Most Recent Blog Posts

Post Tag: Word-of-Mouth

Forget “Customized” for the Customer…Just Take Anyone’s Money
This just caught my attention and was so blatantly against where we are today I just had to write about it. The article was in Fox Business-Small Business section, “Never Turn Down a Paying Customer.” Just because it comes from a major name in news reporting doesn't make it the right thing to do...just someone's perspective. But beyond the title, the real comment that got me was… “The latest feel-good advice making the rounds is that you should be highly selective about the business you are willing to do and the clients you want to engage with. After all, [read more]
Do you “Extend” or “Kill” the Emotional Feeling in your Customers?
Customer Experiences are emotional. They draw you in and create a feeling inside you…good or bad. Regardless of which it is, something changes inside you when you have an experience with a company. As a company, do you “leverage” and “extend” this feeling or “kill” it when you deliver your customer experience? The buying process, whether B2C or B2B, starts with a need and some degree of emotion. The need, whether it might be out of necessity or a dream of owning something, congers up an emotion inside everyone. It’s easy to see this when you [read more]
Let’s Play the “Customer” Newlywed Game…
Everyone knows the Newlywed game. It’s where two newly married couples compare their answers to the same questions to see how well they know each other. What if you played this game with your customers…how well would you do? How well do you think you know what your customer would say about the interactions…customer experience…they have with your company? What if we put all your employees through the game? How well do you think your employees know your customers? How much of the time do you think you would be in agreement with such things as… [read more]
Out of Sight, Out of Mind…does this describe your Customers?
We all know the phrase…Out of Site, Out of Mind. It is one that most marketers live by every day. The feeling is that if we aren’t in front of our customers on a regular basis they won’t remember us or think of us when it comes time to purchase. There is some truth to this…but only some truth. There are three aspects to this statement that deserve consideration. If you aren’t in the front of your customers mind, they probably won’t remember you. The question is HOW you stay in front of them. [read more]
We all know traditional media is either dead or rapidly dying, depending on which media you are tracking. This has been in the news for a long time now. So advertisers have switched to the internet and online advertising to try and make it work again. It isn’t. What is working is that people are becoming really good at “skipping ads” from wherever you throw them at them. So how do they get you to watch the ad instead of skip it? One agency thinks they have the answer…THREATENING TO KILL A PUPPY. You heard me right…they [read more]
Brand Confusion = Customer Defection and No Word-of-Mouth
How “Simple” and “Clear” is your Brand and your Brand Message? Here’s a simple test…randomly select 10 or 20 customers and ask them to describe your brand and the message you convey with your brand in one sentence. Compare sentences for similarity. If they are all saying exactly the same thing…you have a clear brand and brand message. If they don’t, you are confusing your customer and confusion leads to defection and no Word-of-Mouth. Before you take on the exercise above, try it internally. Randomly select 20 employees and have them do the same test. How did they do? [read more]
Customer Experiences…Are yours being talked about?
Every business or organization delivers multiple customer experiences to their customers every day. And they are being evaluated by your customers every single day…with every interaction. You have no choice in this…it happens if you have customers. Below is a chart to help you visually understand which experiences get talked about. I will give you a hint…it’s the colored ones! Any experience’s not at the two extremes rarely gets talked about today on social channels. Great has become the new average… Today’s volume of information is so incredible and it comes at us in [read more]
Does your Company have a “Short-term” or Long-term” View of Customers?
If someone asked you how you view your customers, would you say you focus on the short-term or the long-term? Be honest with yourself with the answer…we aren’t sharing it with your customers. This is a tough question because we know intuitively what the answer should be…BOTH. But in reality it rarely is…and it’s not hard to tell which one you are focused on in your organization. For example, if you are a B2C company and you are constantly making offers to attract new customers with special deals…but don’t offer the same [read more]
The BEST of the WORST isn’t the BEST
I was in a meeting just the other day where the business owner was talking about their “leading position” in their respective industry. Impressive, right? Not so fast… His industry is what most would consider a “Laggard” stage industry…basically slow to adopt new changes in about everything, not just technology. When everyone else has gotten on board and proved this new way of doing things works, the laggards jump into the game. There are lots of laggard industries. It doesn’t mean they are bad…just means they are slow to adopt new ways of thinking and change. He [read more]
Big Data, Market Research, Customer Analytics, and a host of other terms are flooding our mailboxes and airwaves. This is the era of more data…more research…more analysis to show us who are customers are and how we should be marketing to them. While all this data is supposed to answer all our questions, there is one big question that is the real “elephant in the room”…do you really care about them? I can give you 100 Business Owners and CEOs in a room and ask them if they “CARE” about their customers…and there will be a resounding [read more]