Friction leads to frustration: 3 simple fixes to improve customer experience
- Written by: Alexandra Reilly
Marketers polish their brands to a high gloss shine. Every word, color and font carefully honed to perfection. When marketing works effectively, leads are generated and new customers come in the door, call or go to your website.
But these victories won’t do you any good if the customer experience falls short.
Dear Valued Customer
- Written by: Alexandra Reilly
"Dear Valued Customer,"
I recently received an email with this salutation from a company where I spent a significant amount of money about two years ago. They wanted to see if I needed more of their services. They even referenced a survey that I had “recently” filled out—but actually had done more than a year ago.
Packaging is a preview of your brand
- Written by: Alexandra Reilly
They say good things come in small packages, but a recent experience indicates that good experiences come wrapped in branded packaging. And we all know that good—and better yet, great—customer experiences lead to loyalty, trust and repeat purchases.
Target better and crush your marketing goals
- Written by: Martha Bartlett Piland
“Everyone should buy my product,” is the answer we often hear from both startups and seasoned marketers when we ask about their target audiences. But marketers rarely have enough time and budget to market effectively to everyone. Here’s 6-step method to crush your marketing goals with smarter targeting.
Burn notice: marketing intelligence from fabled spies
- Written by: Martha Bartlett Piland
The television series Burn Notice features a spy, a retired Navy SEAL and a former IRA operative working together as unlikely do-gooders rescuing underdogs and making bad guys quake in their boots. While the characters run full-tilt into danger (like most reasonable people won’t) they offer lessons every marketer should take to heart.
"We've gotta get our name out there!"
- Written by: Alexandra Reilly
"We don’t have budget for advertising. We just need to get our name ‘out there.’” We hear this from small organizations a lot. There's little budget, but they still expect measurable results from a single marketing investment or activity.
But occasionally throwing your name—your brand—“out there” doesn’t do anything to build trust, loyalty or brand equity.
Nobody likes a pushy brand
- Written by: Martha Bartlett Piland
An increasing number of brands are trying to push themselves into people’s faces. They think this approach will move audiences to their way of thinking. Instead, it does just the opposite. Here are 3 places where it happens and what to do instead.
Customer experience behind the mask
- Written by: Martha Bartlett Piland
COVID has challenged us all in many ways. One of the many areas slapped squarely in the face is customer experience. Experience is more than service, and is a differentiator for brands. It’s more than saying thank you or delivering a purchase promptly.
Branders: don't wait for your customers to make a racket
- Written by: Martha Bartlett Piland
My mother has an irresistibly cute pet rabbit named Bandit. She’s trained him to perform a few tricks, and it turns out that he’s much smarter than anyone thought. Each day at 3:00pm, Bandit expects a baby carrot. And if a carrot isn't promptly provided at the appointed time, he makes enough racket in his cage that he can’t be ignored.
Up, up and away: virtual retreat HOW-TOs for blue skies ahead
- Written by: Martha Bartlett Piland
The new year is sure to be filled with opportunity if we plan. Yes, I said it. If we plan. Though you may not be able to hold a traditional retreat, here’s inspiration for a virtual event that gets everyone connected and moving your company to new heights.
It's as easy as 1-2-3.
