Another bad meeting (and long)
Protecting the Brand can only be done by protecting our consumers perception. How dare we spend too much time in meetings with the engineers...we need to be out in the trenches!
Rock your presentations
Want to rock your world? Present better data? Then run to Edward Tufte's site and get his stuff...better yet, go to one of his courses. I did last week in Denver and I'm shell-shocked. It's the future of your job!
https://www.edwardtufte.com/tufte/
https://www.edwardtufte.com/tufte/
Rants with substance
•All customers are not equal
•Anything can be solved
•Options define direction
•Look before you leap
•Wal-Mart Metrics do not mix with Nordstrom service
•Quality is your reputation
•Slow reaction = few options
•Self-sufficiency = Productivity
•Choose thy battles
•Marketing is life
•Opportunities rule
•Accountability damnit!
•No plan B? Then shut up about plan A until you do
•Everyone influences
•Time, efficiency or efficient use of time?
•Anything can be solved
•Options define direction
•Look before you leap
•Wal-Mart Metrics do not mix with Nordstrom service
•Quality is your reputation
•Slow reaction = few options
•Self-sufficiency = Productivity
•Choose thy battles
•Marketing is life
•Opportunities rule
•Accountability damnit!
•No plan B? Then shut up about plan A until you do
•Everyone influences
•Time, efficiency or efficient use of time?
Brad Hijack, part deux
The stages of brand enlightenment;
Stage 1: the consumer is curious and crosses your brand firewall.
Stage 2: The handpicked consumer gets “brandwashed.”
Stage 3: The dedicated brand tribe member helps create a parallel social universe.
Stage 4: The brand fanatic drinks the Kool-Aid.
Stage 5: You and your brand win!
-From "Brand Hijack"
Stage 1: the consumer is curious and crosses your brand firewall.
Stage 2: The handpicked consumer gets “brandwashed.”
Stage 3: The dedicated brand tribe member helps create a parallel social universe.
Stage 4: The brand fanatic drinks the Kool-Aid.
Stage 5: You and your brand win!
-From "Brand Hijack"
Book insight
From the Book "Brand Hijack"
"Brand Support is personal (think customer service), so pay attention to detail. Think about your Brand like a favorite birthday present. For most of us, it’s not the most expensive or extravagant item but the most personal and thoughtful one."
"Brand Support is personal (think customer service), so pay attention to detail. Think about your Brand like a favorite birthday present. For most of us, it’s not the most expensive or extravagant item but the most personal and thoughtful one."
The customer is everywhere
Harvard business Review had it right when they coined the "Order Management Cycle."
That is, throughout every step of the manufacturing process (or your process), each time the order is handled- the customer is handled.
The Customer is everywhere. Lurking in your warehouse, accounting department, drinking the cold coffee...
That is, throughout every step of the manufacturing process (or your process), each time the order is handled- the customer is handled.
The Customer is everywhere. Lurking in your warehouse, accounting department, drinking the cold coffee...
Wack-a-Mole?
I hate Chuck-E-Cheese, but as a parent I'm sort of forced into it. I was thinking of marketing when watching my son play the "wack-a-mole" game; perhaps marketing is just like the little gophers...knowing just when to pop up in front of your consumer is key; otherwise your just plain annoying- and when that happens, someone smacks you on the head!
Voice Mail stripped down
My Voice Mail states; "This is Scott, I will get back to you- today" then the beep. No "I'm away from my desk, your calls important to me, blah, blah, blah" stuff...just Hi and I will call you today. Simple- to the point (and yes, I do call back everyone, that day- except pesky salespeople).Every person comments. The first thing out of their mouth on my voice mails is "wow."
It's sad. Sure it kicks my personal brand up a notch...but why are all my business relationships shocked someone will actually follow up the same day? Yep...because most people DON'T.Aint hard to build the brand called you...follow up ALL THE TIME! (protecting your personal brand is kinda important).
It's sad. Sure it kicks my personal brand up a notch...but why are all my business relationships shocked someone will actually follow up the same day? Yep...because most people DON'T.Aint hard to build the brand called you...follow up ALL THE TIME! (protecting your personal brand is kinda important).
Sales people sell your stuff?
A friend shared with me her frustration at her Sales Force. She viewed them as traveling customer service as opposed to people promoting her products.
Heard it before?You want to elevate Sales? Then elevate Customer Service as a whole. Why do you think your sales staffs are "traveling customer service Rep’s?" Yes, because clients obviously look at them as more valuable being in the role of customer service (must not be able to rely on the cubicle rats back at the office). It's simple- you have both as a client...a customer service Rep and a Business Consultant. Build up customer service and a natural transition will happen…sales people will stop servicing and start selling!
Heard it before?You want to elevate Sales? Then elevate Customer Service as a whole. Why do you think your sales staffs are "traveling customer service Rep’s?" Yes, because clients obviously look at them as more valuable being in the role of customer service (must not be able to rely on the cubicle rats back at the office). It's simple- you have both as a client...a customer service Rep and a Business Consultant. Build up customer service and a natural transition will happen…sales people will stop servicing and start selling!
Brand Relationship
Brand? Warranty? Quality?
"Think about the brand as a relationship; it has to behave like a good friend with no schizophrenia, no dramatic mood swings- something you can trust at all times!"
-Jeremy Sampson, InterBrand
"Think about the brand as a relationship; it has to behave like a good friend with no schizophrenia, no dramatic mood swings- something you can trust at all times!"
-Jeremy Sampson, InterBrand
China got you worried?
China? Web? Outsourcing?
How to prepare for your competition may be outlined in a Mark Twain quote a hundred years ago:
"The best swordsman in the world doesn't need to fear the second best swordsman in the world; no, the person for him to be afraid of is some ignorant antagonist who has never had a sword in his hand before; he doesn't do the thing he ought to do, and so the expert isn't prepared for him; he does the thing he ought not to do; and often it catches the expert out and ends him on the spot”.
How to prepare for your competition may be outlined in a Mark Twain quote a hundred years ago:
"The best swordsman in the world doesn't need to fear the second best swordsman in the world; no, the person for him to be afraid of is some ignorant antagonist who has never had a sword in his hand before; he doesn't do the thing he ought to do, and so the expert isn't prepared for him; he does the thing he ought not to do; and often it catches the expert out and ends him on the spot”.
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