How many times have you heard these words when talking about customer service or the work you do for your clients? Do you do it? Really?
Nordstrom has legendary customer service, and I am never disappointed. Personal attention, and the unrelenting drive to have me leave a happy customer. And I do. Even when the alterations done on a suit I bought were not quite right, my frustration quickly dissolved when a quick phone call promised that they'd do it again and fix it, with lightning speed.
One of the very best things you can do for your product or service, and your brand, is to deliver on promises. All of them. Meet deadlines. Return phone calls. Answer questions or offer to find the answers when you don't have them. And of course, exceed their expectations with whatever you deliver to them.
If you're not sure whether you're delivering on your promises, the best and most effective way to find out is to ask them!
One of Altitude's 60 Minute Marketing tips is to do a quick survey of your customers to connect with them and ask their thoughts. There are so many great tools out there now that make creating a simple online survey a breeze - we like Survey Monkey because it's super simple and straightforward. Not up for sending out an email survey? No worries. Go low tech and just pick up the phone and call some of your customers. Send them a note.
Most important, no matter what else you ask them, borrow a page from the Net Promoter Score methodology and include the question "Would you recommend us to your friends, and why or why not?" That answer will tell you how well you're delivering on the promises you make - even unwittingly - to your customers. And you might be surprised at what you learn.
Lastly, make sure that you DO something with the information you glean. It's not enough to just ask the question and walk away. The best thing you can do for your business and your customers is to address any of the shortcomings you might learn about. Your customers will know you're listening to them, and the value of your brand in their mind increases.
What are you doing today to over deliver on your promises to your customers?
16 May 2008
14 May 2008
Chris Brogan is Smart.
Someday I'll be smart like him. Seriously, his blog and his newsletter are chock full of insights about the social media world that's so mind boggling to so many.
He and his minions spent a good chunka time putting together this list of killer blog posts from his writings on all sorts of social media and marketing topics, and it’s worth a read. Check it out here.
He and his minions spent a good chunka time putting together this list of killer blog posts from his writings on all sorts of social media and marketing topics, and it’s worth a read. Check it out here.
You don't own your brand.
Your customers do.
Seem counterintuitive?
Branding is an art, not a science. And the cardinal sin that you may commit is assuming that you (or - gasp - your marketing agency) knows your customers best, knows what they want, understands them perfectly. Absolutely, you should aspire to do just that. But at the end of the day, your customers and clients are the power behind your brand.
Uberbrands are built by the consumers who love them. They shape them, react to them, talk about them. The most brilliant marketers can merely hang around, listen closely, and respond to what their customers are already asking for.
That also means that the ever-elusive “buzz” is not something you can manufacture. You cannot force something to be “viral”, as viral - by its very nature - is something organic, self-populating. There are no guarantees. Create things and ideas worth talking about, and let your customers and would-be customers do the rest. That’s the beauty and simplicity of this kind of marketing, which really isn’t marketing at all. It’s conversation.
Be true to the brand that your customers have helped build for you. Give them more than they could ask for, be sincere, and they’ll return the favor.
Seem counterintuitive?
Branding is an art, not a science. And the cardinal sin that you may commit is assuming that you (or - gasp - your marketing agency) knows your customers best, knows what they want, understands them perfectly. Absolutely, you should aspire to do just that. But at the end of the day, your customers and clients are the power behind your brand.
Uberbrands are built by the consumers who love them. They shape them, react to them, talk about them. The most brilliant marketers can merely hang around, listen closely, and respond to what their customers are already asking for.
That also means that the ever-elusive “buzz” is not something you can manufacture. You cannot force something to be “viral”, as viral - by its very nature - is something organic, self-populating. There are no guarantees. Create things and ideas worth talking about, and let your customers and would-be customers do the rest. That’s the beauty and simplicity of this kind of marketing, which really isn’t marketing at all. It’s conversation.
Be true to the brand that your customers have helped build for you. Give them more than they could ask for, be sincere, and they’ll return the favor.
10 May 2008
Tx 4 Th Fdbck
I’m in what I’d call a Blackberry transition period. I had one, and I don’t at the moment, but I’m sure I’ll get another one eventually.
