“Good marketing makes the company look smart. Great marketing makes the customer feel smart” (Joe Chernov, CMO at Insight Squared) Consumers buy from trusted sources. Balancing good quality and helpful content with influential marketing initiatives allows the customer to see your company as a trusted industry leader. Of course, marketing and advertising are necessary expenses/investments in…
“The success of your organisation doesn’t depend on your understanding of economics and organisational development or marketing. It depends, quite simply, on your understanding of psychology: how each individual employee connects with your company; how each individual employee connects with your customers” (The Gallup Organisation) Most employees are amazingly resilient and capable of coping with…
Building a culture that is sensitive to the ‘moment of truth’ is the precursor to being able to reach new heights in quality, innovation, and service delivery for companies. The ‘moment of truth’ is that short period of time when a customer interacts with a brand, product, or service to form or change an impression…
We often make or break relationships with, and subsequent loyalty from, customers by the subtle and sometimes not so subtle messages that we convey to them. Customers want to be treated with dignity and respect, be understood, get good value from purchases and feel that there is a good connection with supplier employees. Treating customers…
Most customers don’t care about you – they don’t care how good you proclaim to be. They feel nothing about the average experience and knowledge of your employees and they are really not that impressed with some of your veiled promises. Almost all customers want to experience great customer service and not just hear about…
“When employees are kept informed instead of projecting an attitude of ‘I just work here’, they come across to customers as ‘I can help because I am in the know’” – ANON Whilst it is true that any possibility of a “personal touch” and “face-to-face” experience has been taken out of customer interactions, almost totally…
I finally landed at the international airport, on my way home after a week-long trip abroad. It was an early arrival and I approached passport control, greeted the official, who answered: “Yeah”. I asked somewhat irritated: “Is that all I am going to get – just yeah?” He answered rather rudely: “Well, what do you…
“Good marketing makes the company look smart. Great marketing makes the customer feel smart” (Joe Chernov, CMO at Insight Squared) Consumers buy from trusted sources. Balancing good quality and helpful content with influential marketing initiatives allows the customer to see your company as a trusted industry leader. Of course, marketing and advertising are necessary expenses/investments…
Companies seem to be struggling to react swiftly to ever-changing customer expectations and needs in a business context of shifting market conditions and financial swings. Stephen M Dent (Partnership Relationship Management) noted: “Outmanoeuvring competitors involves capitalising on highly effective internal and external relationships that ensure the business has the capabilities to support its mission and…
The stated customer service value proposition in much advertising and branding endeavours differs from company to company, but fundamentally attempts to suggest to the prospective or current customer that “we are here for you”. We will do things smarter, better, faster and more professionally. We will make it easier for you. We will provide you…
“The success of your organisation doesn’t depend on your understanding of economics and organisational development or marketing. It depends, quite simply, on your understanding of psychology: how each individual employee connects with your company; how each individual employee connects with your customers” (The Gallup Organisation) Most employees are amazingly resilient and capable of coping with…
A friend of mine had the unfortunate experience of having a heart attack. He told me that it was like having an elephant sitting on his chest – the pain, the helplessness, the debilitation. Upon recovery, the doctor who had been attending him spoke of the new diet he would have to follow. Up to…
