Very annoying when you want to talk to a human and the system is structured to make that impossible … or incredibly difficult to do so. OMG!
Human interaction is where one has the opportunity to develop relationships, build a positive image and the marketer who doesn’t understand the value of that needs to be retired!!! Idiocy is the impression one gives as it relates to understanding the value of customer relationships and how they are impacted by the “endless” voice mail process. Caring about the customer’s interaction with your firm is not an afterthought but should be a major focus and voice mail can be helpful when limited and you provide personal interaction.
Remember it costs 5X as much to get a new customer as it does to retain one and 50X as much to gain back a lost client, Emotions play an important role in establishing a relationship with a customer or with those who are interested in the possibility of becoming one. Thus how do you think a voicemail program that goes beyond being helpful but is seen as an annoyance impacts the emotions of those that call your firm? Matter? How do you feel when you incur the Voicemail “mine-field”? Take a survey not only of customers, but employees as well.
If you like, go to our LinkedIn.com group “Smart Marketing for Small Business” or any business group and ask that question. Attitude is a key factor in the success of any business and, one that focuses on making itself very “User Friendly” will always rise above the crowd. Interaction with your target audience is key to building successful relationships. Eliminating or minimizing irritation in any aspect of your marketing efforts is smart marketing. Love your customer and at worst they’ll like you, especially when you make their effort in reaching out to you pleasant.
“Excellent firms don’t believe in excellence –
only in constant improvement and constant change.” – Tom Peters
Do you agree or disagree? Let’s hear from you.
Les Wolff The Original Marketing Curmudgeon Also listen to our radio show, Smart Marketing for Small Business (Live every Wed @11pm EST) And visit our LinkedIn Group of the same name.
By Leslie R. Wolff, A Marketing Curmudgeon
You are in a ‘David versus Goliath’ situation when your competition is outspending you in the marketplace? If they have the staff, the money and distribution channels that can play havoc with your best marketing efforts it’s time to outthink, outsmart and outflank them … and it is possible.
“Commonsense in an uncommon degree is what the world calls wisdom.” – Samuel Taylor Coleridge
A fact of smart marketing is understanding the majority of actions to take are based on common sense. And common sense will tell you that there are ways to counteract the efforts of the bigger and more aggressive competitor.
There is no magic formula but there are some smart moves one can make to level the playing field, or in more than a few cases tilt it in your favor. BUT it requires an open mind, one accepting of change, and if you have that you are already ahead of most of your competitors. Continue reading
Do you want business success? Don’t limit your thinking. Little Ideas = Little Potential and BIG Ideas = BIG Success
Face to Face advice from the Marketing Curmudgeon – Leslie Wolff
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A Different Perspective…
By Leslie R. Wolff, A Marketing Curmudgeon
Are you a Smart Thinking CEO or a dumb one?
Take this questionnaire and find out.
“An inadequate chief executive officer’s time at the top is always too long no matter how short.” – Malcolm Forbes
A key result of this questionnaire is that you will have a better perspective of how you are viewed by all those individuals who interact with you and your company. Perhaps you don’t really care how you or your company are perceived. If that’s true there is no reason to take this exercise because you’ve already proven you are not only dumb but stupid as well and probably in a serious denial state of mind.
In today’s economy the answer to that will interest a lot of people (shareholders, customers, employees, vendors). The answer will impact (or infect) every aspect of your business and the public’s perspective of you. Do you really know if you’re a Smart Thinking CEO? Can you prove it? The questionnaire below will provide you with the answer. Don’t worry you don’t have to share it with anyone; it is for your personal edification. Continue reading
© 2012 Leslie R. Wolff
Marketing is made up of many elements. Back in the 1960s Professor Theodore Levitt of the Harvard Business School, wrote a description in a book called “Marketing For Growth” that said….
“Marketing is all the exhilarating big things and all the troublesome little things that must be done in every nook and cranny of the entire corporate organization in order to achieve the purpose of attracting and holding a customer”
Think of it this way…. anything within your operation that interacts with or influences the decision of a customer is an aspect of marketing that you need to pay attention to.
It is the neglect or oversight of the many troublesome little things that hurts every business from the one-person home based business to the more established firm, from part time to full time operations. Below are question drawn from workshops and teleconferences held in the past that you should find interesting and educational
Q. What is the main reason people buy or is it always price? Continue reading