A recent post about this on the Influential Marketing Blog made me laugh out loud, not because it’s all wrong, but because it’s all RIGHT. I’ve worked with those berry addicts who seem to not have time to type a proper response to any email sent to them. I mean, really. The idea of these devices is to make you accessible and able to respond to your colleagues/friends/staff/CLIENTS in a timely manner without missing a beat.
So why am I so put off when someone responds to my well-writ and thought out email with “thx”? As if the word “thanks” is too hard to type, even with thumbs? Seriously. I’d almost rather not get a response at all.
So how can you apply this to your business?
Take an extra 2 minutes to respond to your customers. Whether they put up a comment on their blog about your business or sent you a feedback email. Write back, or make sure that SOMEONE is. And don’t let them be stingy with the response, and for the love of all that’s holy, please don’t let them type “tx 4 th fdbck”.
Talking to your customers is the single most important and effective way to find out what they think of you, your business, your products, and your ideas. That’s the kind of feedback that ensures that you can course correct or discover brand new opportunities (or, hallelujah, keep doing what you’re doing because they love it!).
Don’t shortchange the conversation.
A recent post about this on the Influential Marketing Blog made me laugh out loud, not because it’s all wrong, but because it’s all RIGHT. I’ve worked with those berry addicts who seem to not have time to type a proper response to any email sent to them. I mean, really. The idea of these devices is to make you accessible and able to respond to your colleagues/friends/staff/CLIENTS in a timely manner without missing a beat.
So why am I so put off when someone responds to my well-writ and thought out email with “thx”? As if the word “thanks” is too hard to type, even with thumbs? Seriously. I’d almost rather not get a response at all.
So how can you apply this to your business?
Take an extra 2 minutes to respond to your customers. Whether they put up a comment on their blog about your business or sent you a feedback email. Write back, or make sure that SOMEONE is. And don’t let them be stingy with the response, and for the love of all that’s holy, please don’t let them type “tx 4 th fdbck”.
Talking to your customers is the single most important and effective way to find out what they think of you, your business, your products, and your ideas. That’s the kind of feedback that ensures that you can course correct or discover brand new opportunities (or, hallelujah, keep doing what you’re doing because they love it!).
Don’t shortchange the conversation.
07 May 2008
The Beat of a Different Drummer
Exactly how wise is it to try and be all things to all people? In my estimation, not so much.
I’ve seen plenty of companies and brands get themselves in hot water because they’re trying to capitalize on every potential customer, every potential market, every potential place they can make a buck. To their detriment.
Diversify your stocks. But when it comes to diversifying your brand, be very careful. Your brand has equity, and those that know it make certain associations. (If they’re not the right associations, that’s a different problem). But haphazardly trying to jump on every bandwagon that presents itself can be hazardous to your brand’s health.
For instance, let’s say you’re a women’s clothing boutique but there’s a huge new trend in men’s fashion for some nifty new brand of jeans. Do you just rush out and pile up some inventory because they’re selling like hot cakes? Maybe, if you have men that frequent your store to shop for the women in their lives. Or women that would buy the jeans for their boyfriends or husbands. But are you certain that the market exists for YOU just because it exists elsewhere? Will your customers be perplexed by a mixed message?
It may seem like you’re narrowing the field of potential customers, and in a way that’s true. But the quote “know thyself” is important as well as its near cousin “know thy customer”. Altitude is a small but smart business that caters to businesses of all sizes, but we specialize in growing businesses and non-profits. We’re a little irreverent and a bit cheeky, but we’re nimble and fun. Some companies will relate to us, some won’t. And that’s ok.
Are you staying true to your roots?
I’ve seen plenty of companies and brands get themselves in hot water because they’re trying to capitalize on every potential customer, every potential market, every potential place they can make a buck. To their detriment.
Diversify your stocks. But when it comes to diversifying your brand, be very careful. Your brand has equity, and those that know it make certain associations. (If they’re not the right associations, that’s a different problem). But haphazardly trying to jump on every bandwagon that presents itself can be hazardous to your brand’s health.
For instance, let’s say you’re a women’s clothing boutique but there’s a huge new trend in men’s fashion for some nifty new brand of jeans. Do you just rush out and pile up some inventory because they’re selling like hot cakes? Maybe, if you have men that frequent your store to shop for the women in their lives. Or women that would buy the jeans for their boyfriends or husbands. But are you certain that the market exists for YOU just because it exists elsewhere? Will your customers be perplexed by a mixed message?
