brainloaf - a blog about intelligent marketing technology

Thursday, June 12, 2008
 

The other day I had front row seats for an amazing display of terrible customer service. I was in a printing and shipping store. I don't want to give out the name, but it rhymes with Binko's. The guy behind the counter was a real clown, so let's call him Binko. Binko was helping me print and bind a document when another customer jumped in to ask him a question. It was clear that the other customer had been there for a while and was coming back for more help. I gracefully stepped aside and let him finish his business.

 

Whatever service the guy needed, Binko for some reason could not help him. Binko was not only dismissive, but he suggested another printing store around the corner at the first sign of frustration by the customer. The customer warned that he was about to lose a long time client, who regularly shipped multiple items at $20 a piece.

 

Binko could not care less. No empathy, no apology... not even eye contact as they spoke. My jaw was on the floor. Binko was making the DMV look like Hospitality Heaven.

 

The frustrated customer gave Binko several chances to salvage the situation, but this only annoyed Binko even more. Keep in mind that there were only three or four people in the store, so it's not like Binko had too much on his plate.

 

After the guy had left the store, for his last time ever, Binko turned his attention back to me. He brought over my completed document and I paid. But it turns out I that needed a quarter inch trimmed off one side of the document in order to fit it into a special box. Binko went off to the paper cutter and returned[sigma] having only shaved off an eighth of an inch. The document needed to fit perfectly into the box, so I sent him back to the paper cutter to take off another eighth off. Finally, the document fit and we shipped it off. Just as I was thanking Binko, he chimed in that he really should have charged me $1.49 for the cutting.

 

It took every ounce of my restraint not to crumple two dollars up in a ball and throw it at his face. But I did not want Binko to win. I thanked him and walked out of the store, maybe for the last time ever.

 

 

Jack Campisi

 

3:16:09 PM    




Friday, June 6, 2008
 

Bad Salesmen hurt your business

This is a screenshot of an email promotion from a training company I have used. First, the sales man harassed the hell out of me, calling daily even though I specifically asked to be contacted via email. Secondly, he didn't provide me with any relevant communications when he did get me on the phone. I finally had to ask him to stop calling. Now about a month later I get one of the worst email marketing campaigns broken images and all.

The training was good from this company and I would have used them again. But a single salesman with good energy, but horrible skills killed my enthusiasm for them.

11:47:35 AM    




Wednesday, May 28, 2008
 

Mac Strikes from Within

http://www.marketingtwo.com/mac-strikes-from-within.html  |  Comments

BusinessWeek Mac goes corporateOne of the big shifts in the marketing paradigm today is in the relationship of customers to the sales process. The broadcast marketing model was all about persuading customers to buy (by interrupting with effective, outbound messages). The P2P marketing model is based on inspiring customers to both buy and advocate your brand to others (by providing relevant products, service, content, and dialogue).

Last week’s BusinessWeek cover story showed the new model at work – in the nascent growth of Mac computers in corporate environments. The Mac may finally be getting some traction in companies outside of the traditional niche of design and communications firms.

The intriguing part of the story is that this growth is happening despite the fact that Apple has no corporate sales force. This is intentional. Steve Jobs has argued that companies can succeed by focusing on corporate or consumer buyers, but not both. (Agree? Comments? Counter examples?)

What is driving the Mac’s entry into the corporate environment is that managers are finally giving in to growing requests from employees to bring a Mac into the office place. Companies like IBM and Cisco are allowing pilot programs where a few dozen employees are allowed to switch from Windows to Mac OS, in order to gauge the impact on the organization. (Has any manager ever been faced with employees clamoring to allow Windows into the workplace?)

Part of this shift may be driven by the catastrophic roll-out of Microsoft Vista last year (like many, I’m sticking to my XP guns). But the Mac “pilot” programs are also testament to the power of inspiring a community of customers to support your brand, rather than persuading them to buy from you because they have no other viable choice.


[marketing 2.0]

10:44:19 AM    


The Box

http://weeklyramble.wunderman.com/index.php/weblog/the_box/

Harold Burson always answered his own phone. He encouraged us to do the same. “Clients pay to speak with you” – not with layers of gatekeepers…was his lesson.

10:41:08 AM    


Abandon the Super User, Focus on Customers

http://www.marketingshift.com/2008/5/abandon-super-user-focus-customers.cfm

I am the digerati -- more or less -- which is exactly why companies should ignore me.

My television is run by one of the five computers I own. My phone receives RSS feeds, email and texts all day. My Outlook Calendar is synched with Google Calendar. I have a multimedia blog about media and journalism, complete with a wiki and social network.

All that gadgetry is necessary for me to do my job, but as the folks at ReadWriteWeb break down, the "digitally savvy," high-income, wealthy few who are early technology adopters are not great predictors for businesses.

Turns out the signal-to-noise they produce -- along with what we second-tiered adopters produce -- isn't the best indicator of what services and software applications will "make it."

Super-users -- or supernodes, which are the people at the center of large networks of people -- can be so disruptive to services that Om Malik at Gigaom suggests technology companies may want to charge these folks for excessive use since it can bog down systems, thus turning off regular users.

It's an interesting proposition. But there's one problem: super users get nasty when they feel slighted and charging them money isn't going to fix that.

Super users demand service in a free world.

FriendFeed is an aggregation service that allows users compile all of their -- and their friends' -- pictures, videos, blogs and Tweets in one place. It's a great idea unless someone deletes on of their threads. When that happens, the comments that everyone else left disappears as well. That enraged Robert Scoble -- one of the Web's superest of super-users.

The big question for FriendFeed -- and other companies -- is this: who cares if the super users don't get what they want?

