inconsistent customer experiencesBusinesses and organizations can build buzz and word-of-mouth referrals simply by providing amazing customer experiences. But, what happens when they don’t?

According to a 2014 study conducted by NewVoiceMedia, after a negative customer experience:

 

  • 58% will never use the company again
  • 49% will tell friends not to use the business
  • 34% would “take revenge by posting a review online or sharing a poor experience on social media.”

Even though I’m going to share an inconsistent customer experience with you, my motive is definitely not to “take revenge.” My intent is to use it as an example in the hopes that readers (and maybe the companies in question) will learn something.
(Hint, hint, Maggiano’s Little Italy.)

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BrochuresPrint marketing materials? Remember those? The ones you can touch and feel?

Well, printed materials may have lost some luster since the advent of digital marketing, but, know this…. they are experiencing a resurgence. Marketers are realizing that branded print collateral can be an integral part of a sound marketing mix.

First of all, check out these surprising stats about print: Continue reading

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birthday-wishToday is my birthday and I have a wish for you! Unusual, maybe, but it’s heartfelt.

I wish that you and your colleagues will develop, or improve upon, your organization’s customer orientation and brand-centric mindset. Why?

Because I want you to succeed. These are not the words of a marketer who has ulterior motives to gain your business or sell my new book.

Frankly, if you never call me or read my blog ever again, please… just focus on your nonprofit or business mission, putting customers at the center of every action and decision. Spread the customer passion like an evangelical sermon. Put some joy and fun into your everyday operations and watch the transformation.

Can I blow out the candles now? 

 

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ello-logoIn case you missed the buzz last fall, Ello is the newest network in the social media neighborhood. What is it?

“Ello is a simple, beautiful, and ad-free social network created by a small group of artists and designers. We originally built Ello as a private social network. Over time, so many people wanted to join Ello that we built a public version of Ello for everyone to use.”

Did you catch the “ad-free social network” part?

There’s no advertising! Ello, a Vermont startup, is a State of Delaware Public Benefit Corporation (PBC), meaning that it is “a for-profit company operating to produce a benefit for society as a whole.” Sounds noble, doesn’t it?

In fact, check out its charter: Continue reading

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