It may seem like you’re narrowing the field of potential customers, and in a way that’s true. But the quote “know thyself” is important as well as its near cousin “know thy customer”. Altitude is a small but smart business that caters to businesses of all sizes, but we specialize in growing businesses and non-profits. We’re a little irreverent and a bit cheeky, but we’re nimble and fun. Some companies will relate to us, some won’t. And that’s ok.
Are you staying true to your roots?
Subscribe to:
Posts (Atom)
16 May 2008
Over Deliver.
How many times have you heard these words when talking about customer service or the work you do for your clients? Do you do it? Really?
Nordstrom has legendary customer service, and I am never disappointed. Personal attention, and the unrelenting drive to have me leave a happy customer. And I do. Even when the alterations done on a suit I bought were not quite right, my frustration quickly dissolved when a quick phone call promised that they'd do it again and fix it, with lightning speed.
One of the very best things you can do for your product or service, and your brand, is to deliver on promises. All of them. Meet deadlines. Return phone calls. Answer questions or offer to find the answers when you don't have them. And of course, exceed their expectations with whatever you deliver to them.
If you're not sure whether you're delivering on your promises, the best and most effective way to find out is to ask them!
One of Altitude's 60 Minute Marketing tips is to do a quick survey of your customers to connect with them and ask their thoughts. There are so many great tools out there now that make creating a simple online survey a breeze - we like Survey Monkey because it's super simple and straightforward. Not up for sending out an email survey? No worries. Go low tech and just pick up the phone and call some of your customers. Send them a note.
Most important, no matter what else you ask them, borrow a page from the Net Promoter Score methodology and include the question "Would you recommend us to your friends, and why or why not?" That answer will tell you how well you're delivering on the promises you make - even unwittingly - to your customers. And you might be surprised at what you learn.
Lastly, make sure that you DO something with the information you glean. It's not enough to just ask the question and walk away. The best thing you can do for your business and your customers is to address any of the shortcomings you might learn about. Your customers will know you're listening to them, and the value of your brand in their mind increases.
What are you doing today to over deliver on your promises to your customers?
Nordstrom has legendary customer service, and I am never disappointed. Personal attention, and the unrelenting drive to have me leave a happy customer. And I do. Even when the alterations done on a suit I bought were not quite right, my frustration quickly dissolved when a quick phone call promised that they'd do it again and fix it, with lightning speed.
One of the very best things you can do for your product or service, and your brand, is to deliver on promises. All of them. Meet deadlines. Return phone calls. Answer questions or offer to find the answers when you don't have them. And of course, exceed their expectations with whatever you deliver to them.
If you're not sure whether you're delivering on your promises, the best and most effective way to find out is to ask them!
One of Altitude's 60 Minute Marketing tips is to do a quick survey of your customers to connect with them and ask their thoughts. There are so many great tools out there now that make creating a simple online survey a breeze - we like Survey Monkey because it's super simple and straightforward. Not up for sending out an email survey? No worries. Go low tech and just pick up the phone and call some of your customers. Send them a note.
Most important, no matter what else you ask them, borrow a page from the Net Promoter Score methodology and include the question "Would you recommend us to your friends, and why or why not?" That answer will tell you how well you're delivering on the promises you make - even unwittingly - to your customers. And you might be surprised at what you learn.
Lastly, make sure that you DO something with the information you glean. It's not enough to just ask the question and walk away. The best thing you can do for your business and your customers is to address any of the shortcomings you might learn about. Your customers will know you're listening to them, and the value of your brand in their mind increases.
What are you doing today to over deliver on your promises to your customers?
14 May 2008
Chris Brogan is Smart.
Someday I'll be smart like him. Seriously, his blog and his newsletter are chock full of insights about the social media world that's so mind boggling to so many.
He and his minions spent a good chunka time putting together this list of killer blog posts from his writings on all sorts of social media and marketing topics, and it’s worth a read. Check it out here.
He and his minions spent a good chunka time putting together this list of killer blog posts from his writings on all sorts of social media and marketing topics, and it’s worth a read. Check it out here.
You don't own your brand.
Your customers do.
Seem counterintuitive?
Branding is an art, not a science. And the cardinal sin that you may commit is assuming that you (or - gasp - your marketing agency) knows your customers best, knows what they want, understands them perfectly. Absolutely, you should aspire to do just that. But at the end of the day, your customers and clients are the power behind your brand.
