Tag Archives: customer satisfaction

Coupons Combined With Considerate Customer Services Adds Customers – Smart Marketing Move

This week’s Smart Marketing Move goes to Wild Garden Accents!

A friend and I were driving past a garden center; it looked more like decorations and we weren’t in a rush, so we stopped. This place was packed with goodies to make a garden unique to you. Wild Garden Accents had many employees that greeted us and asked if we needed help. The customer service was spot on, but that’s not the main reason they are getting this Smart Marketing Move.

 

We made our way around the entire store, the display outside is where we found something we were considering. We came inside and were approached by yet another employee. She asked if we received the 20% off coupon. We hadn’t; so she gave us one to use only for that day. That sealed the deal. We got the item, which wasn’t a high ticket purchase, but we might not have bought it otherwise.

 

Lesson Learned: This was very smart of the employee, I’m sure she saw us taking our time looking around. Maybe we had a specific person in mind for a gift, or something for ourselves. Either way, we might not have made a purchase without that the extra nudge. This sale was already happening, so why not make sure that all of your customers receive a little perk?

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Personalized Attention Makes for Happy Consumers – Smart Marketing Move

This week’s Smart Marketing Move goes to PetSmart.

PetSmart is huge and overwhelming if you’re looking for one specific item, as I was this one day. I was looking for a urinary tract infection paste product for my cat. I have never bought it before so I must have been looking really confused in the maintenance section.

There were two employees on the next aisle over that could see me. The one that was stocking the shelves closest to me simply asked, “Do you need any help?” This was one of the few times that I actually did when someone asked me.

She came over and helped me find what I needed with my vague description and then she said, “Hang on a second, I think we have something over here too.” They were changing out brands they were using for all of the over-the-counter medication and she brought over the same exact thing for $3 instead of $9.

I was shocked. First off, this is a big chain and I don’t expect good customer service. Second, she went way above and beyond, saving me $6. It adds up! I wish I got her name, she deserves praise because I’m sure that I’m not the only person that she helps that much.

Lesson Learned: Going above and beyond is not just a personality trait, it can be taught. A little bit of kindness can go a long way and bring customers back to your store. Make sure you say hello to customers, treat everyone the same, and if someone is looking confused like I was they definitely need help…so help them. You’ll have a happy customer and they’ll tell others. Word of Mouth Marketing – use it to your advantage.

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“Outthink the Competition Rather Than Outspend Them”

Author: Leslie Wolff, CEO of Smart Marketing Group, speaks from experience as an entrepreneur, sales and marketing executive plus advisor and coach. Les has “walked the walk and talked the talk.” The knowledge that he imparts with passion has been learned in the toughest of schools, “Real Life!”, in the trenches, on top of the mountain and everywhere in between

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Survey Your Customers – Dumb Marketing Move

This week’s Dumb Marketing Move goes to Deep Spring, a product of Coca-Cola.
Sometime what one considers a “dumb” marketing move is really a result of a management that doesn’t pay attention to its business or worse has a lack of a communication channels that consumers, trade customers or their own employees can’t make them aware of an ongoing problem with their product or service.
These thoughts went through my mind when recently on a business trip to Australia the following scenario took place.
I was staying at Jupiter’s Casino Hotel in the Gold Coast, an upscale establishment and I was fortunate to be staying on their “Executive” floor which had certain benefits such as continental breakfast, the availability of snacks during most of the day and non-alcoholic beverages all day long. It was the latter where the tale began. I went to the refrigerator in the late afternoon and took out what looked like a refreshing fruit based drink named Deep Spring – Orange and Passion Fruit. I took it back to a table with some snacks and sat down to relax and enjoy the great view. I tried to twist the cap off but after 5 minutes of trying gave up. Now I am 5’11”, 200+ lbs, exercise on a regular basis, consider myself relatively strong, so it was a little embarrassing to ask the petite hostess for help. She then told me, as she got out a tool to open it that everyone has the same problem. She said it is literally impossible to open without a handy tool.
What surprised me is this is a product of Coca-Cola, one of the more astute marketers of beverages. But for whatever reason they don’t seem to know about this situation or if they do they are ignoring it. Thus they get ore “Dumb Marketing (or Management) Award”.
Lesson Learned: You want your company to be user friendly! Don’t forget to survey your customers on customer satisfaction. You might be surprised what you find out about your product or service. You might want to keep it anonymous to get the true feelings of your customers.
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“Outthink the Competition Rather Than Outspend Them”

Author: Leslie Wolff, CEO of Smart Marketing Group, speaks from experience as an entrepreneur, sales and marketing executive plus advisor and coach. Les has “walked the walk and talked the talk.” The knowledge that he imparts with passion has been learned in the toughest of schools, “Real Life!”, in the trenches, on top of the mountain and everywhere in between.

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Filed under Free Marketing Tips, Marketing Curmudgeon

Don’t Throw Your Customers Away During the Sale Season – Dumb Marketing Move

This week’s dumb marketing move goes to Macy’s.

Black Friday. It gives sales a whole new meaning. It’s the start of the sales season, free shipping, and great discounts with a mix of crowds, chaos, and long lines. Macy’s, one of my favorite shops around, was a disaster in the aftermath of Black Friday.

I went to go look at the shoes because Macy’s has some of the best shoe sales every season.  Once I got there, I was severely disappointed with what I saw; shoes were in no particular order, the employees were less than helpful and couldn’t keep organized as to who was helping who. The displays were a mess and there was a no clear distinguished section for line and people just standing around.