The business model doesn't depend on making the digerati happy. VHS didn't beat Betamax because it was a better technology. Microsoft isn't a flashier technology than Apple.

And the Web won't be ruled by the tech elite.

10:40:39 AM    


The top 8 mistakes in usability (and companies investing in it)

Mark Hurst Describes the top 8 mistakes in usability in his Good Experience newsletter.

1. Not conducting any customer research.

2. Conducting "pretend" research.

3. Conducting research, but the wrong type.

4. Conducting one-on-one research, but with tasks defined beforehand.

5. Not inviting stakeholders to attend research.

6. Not prioritizing findings.

7. Not relating to business objectives.

8. Missing the larger picture.

http://goodexperience.com/2008/05/the-top-8-mistakes-in.php

 

10:35:41 AM    




Sunday, May 18, 2008
 

Advertising Frequency: How many times is it effective?

Article

So how many times does a consumer need to see your advertisements before he/she will remember, respond and then buy from you? Marketers call this effective advertising frequency.
Well, it really varies depending on whether it is push or pull advertising.

Push advertising - most traditional offline advertising such as magazine, newspaper, TV as well as online banner ads and emails are push marketing.

Pull advertising - Examples are search engine advertising (Google adwords, Yahoo search marketing), directory listings, yellow page ads etc.

I would say push advertising will take many more times than pull advertising to take effect.

Some says around 3 to 5 times; others say the magic 7; while Thomas Smith, a nineteenth century London businessman (1885) says it is the 20th time.

The first of many is known as the 3+ frequency. Research has shown that consumers need to see an advertisement around 3 plus times before it becomes effective (can recall product and brand).

The second is known as the seven times factor. A cardinal rule of thumb in advertising is: potential customers usually need to see the name of a product seven times or more before they're motivated enough to even think about making a purchase.

Finally, Thomas Smith says that it can take up to 20 times!!

The first time people look at any given ad, they don't even see it.
The second time, they don't notice it.
The third time, they are aware that it is there.
The fourth time, they have a fleeting sense that they've seen it somewhere before.
The fifth time, they actually read the ad.
The sixth time they thumb their nose at it.
The seventh time, they start to get a little irritated with it.
The eight time, they start to think, "Here's that confounded ad again."
The ninth time, they start to wonder if they're missing out on something.
The tenth time, they ask their friends and neighbors if they've tried it.
The eleventh time, they wonder how the company is paying for all these ads.
The twelfth time, they start to think that it must be a good product.
The thirteenth time, they start to feel the product has value.
The fourteenth time, they start to remember wanting a product exactly like this for a long time.
The fifteenth time, they start to year for it because they can't afford to buy it.
The sixteenth time, they accept the fact that they will buy it sometime in the future.
The seventeenth time, they make a note to buy the product.
The eighteenth time, they curse their poverty for not allowing them to buy this terrific product.
The nineteenth time, they count their money very carefully.
The twentieth time prospects see the ad, they buy what is offering.

With all this research and theory shown, does that mean that people will automatically buy your product if they see your ad 3, 7 or the 20th time? Well not really, if you ad is not relevant to what they need, want or searching for. Even if they see your ad a thousand times, they will still not buy a damn thing from you. However, it is still important to know the more places your ad is available to be seen, the greater your chance at making that sale.

Now question time, do you know what is your effective advertising frequency? On average, how many times does your customer see your ads before they buy from you? This is a tough question especially you are advertising offline. However, in the online environment, your web analytics should be able to give you these stats.
9:09:11 PM    




Thursday, May 8, 2008
 

Security Lost in Web 2.0 Shuffle

Article

An under-reported story in all of this Web 2.0 euphoria is that all of these sharing applications and new interactive applications can increase security risks. Users now ingest new widgets and applets with nearly reckless abandon, and that can be problematic. On the development side, web publishers can't forget to prepare for the traffic that hopefully will arrive when you launch a new destination or service. As GigaOm points out, malicious types who are envious of others success can attempt to bring down upcoming Web 2.0 destinations out of spite. So before you download another toolbar add-on or widget, remember to consider the source.


[MarketingShift: Daily Crash Course in Marketing Technology & Brand Management]

11:21:23 AM    


Four more words

 

Connect like-minded people.

My previous post only captured one part of the equation... the work of the marketer marketing to (or at) the consumer. It leaves out the future, which involves finding and leading and empowering the tribe of people who surround your organization.

While the obvious successes are sites like Facebook or Flickr or Twitter, this idea of connection is far more pervasive than that. Starbucks connects people, and so does Apple. Accounting firms have the opportunity to create value by connecting their clients to each other, and so do trade shows.

So, I guess we’re up to eight words, or seven if you believe in hyphens.

11:19:56 AM    




Wednesday, April 30, 2008
 

It's Just a Matter of Trust

Unica's Marketing Innovation Summit '08: The only kind of customer relationship that matters is one built on trust.

[destinationCRM: Daily News RSS Feed] 8:06:37 AM    




Tuesday, April 29, 2008
 

Warner Brothers Puts TV Network Online

The WB is back -- online. The defunct TV network is coming back with a combination of reruns and new web-only programming aimed at the WB's young audience. TV networks are seeing that online is the path to growth, but reviving a dead channel is a bit of a surprise. Producing high quality shows is expensive, but they want to draw the same demographic that fueled the growth of shows like Buffy. The bar is being raised by web-only shows such as Quarterlife that will be attracting ad dollars. If you are wondering if execs see web video as a lucrative opportunity, don't. It's happening now. Via the LA Times.


[MarketingShift: Daily Crash Course in Marketing Technology & Brand Management]

3:21:59 PM