Uberbrands are built by the consumers who love them. They shape them, react to them, talk about them. The most brilliant marketers can merely hang around, listen closely, and respond to what their customers are already asking for.
That also means that the ever-elusive “buzz” is not something you can manufacture. You cannot force something to be “viral”, as viral - by its very nature - is something organic, self-populating. There are no guarantees. Create things and ideas worth talking about, and let your customers and would-be customers do the rest. That’s the beauty and simplicity of this kind of marketing, which really isn’t marketing at all. It’s conversation.
Be true to the brand that your customers have helped build for you. Give them more than they could ask for, be sincere, and they’ll return the favor.
Seem counterintuitive?
Branding is an art, not a science. And the cardinal sin that you may commit is assuming that you (or - gasp - your marketing agency) knows your customers best, knows what they want, understands them perfectly. Absolutely, you should aspire to do just that. But at the end of the day, your customers and clients are the power behind your brand.
Uberbrands are built by the consumers who love them. They shape them, react to them, talk about them. The most brilliant marketers can merely hang around, listen closely, and respond to what their customers are already asking for.
That also means that the ever-elusive “buzz” is not something you can manufacture. You cannot force something to be “viral”, as viral - by its very nature - is something organic, self-populating. There are no guarantees. Create things and ideas worth talking about, and let your customers and would-be customers do the rest. That’s the beauty and simplicity of this kind of marketing, which really isn’t marketing at all. It’s conversation.
Be true to the brand that your customers have helped build for you. Give them more than they could ask for, be sincere, and they’ll return the favor.
10 May 2008
Tx 4 Th Fdbck
I’m in what I’d call a Blackberry transition period. I had one, and I don’t at the moment, but I’m sure I’ll get another one eventually.
A recent post about this on the Influential Marketing Blog made me laugh out loud, not because it’s all wrong, but because it’s all RIGHT. I’ve worked with those berry addicts who seem to not have time to type a proper response to any email sent to them. I mean, really. The idea of these devices is to make you accessible and able to respond to your colleagues/friends/staff/CLIENTS in a timely manner without missing a beat.
So why am I so put off when someone responds to my well-writ and thought out email with “thx”? As if the word “thanks” is too hard to type, even with thumbs? Seriously. I’d almost rather not get a response at all.
So how can you apply this to your business?
Take an extra 2 minutes to respond to your customers. Whether they put up a comment on their blog about your business or sent you a feedback email. Write back, or make sure that SOMEONE is. And don’t let them be stingy with the response, and for the love of all that’s holy, please don’t let them type “tx 4 th fdbck”.
Talking to your customers is the single most important and effective way to find out what they think of you, your business, your products, and your ideas. That’s the kind of feedback that ensures that you can course correct or discover brand new opportunities (or, hallelujah, keep doing what you’re doing because they love it!).
Don’t shortchange the conversation.
A recent post about this on the Influential Marketing Blog made me laugh out loud, not because it’s all wrong, but because it’s all RIGHT. I’ve worked with those berry addicts who seem to not have time to type a proper response to any email sent to them. I mean, really. The idea of these devices is to make you accessible and able to respond to your colleagues/friends/staff/CLIENTS in a timely manner without missing a beat.
So why am I so put off when someone responds to my well-writ and thought out email with “thx”? As if the word “thanks” is too hard to type, even with thumbs? Seriously. I’d almost rather not get a response at all.
So how can you apply this to your business?
Take an extra 2 minutes to respond to your customers. Whether they put up a comment on their blog about your business or sent you a feedback email. Write back, or make sure that SOMEONE is. And don’t let them be stingy with the response, and for the love of all that’s holy, please don’t let them type “tx 4 th fdbck”.
Talking to your customers is the single most important and effective way to find out what they think of you, your business, your products, and your ideas. That’s the kind of feedback that ensures that you can course correct or discover brand new opportunities (or, hallelujah, keep doing what you’re doing because they love it!).
Don’t shortchange the conversation.
07 May 2008
The Beat of a Different Drummer
Exactly how wise is it to try and be all things to all people? In my estimation, not so much.
I’ve seen plenty of companies and brands get themselves in hot water because they’re trying to capitalize on every potential customer, every potential market, every potential place they can make a buck. To their detriment.