Because the shoes were in such disarray, it was hard to really tell what was priced what because they were moved from table to table and different prices were posted. Also it was impossible to use the coupons that Macy’s has been marketing because “the items were already sale” so it wasn’t permitted to use them.  Macy’s is normally such a nice, orderly, and friendly store, but with the rush of the holiday sales, it’s best to steer clear unless you have infinite patience and an understanding of people and the craziness that comes with holidays.

Lesson learned: If you’re going to offer sales that are hard to pass up, make sure that your customers are taken care of and make sure that you can offer them assistance. Also, when promoting seasonal sales, make sure you make it possible for your customers to utilize all their benefits, including coupons and discounts.

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“Outthink the Competition Rather Than Outspend Them”

Author: Leslie Wolff, CEO of Smart Marketing Group, speaks from experience as an entrepreneur, sales and marketing executive plus advisor and coach. Les has “walked the walk and talked the talk.” The knowledge that he imparts with passion has been learned in the toughest of schools, “Real Life!”, in the trenches, on top of the mountain and everywhere in between.

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VIP Services Means Loyal Customers – Smart Marketing Move

This week’s Smart Marketing Move goes to: BANANA REPUBLIC.

              

Black Friday is known for its great deals, but also its long lines and mad rushes into stores. I figured I’d try to take advantage of the midnight opening for various stores at my closest mall on Black Friday. As expected, the stores were as packed as a regular business day, with the few exceptions that weren’t participating in the sales rush.

                The first store we went to, Banana Republic was surprisingly neat and still relatively calm. We walked in and right away, one of the employees came up to us and asked if we needed any help and if we wanted a dressing room.  We immediately took her up on the offer for the dressing room and it was a smart choice, because they quickly filled up.

                The employee came back a few times, to ask if we needed her help, but didn’t hassle us, and proceeded to get different sizes and colors of the different pieces we were trying on. We had tailored service even in a chaotic setting. It was nice to feel like more than just a consumer. I’m not sure if the people were getting time and a half or working on a commission, but the fact that the people working took the time to make sure that each person was helped made my willingness to continue to patronage their store a huge plus.

                Lesson Learned: Making your customers feel like VIPs is a crucial part of keeping them coming back for more. Plus, fantastic Black Friday deals don’t hurt the inflow of people. When you offer tailored service and accommodation to customers, people feel seen and like the attention. Good work Banana Republic on making Black Friday a memorable and successful event. 

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“Outthink the Competition Rather Than Outspend Them”

Author: Leslie Wolff, CEO of Smart Marketing Group, speaks from experience as an entrepreneur, sales and marketing executive plus advisor and coach. Les has “walked the walk and talked the talk.” The knowledge that he imparts with passion has been learned in the toughest of schools, “Real Life!”, in the trenches, on top of the mountain and everywhere in between.

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Unhappy Employees Can Damage Your Business – Dumb Marketing Move

This week’s Dumb Marketing Move goes to FedEx.

I’m sure FedEx does a lot of good marketing, but they’re forgetting one important thing, their front line. Now that it’s getting hot again, I thought we should share this. Their drivers don’t have air conditioning in their trucks.

So at least ¼ of the year, if not more, their frontline employees are miserably hot, which can quickly translate into snappy people with the public or aggravated driving. They’re forgetting that satisfied employees, even if it is just their comfort level, are a powerful marketing tool that should not be ignored.

Lesson Learned: Your marketing plan should also include satisfaction of employees; they can turn off a customer, a loyal customer, or even a potential customer. Employees are now less loyal and if they aren’t happy your customers will hear about it, and if they are happy it will show and customers will love shopping at your store, or using your services.

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How to Lose a Customer – Dumb Marketing Move

This week’s Dumb Marketing Award goes to GoToWebinar

Just when I think I have to find another example of a dumb marketing move, there it is happening to me. This week we are searching for a webinar software for a new webinar series, “Smart Marketing for Small Business”™. In our search, we decided to go with GoToWebinar (GoToMeeting’s sister company).

I call and give my information to the person who answered, that’s a good move, a person answering the phone. Then she told me that she is going to transfer me to a sales person who can answer my questions about features. She transfers me and I get voicemail. Odd, but I thought, maybe this isn’t too bad. They called me back within 30 minutes.

I have a good talk with the rep, he answers all of my questions and he says that he’ll email his contact info and the set up instructions. Perfect! An hour later, there’s no email so I call back and the phone just rings and rings. Eventually, I get a recording to leave a message, so I did.

I waited another hour and half and still no email or no call back from our first call. So I called back and someone answered! I explained the situation, told them the reps name so he would get the sale, and I was put on hold for 15 minutes. The receptionist didn’t tell me why I was on hold for so long, or that the rep was on the other line with a customer. Nothing. So I just hung up.

So, we call back again since we were still waiting on the sign up email or a phone call back, and this time we left a very disappointed voicemail regarding their service, since no one answered again. We explained that their lack of attention to our phone calls and our interest in PURCHASING made us question their product.
All of this happened over two days ago, we never received a phone call or the promised email, so we don’t think this is just human error. We think it is lack of organization and management. This all boils down to that they lost a sale.

So now, we’re searching for another company.

Lesson Learned: Even though you have good rapport with a customer and they said they want to buy your product, follow through and attention to details is a very important quality. Just look at GoToWebinar. They lost a customer and now we’re telling others about it. “Take care of your customers or your competition will.” – Anonymous

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