Posted on June 29, 2007 by Bill
It’s Friday and you’ve been working hard all week. It’s time to take a break and enjoy something fun: Animator vs. Animation.
Thanks Tom Asacker at A Clear Eye for pointing this out!
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Posted on June 28, 2007 by Bill
These two little words have kept many people in second-rate jobs, selling mediocre products to pretty good customers. Nobody wins and nobody loses (at least that is what we tell ourselves). The fact is, when it comes to things that matter, “good enough” is the enemy of excellence.
“Wait a minute!” you exclaim. “I thought ‘awful’ was the enemy of excellence?” Nope. Awful knows it’s decidedly bad and doesn’t care. “Good enough” pretends to more that it is. “Good enough” is lazy and hollow. “Good enough” wastes resources just to maintain the status quo.
When it comes to things that matter, never settle for “good enough” and only strive for excellence.
Filed under: Business, Customer Service, Goals, Marketing | 1 Comment »
Posted on June 27, 2007 by Bill
There is no one else in this world who is more important than me (or at least that is the way I see it). I don’t like to hear much about you. Mostly, I only care about how you make me feel about myself. I sometimes talk about you with other people, but only when I think it will make me look cool or smart in front of my friends or allow me to be the “office hero”.
I don’t like to have to think too hard about what you tell me. I don’t want to have to go out of my way to have a relationship with you. In fact, for the most part, I’ll leave all that work stuff up to you.
Who am I?
I am your customer. If we haven’t met, it’s nice to meet you.
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Posted on June 26, 2007 by Bill
A little break from the norm. Watch this video of interesting design in action:
Happy Tuesday everyone!
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Posted on June 25, 2007 by Bill
Why invest in a website, business cards and voicemail when you do not return phone calls?
Why ask for customer feedback when all they get when they call your customer service line is a message about how “important” their call is to you?
Why give employees perks when you cannot make payroll?
Why put a mint on the hotel guest’s pillow when the sheets are stained?
Why worry about the customer experience when your call center employees are not allowed to deviate from the call script?
Why carefully craft a hand-written, personal thank you note to customers when your automated, monthly account statements are undecipherable?
First, take care of the basics.
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Posted on June 21, 2007 by Bill
After yesterday’s post, I though it would be fair to include some of mom’s sayings that do translate into good marketing advice:
- I don’t care what everyone else is doing. I only care about what you are doing. Focus on your customers and not what everyone else is up to.
- I just want what is best for you. Do the things that are in the best interest of your customers. A little heart goes a long way.
- If all your friends jumped off a bridge, would you jump off too? Following what others have done may seem easy, but it most certainly will lead to your own demise.
- Don’t judge a book by its cover. Talent may come in many assuming forms.
- How do you know you won’t like it unless you try it? Encourage innovation and “stretching” of your employees beyond what is comfortable.
- Did you finish your homework? Do your homework on your customers, your employees and their changing worlds.
- Don’t forget to put on clean underwear in case you are in an accident. Don’t make a business “accident” worse by not proactively preparing for a better outcome.
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Posted on June 20, 2007 by Bill
We love our dear,
old wise moms. However, your mom’s advice may not always translate into good marketing advice. Take these for example:
- If you don’t have anything nice to say, don’t say it at all. You should not only encourage your customers with complaints to say something, but you should seek them out.
- How many times do I have to tell you…? If you find yourself needing to repeatedly yell your advertising message (think car dealerships) and most everyone still ignores you, it may be time to come up with something that is worth other people’s time to talk about.
- Because I said so, that’s why. Every request from your customer may not be reasonable (or safe), but your customers do deserve an explanation as to why you can not deliver on what they have asked. (“In order to be fair to the other hotel guests, we can not allow you to take your 16 cats into your room, Ms. Sweeny.”)
- I’m doing this for your own good. It’s not what you think is good for your customers, but rather what they think is good for themselves.
- Look at me when I am talking to you. You have to earn the attention of your customers through a remarkable customer experience.
- Do as I say, not as I do. It’s not the customer appearance (what you say you’ll do) that counts, but rather the customer experience (what you actually do).
- No matter how old you get, you will always be my baby. You should never look back in the “photo album” of your business only to discover how much your customers alone have changed. It should be both your company and your customers changing together.
To be fair to moms everywhere, watch for tomorrow’s post. Happy Wednesday everyone!
Filed under: Advertising, Branding, Business, Marketing, Word of Mouth | 5 Comments »