Diversify your stocks. But when it comes to diversifying your brand, be very careful. Your brand has equity, and those that know it make certain associations. (If they’re not the right associations, that’s a different problem). But haphazardly trying to jump on every bandwagon that presents itself can be hazardous to your brand’s health.
For instance, let’s say you’re a women’s clothing boutique but there’s a huge new trend in men’s fashion for some nifty new brand of jeans. Do you just rush out and pile up some inventory because they’re selling like hot cakes? Maybe, if you have men that frequent your store to shop for the women in their lives. Or women that would buy the jeans for their boyfriends or husbands. But are you certain that the market exists for YOU just because it exists elsewhere? Will your customers be perplexed by a mixed message?
It may seem like you’re narrowing the field of potential customers, and in a way that’s true. But the quote “know thyself” is important as well as its near cousin “know thy customer”. Altitude is a small but smart business that caters to businesses of all sizes, but we specialize in growing businesses and non-profits. We’re a little irreverent and a bit cheeky, but we’re nimble and fun. Some companies will relate to us, some won’t. And that’s ok.
Are you staying true to your roots?
I’ve seen plenty of companies and brands get themselves in hot water because they’re trying to capitalize on every potential customer, every potential market, every potential place they can make a buck. To their detriment.
Diversify your stocks. But when it comes to diversifying your brand, be very careful. Your brand has equity, and those that know it make certain associations. (If they’re not the right associations, that’s a different problem). But haphazardly trying to jump on every bandwagon that presents itself can be hazardous to your brand’s health.
For instance, let’s say you’re a women’s clothing boutique but there’s a huge new trend in men’s fashion for some nifty new brand of jeans. Do you just rush out and pile up some inventory because they’re selling like hot cakes? Maybe, if you have men that frequent your store to shop for the women in their lives. Or women that would buy the jeans for their boyfriends or husbands. But are you certain that the market exists for YOU just because it exists elsewhere? Will your customers be perplexed by a mixed message?
It may seem like you’re narrowing the field of potential customers, and in a way that’s true. But the quote “know thyself” is important as well as its near cousin “know thy customer”. Altitude is a small but smart business that caters to businesses of all sizes, but we specialize in growing businesses and non-profits. We’re a little irreverent and a bit cheeky, but we’re nimble and fun. Some companies will relate to us, some won’t. And that’s ok.
Are you staying true to your roots?
Subscribe to:
Posts (Atom)
16 May 2008
Over Deliver.
How many times have you heard these words when talking about customer service or the work you do for your clients? Do you do it? Really?
Nordstrom has legendary customer service, and I am never disappointed. Personal attention, and the unrelenting drive to have me leave a happy customer. And I do. Even when the alterations done on a suit I bought were not quite right, my frustration quickly dissolved when a quick phone call promised that they'd do it again and fix it, with lightning speed.
One of the very best things you can do for your product or service, and your brand, is to deliver on promises. All of them. Meet deadlines. Return phone calls. Answer questions or offer to find the answers when you don't have them. And of course, exceed their expectations with whatever you deliver to them.
If you're not sure whether you're delivering on your promises, the best and most effective way to find out is to ask them!
One of Altitude's 60 Minute Marketing tips is to do a quick survey of your customers to connect with them and ask their thoughts. There are so many great tools out there now that make creating a simple online survey a breeze - we like Survey Monkey because it's super simple and straightforward. Not up for sending out an email survey? No worries. Go low tech and just pick up the phone and call some of your customers. Send them a note.
Most important, no matter what else you ask them, borrow a page from the Net Promoter Score methodology and include the question "Would you recommend us to your friends, and why or why not?" That answer will tell you how well you're delivering on the promises you make - even unwittingly - to your customers. And you might be surprised at what you learn.
Lastly, make sure that you DO something with the information you glean. It's not enough to just ask the question and walk away. The best thing you can do for your business and your customers is to address any of the shortcomings you might learn about. Your customers will know you're listening to them, and the value of your brand in their mind increases.
What are you doing today to over deliver on your promises to your customers?
Nordstrom has legendary customer service, and I am never disappointed. Personal attention, and the unrelenting drive to have me leave a happy customer. And I do. Even when the alterations done on a suit I bought were not quite right, my frustration quickly dissolved when a quick phone call promised that they'd do it again and fix it, with lightning speed.
