Don’t get me wrong … Working on the improvement and development of customer experiences is what we need to do. However, like so many of the customer-focused solutions that have come and gone before it, we’ve lost the forest for the trees.
For example, there are 47 pages of Google images for “…
Continue reading "3 Actions to Battle Customer Experience Fatigue"If you are a marketing vendor, agency rep, or consultant, here’s a Bill of Rights just for you. And if you hire vendors, agencies or consultants, read this with your own brand in mind. Negative word-of-mouth works both ways.
Vendors and Consultants Bill of Rights
When we take the time to pr…
Continue reading "A Bill of Rights for Vendors and Consultants"Remember the days when you purchased a product or service and the company actually stood behind its wares? Well, looks like those days are waning. Unless, of course, you buy the product insurance! Now, there’s a great money-making rip-off.
It seems like more and more retail outlets are getting wi…
Continue reading "Whatever Happened to Standing Behind Your Products and Services?"URGENT MESSAGE: Boss is in market visiting stores. At ours now. Could be headed anywhere within the district. Be prepared!
It is one of the oldest tricks in the book. And, from what I can tell, happens in nearly every business.
Word gets out that the “boss” (whether it be the district mang…
Continue reading "The Store Tour Con"I recently began to wonder how many of the airlines and hotel chains have really considered “Customer Lifetime Value” in the creation of today’s largely calendar-driven loyalty programs. Beyond the motivation to examine year-over-year performance, how was it decided that one year is an adequate…
Continue reading "Loyalty and Lifetime Value"With global sourcing strategies in place, companies often assemble finished goods from raw materials from hundreds of suppliers. However, not all suppliers act ethically, and some take short-cuts in quality control. In order to properly manage our brands and take ownership of the “customer…
Continue reading "Marketers–What’s in Your Supply Chain?"The lagging (read: nose-diving) economy is creating additional dimensions of customer need that may well force many companies to re-think their value propositions. Here’s a good case in point…
My husband decided to take a road trip with our 17-year-old this summer. With gas at a national average…
Continue reading "Economy Changes Customer Value Perceptions"I once had a co-worker recount the tale of her junior account position at a 4A’s agency. Her account was for a well known brand of– well–tampons. Evidently, the team brainstorming sessions (comprised largely of men), yielded many unfortunate and hysterical marketing and product…
Continue reading "Crawling for Customers"