It has been said that within the first seven seconds of someone meeting you, they will make 11 major decisions about you. Decisions about whether you are approachable, credible, trustworthy, etc. People make these decisions based on feelings about their perception of you. This is true with brands, as well - it's called "Brand Experience". … Continue reading Brand Experience Starts With the First Touch Point
What do “Customer Loyalty” or “Outreach” Programs have in common? The answer: Repeat business! In other words, companies implement re-engagement strategies to engage customers who haven’t done business with them in a while. Why? Because it’s more cost effective to nurture a customer who’s previously done business with you than to find a new one. … Continue reading Why Re-Engagement Strategies Are Important to Your Company
This month, one of the books I read was Give and Take by Adam Grant (great book by the way!). In one of the many great stories he tells throughout the book, Grant talks about shifting our frame of reference to another person's perspective. Usually, the person you are talking to, the person you are … Continue reading What Does Your Appreciation Gift Mean To Your Client?
Last week, I told a story about my friend's experience with a credit union. He had opened up a few accounts at a credit union and did not have a very informative or particularly "great" experience. In fact, it was unsettling. If you missed it, you can read part 1 here. If you can’t wait … Continue reading How Customer Experience Impacts Relationships In Your Business: Part 2
A friend of mine, who had never had an account at a credit union before, decided he wanted to be a part of a credit union. He did some research and headed over to his local credit union so he could switch banks. He also thought it would be wise to open up an investment … Continue reading How Customer Experience Impacts Relationships In Your Business: Part 1
We all have had experiences with companies we've purchased from that made us tell all of our family and friends about them. Good or bad experiences, we want to talk about it all. Especially when someone asks about the experience you had with a certain company, flashbacks of memories from great to not so great … Continue reading The Number One Reason You Should Pay Attention To Your Customer Journey
Closing a sale is an exciting time. Think about it. Sit back and imagine the feeling you get when you close a deal on the sale of your product or service. Think of how happy you feel about the sale being finalized, how proud you are of your accomplishment and how confident you have become … Continue reading What Do You Do to Ensure the Customer Experience Follows Through After the Sale?
There are many companies out there today that do things because "that's the way it's always been done" or "that's just the way we do it". These are dangerous statements for any company to make, not only because they have the potential to hinder growth, but because of the other side of that coin - … Continue reading “That’s how we’ve always done it” is NOT Innovation
When I first started in my marketing career, I had a mentor who taught me a valuable concept. The concept between Good, Fast and Cheap in relation to buying products and services and how, generally speaking, you can’t have all three - you can only pick two. If you are the type of person “who … Continue reading Why You Can Only Pick Two When it Comes to Good, Fast, and Cheap Products and Services
Have you ever been in a situation where you purchased something from a company and after you bought from them, you either ran into a problem with the product and the company didn't handle it as well as you deserved for it to be handled, or you had a bad experience with the company after … Continue reading How Do You Treat Your Clients After They Buy From You?
Value. What does it mean to you? More importantly, what does it mean to your client? When you put these two together, how does value exchange play a part in your customer life-cycle? Before we dig in, let me give you a definition of “value”: According to dictionary.com, Value means “1. Relative worth, merit or … Continue reading Value Exchange With Clients Creates a Huge Impact on Your Brand
A short while ago, I came across this quote by Cesare Pavese: "We do not remember days, we remember moments". When I first saw it, I thought to myself about how this quote is SO true! I mean, can you remember what you did all day last Monday? I know I can't! But I can … Continue reading Create Moments To Change The Way Clients Experience Your Brand
Creating Memorable Impressions For Your Brand 