One of the very best things you can do for your product or service, and your brand, is to deliver on promises. All of them. Meet deadlines. Return phone calls. Answer questions or offer to find the answers when you don't have them. And of course, exceed their expectations with whatever you deliver to them.
If you're not sure whether you're delivering on your promises, the best and most effective way to find out is to ask them!
One of Altitude's 60 Minute Marketing tips is to do a quick survey of your customers to connect with them and ask their thoughts. There are so many great tools out there now that make creating a simple online survey a breeze - we like Survey Monkey because it's super simple and straightforward. Not up for sending out an email survey? No worries. Go low tech and just pick up the phone and call some of your customers. Send them a note.
Most important, no matter what else you ask them, borrow a page from the Net Promoter Score methodology and include the question "Would you recommend us to your friends, and why or why not?" That answer will tell you how well you're delivering on the promises you make - even unwittingly - to your customers. And you might be surprised at what you learn.
Lastly, make sure that you DO something with the information you glean. It's not enough to just ask the question and walk away. The best thing you can do for your business and your customers is to address any of the shortcomings you might learn about. Your customers will know you're listening to them, and the value of your brand in their mind increases.
What are you doing today to over deliver on your promises to your customers?
14 May 2008
Chris Brogan is Smart.
Someday I'll be smart like him. Seriously, his blog and his newsletter are chock full of insights about the social media world that's so mind boggling to so many.
He and his minions spent a good chunka time putting together this list of killer blog posts from his writings on all sorts of social media and marketing topics, and it’s worth a read. Check it out here.
He and his minions spent a good chunka time putting together this list of killer blog posts from his writings on all sorts of social media and marketing topics, and it’s worth a read. Check it out here.
You don't own your brand.
Your customers do.
Seem counterintuitive?
Branding is an art, not a science. And the cardinal sin that you may commit is assuming that you (or - gasp - your marketing agency) knows your customers best, knows what they want, understands them perfectly. Absolutely, you should aspire to do just that. But at the end of the day, your customers and clients are the power behind your brand.
Uberbrands are built by the consumers who love them. They shape them, react to them, talk about them. The most brilliant marketers can merely hang around, listen closely, and respond to what their customers are already asking for.
That also means that the ever-elusive “buzz” is not something you can manufacture. You cannot force something to be “viral”, as viral - by its very nature - is something organic, self-populating. There are no guarantees. Create things and ideas worth talking about, and let your customers and would-be customers do the rest. That’s the beauty and simplicity of this kind of marketing, which really isn’t marketing at all. It’s conversation.
Be true to the brand that your customers have helped build for you. Give them more than they could ask for, be sincere, and they’ll return the favor.
Seem counterintuitive?
Branding is an art, not a science. And the cardinal sin that you may commit is assuming that you (or - gasp - your marketing agency) knows your customers best, knows what they want, understands them perfectly. Absolutely, you should aspire to do just that. But at the end of the day, your customers and clients are the power behind your brand.
Uberbrands are built by the consumers who love them. They shape them, react to them, talk about them. The most brilliant marketers can merely hang around, listen closely, and respond to what their customers are already asking for.
That also means that the ever-elusive “buzz” is not something you can manufacture. You cannot force something to be “viral”, as viral - by its very nature - is something organic, self-populating. There are no guarantees. Create things and ideas worth talking about, and let your customers and would-be customers do the rest. That’s the beauty and simplicity of this kind of marketing, which really isn’t marketing at all. It’s conversation.
Be true to the brand that your customers have helped build for you. Give them more than they could ask for, be sincere, and they’ll return the favor.
10 May 2008
Tx 4 Th Fdbck
I’m in what I’d call a Blackberry transition period. I had one, and I don’t at the moment, but I’m sure I’ll get another one eventually.
A recent post about this on the Influential Marketing Blog made me laugh out loud, not because it’s all wrong, but because it’s all RIGHT. I’ve worked with those berry addicts who seem to not have time to type a proper response to any email sent to them. I mean, really. The idea of these devices is to make you accessible and able to respond to your colleagues/friends/staff/CLIENTS in a timely manner without missing a beat.
So why am I so put off when someone responds to my well-writ and thought out email with “thx”? As if the word “thanks” is too hard to type, even with thumbs? Seriously. I’d almost rather not get a response at all.
So how can you apply this to your business?
