Respond and WIN!

October 26, 2009 by ·

From customer service to sales reps to the HR department – no response is the NEW response. It's the simplest thing to do that will make you stand out above your competition, but sadly it's the thing that doesn't happen consistently. 

If you want to get the attention of a prospect – respond. If you want to gain the respect of your team members – respond. If you want to be noticed – respond. Your competitor's aren't responding and are paying the price.

"Respond. This is the single biggest advantage you have over the big guys. Not only are you in charge, you also answer the phone and read your email and man the desk and set the prices. So, don't pretend you have a policy. Just be human." – Seth Godin



Filed Under: Customer Experience, Marketing · Tagged With: , , ,

Fantasy Inspires Fiction

October 2, 2009 by ·

My fantasy football commissioner passed along this video to me earlier this week. It just confirms the impact and power that fantasy football has as a marketing tool. What do you think, will it last longer than the Geico caveman inspired TV show?

Filed Under: Marketing · Tagged With: , , ,

Community Connection = Loyal Customers

September 17, 2009 by ·

It's the customer experience that is the core asset of any business. When your community experiences your business, your service, a connection is made. The type of connection (good or bad) depends on the type of experience (good or bad).

There has never been a more critical time than now to create an amazing experience for the customers who walk through our doors, call us on the telephone or send us an email. Those who you connect with during the hard times will be with you in the good times. And those who connect with you will spread the word.

As you walk into your office tomorrow morning ask yourself this simple question, "What can I do today to connect with my community?"

Filed Under: Marketing ·

Does Free Make One Loyal?

August 21, 2009 by ·

Thanks for being a customer here's a free ____. Join now and receive a free ____. Give us your email address and get a free ____. Fill in the blanks.

Free is a nice appetizer but it's not what carries the day. What carries the day is the value we bring to those we are serving. Whether we serve them through our products or services, if the value we bring doesn't far exceed the "free" gift we've lost the relationship before it even begins. No value = no loyalty.

Now, what if something that is free also has extreme value? We've then put ourselves in a better position to win and have a lasting relationship from the beginning. For a great example of free and extreme value check out sites like Michael Hyatt, Chris Brogan, John Jantsch and Scott Ginsberg. These are guys who have offered extreme value for free and are building huge tribes of raving fans. AND, a lot of their fans are doing business with them in some way. The appetizer was so amazing that their fans can't get enough and are happy and willing to pay for more.

So, what can you give away on your way to creating loyalty?

Filed Under: Customer Experience, Marketing · Tagged With: , , , ,

Are You Compelling?

August 19, 2009 by ·

The following acronym from the Eisenberg brothers has stuck with me for years – AIDAS. It doesn't matter if you are a business looking for new customers, a non-profit looking for new donors or a politician needing more votes, if these five things aren't happening – you have already lost.

  • Gain ATTENTION
  • Generate INTEREST
  • Create DESIRE
  • Produce ACTION
  • Deliver SATISFACTION

We have to tell our stories (business, non-profit, etc…) in a compelling way that captures each of the above elements if we want to succeed.

Filed Under: Marketing ·
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