn’t really matter whether we all agree or not at this point, that is not the point of this post. The…
We all know the story… The Tortoise and the Hare…where the Tortoise starts out slowly but just keeps putting one foot in front of the other heading towards his goal, the finish line. Nothing too flashy or exciting, just one after another, after another, after another. Then there is the Hare, running forward, backwards, side…
One of the blogs I regularly follow is Seth Godin. Why Seth? He has a very no-nonsense way of putting things in plain english for all of us to understand about marketing, customers and a host of other interesting topics. I was thinking the other day about a particular topic to talk about – how…
Last week was my wife’s birthday and we wanted to do something fun and special – of course, where have you heard that before. Since we live in Woodinville Wine Country, Woodinville Washington, we decided having a party at a winery would be a fun experience. But which one – there are tons of great…
Interesting question, isn’t it? The word Authenticity has been around for a long time and it has resurfaced in the past few years to be linked to behavior and to customers. But is it really the “right” word for our times and does it really communicate what is really meant by the author? I don’t…
I came across an interesting article by JAMIE HERZLICH on Newsday.com today that just compelled me to comment on. The good news is that the title of the article is spot on, “Small Business: Good Customer Service is Key.” However, I don’t think Jamie took it as far as it could be to accomplish what…
Yes, you heard me right – Give your CUSTOMERS away to the competition. OK, so maybe not entirely but in principle at least. Everyone is touting how great their customer service is or how wonderful of an experience they give their customers or how well our employees treat our customers, etc. etc. etc. Put your…
If you don’t know the gap between what your “employees perception” and your “customers perception” you can’t make the “right changes” to build differentiation. Let me explain. Customers have a very vivid perception about what they want the experience to be with your company – right, wrong or indifferent – it is reality to them. …