Articles
There is More to Building Your Brand Than Just the Initial Marketing
What strategies are you implementing to ensure your customers are using your product, reusing your product and then purchasing your brand agai…
Do customers really want a relationship with your brand?
Relationships are supposed to be reserved for friends, family and colleagues…also known as people! The exception to this is technology. The better technology gets, the more we ar…
Achieve Social Media Success: The Reasons to Consider Outsourcing
Social media isn't a standalone entity in your marketing strategy; it's a vital component, an amplifier that complements your overarching goals. It's not just about establishing a presence; it's about crafting a comprehensive marketing strategy that directly connects marketing goals to your company goals, it's about fostering connections, and truly understanding and engaging with your audience.
Consider this: You don't need to be omnipresent across every platform. Choosing 1-3 platforms that re…
Learning from Another Brand's Customer Service Mistakes
Has your company ever had a problem with dealing with customers? We all have "off days" and do make mistakes.
Over the last few weeks, there has been a lot of chatter about a major cable and Internet provider that made “headline” news when a customer recorded a call to the company’s customer service center. All the customer wanted, was to terminate his service...a simple request, blown horribly out of proportion! The customer service agent proceeded to ask questions as to why the customer would…
Customer Service, Client Journey, Brand Experience, OH MY!
“I know what customer service is.”
“I think I know what customer experience is.”
“What is brand experience?”
That is usually how a conversation about customers relating to a business goes. Companies are familiar with customer service and usually customer experience, although they sometimes conflate the two. Brand experience, on the other hand often draws a blank, or worse, it is lumped in with customer service. Do you see a pattern developing here? There has been a lot of conversation around …
Customer Service Then and Customer Experience Now
Do you remember the days of customer service before social media? For many companies, it seemed like they had a goal of breaking down the customer, hoping to frustrate them out of wanting to be helped at all. Their attitude was, “Wow, you sure seem mad. But what are you going to do about it?” And they were right, there wasn’t much a customer could do…then!Along came social media, and suddenly customers could actually could do something about it. Customers could demand proper service and help. Th…
The CEO Challenge: To Be or Not To Be Social
The two sides seem to argue the same points over and over, as if making their points again will make a difference this time. Perhaps it will, or perhaps it will just continue to fall on deaf ears.
Those in favor say:
- It shows transparency and accountability.
- Millennials will demand it.
- It will put a human face to…
Ultimate Brand Experience--Blue Man Group
I saw the Blue Man Group perform live for the first time earlier this year. I’ve been following them for years and have admired their work ever since I learned about them. The humor, creativity, and inventiveness of the organization is unsurpassed and if you haven’t seen it, I highly recommend it!What the Blue Man Group does really well is they are masters of experience. Going to see a theatrical show or even going to the movies it’s about you sitting in the audience watching and enjoying. Yes t…
Are You Unintentionally Putting Yourself At Risk to Personalize Your Marketing
A common complaint that I hear is “with everything being digital, nothing is personal.” In many ways that is true. Technology has given us the ability to make everything look perfect—even in its imperfection, it still looks perfect. It’s easy to copy, share, and distribute in many different formats all with a few clicks of the mouse. I am noticing that the trend is returning to incorporate personal signatures into marketing materials. Nothing is more personalized than your own signature—it’s you…
Will Membership-Based Brands be Successful in the Future?
Before we teleport into the future, let’s take a trip into the past. Organizations like Rotary, Girl Scouts, Boy Scouts, United Way, and the Lions Club to name a few, really became popular in the early 1900s. It was a primary resource for socializing, giving back to their community, and even personal or professional development and support. Clearly, these were the days before the internet and we could be “social” with the movement of a mouse or the swipe of a screen. People were expected to work…