Take an extra 2 minutes to respond to your customers. Whether they put up a comment on their blog about your business or sent you a feedback email. Write back, or make sure that SOMEONE is. And don’t let them be stingy with the response, and for the love of all that’s holy, please don’t let them type “tx 4 th fdbck”.
Talking to your customers is the single most important and effective way to find out what they think of you, your business, your products, and your ideas. That’s the kind of feedback that ensures that you can course correct or discover brand new opportunities (or, hallelujah, keep doing what you’re doing because they love it!).
Don’t shortchange the conversation.
A recent post about this on the Influential Marketing Blog made me laugh out loud, not because it’s all wrong, but because it’s all RIGHT. I’ve worked with those berry addicts who seem to not have time to type a proper response to any email sent to them. I mean, really. The idea of these devices is to make you accessible and able to respond to your colleagues/friends/staff/CLIENTS in a timely manner without missing a beat.
So why am I so put off when someone responds to my well-writ and thought out email with “thx”? As if the word “thanks” is too hard to type, even with thumbs? Seriously. I’d almost rather not get a response at all.
So how can you apply this to your business?
Take an extra 2 minutes to respond to your customers. Whether they put up a comment on their blog about your business or sent you a feedback email. Write back, or make sure that SOMEONE is. And don’t let them be stingy with the response, and for the love of all that’s holy, please don’t let them type “tx 4 th fdbck”.
Talking to your customers is the single most important and effective way to find out what they think of you, your business, your products, and your ideas. That’s the kind of feedback that ensures that you can course correct or discover brand new opportunities (or, hallelujah, keep doing what you’re doing because they love it!).
Don’t shortchange the conversation.
07 May 2008
The Beat of a Different Drummer
Exactly how wise is it to try and be all things to all people? In my estimation, not so much.
I’ve seen plenty of companies and brands get themselves in hot water because they’re trying to capitalize on every potential customer, every potential market, every potential place they can make a buck. To their detriment.
Diversify your stocks. But when it comes to diversifying your brand, be very careful. Your brand has equity, and those that know it make certain associations. (If they’re not the right associations, that’s a different problem). But haphazardly trying to jump on every bandwagon that presents itself can be hazardous to your brand’s health.
For instance, let’s say you’re a women’s clothing boutique but there’s a huge new trend in men’s fashion for some nifty new brand of jeans. Do you just rush out and pile up some inventory because they’re selling like hot cakes? Maybe, if you have men that frequent your store to shop for the women in their lives. Or women that would buy the jeans for their boyfriends or husbands. But are you certain that the market exists for YOU just because it exists elsewhere? Will your customers be perplexed by a mixed message?
It may seem like you’re narrowing the field of potential customers, and in a way that’s true. But the quote “know thyself” is important as well as its near cousin “know thy customer”. Altitude is a small but smart business that caters to businesses of all sizes, but we specialize in growing businesses and non-profits. We’re a little irreverent and a bit cheeky, but we’re nimble and fun. Some companies will relate to us, some won’t. And that’s ok.
Are you staying true to your roots?
I’ve seen plenty of companies and brands get themselves in hot water because they’re trying to capitalize on every potential customer, every potential market, every potential place they can make a buck. To their detriment.
Diversify your stocks. But when it comes to diversifying your brand, be very careful. Your brand has equity, and those that know it make certain associations. (If they’re not the right associations, that’s a different problem). But haphazardly trying to jump on every bandwagon that presents itself can be hazardous to your brand’s health.
For instance, let’s say you’re a women’s clothing boutique but there’s a huge new trend in men’s fashion for some nifty new brand of jeans. Do you just rush out and pile up some inventory because they’re selling like hot cakes? Maybe, if you have men that frequent your store to shop for the women in their lives. Or women that would buy the jeans for their boyfriends or husbands. But are you certain that the market exists for YOU just because it exists elsewhere? Will your customers be perplexed by a mixed message?
It may seem like you’re narrowing the field of potential customers, and in a way that’s true. But the quote “know thyself” is important as well as its near cousin “know thy customer”. Altitude is a small but smart business that caters to businesses of all sizes, but we specialize in growing businesses and non-profits. We’re a little irreverent and a bit cheeky, but we’re nimble and fun. Some companies will relate to us, some won’t. And that’s ok.
Are you staying true to your roots?
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