March 22, 2010
5 tips for improving customer service quality
I just finished up an interesting engagement, helping a professional services firm evaluate and optimize their sales and marketing activities. Dealing with their existing advertising and marketing partners was quite an eye-opening experience. I don’t use absolutes that often (I’m in marketing after all), but overall this was the absolute worst customer service I’ve ever experienced. At this point, let’s call these companies “vendors” because they are order-takers at best. Read the rest of this entry »
July 27, 2009
Before we begin, let’s get a couple of things straight.
Well, I’ve finally run out of ways to procrastinate the start of my blog. I’ve chosen a technology, come up with a decent name, reserved the URL for future use, built an editorial calendar (more about that later), cleaned my windows, and reduced global warming. Now it’s time to talk about how to measurably grow your business.
The purpose of The Marketing Engine is to provide specific advice that improves your ability to target the right buyers, develop interest in your product or service, convert that interest into the first sale, and then grow business from long-term relationships. Simple, right? Well, you’ll soon see that the ideas are pretty easy to implement. Having the patience to see them through to the successful results will be the more challenging part. While the content is geared to the owners/leaders of small and medium-sized businesses, there’s a little something for everyone.
To me, setting realistic expectations is an important part of any new business or personal relationship. Before we get started, you should know what to expect of me and this blog. So, here are 10 things to expect from me:
- Weakly updates – as my uncle used to say, “We pay weakly!” I’ll update when I can, but I write blogs for paying clients first.
- Quick read – easy to read and digest…and maybe even remember.
- Lots of lists – see #2.
- Ideas you can use – we’ll discuss things that have actually worked or failed. You won’t see any beautifully illustrated 400 page strategic PowerPoint plans here. You can still be happy with a small deck.
- Sarcasm you can do without – yes, it’s a weakness. I just can’t help it and this is my blog.
- No buzzwords – I’d rather talk about specifics, so if you want to shift paradigms and optimize synergies, start looking for another blog. If you use one, you owe me $10.
- Typos – I’m normally so spent after obsessing over my articles that… OK, mostly I just don’t like proofing. Please help me.
- Anonymity – we need to avoid using information that will identify companies or people, unless the information is already public or we really don’t like the people.
- Honesty – if I don’t agree with something, you’ll be the first to know. I expect the same level of feedback from you. Be blunt, and I’ll respect you even if I don’t agree.
- Interaction – Please post your ideas and opinions. Let’s discuss, debate, and ultimately decide. I’m smart enough to know that your feedback improves the content, and simply makes me look better.
Now that we’ve gotten past the introductions, the first real post will be tomorrow once I check to make sure this thing works. Please let me know what you think.
If you can’t measure it, don’t do it.