Tuesday, December 20, 2011

Last Minute Stocking Stuffer - FROM SPACE!

Fisher Space Pen - IN ACTION!
Anyone who has been to one of my networking seminars or workshops has heard my rule:  “Always have a pen with you.”  This is important so that you can write down useful notes from each conversation that you have.  It is hard enough to remember names and faces when you meet a variety of people at one event.  To remember the topics of conversation that you discussed, the hobbies and interests of your new acquaintances, you’ve got to take notes.  I like to write them on the business cards I receive from people I meet.  This way when I am transferring the contact info into my computer later on, I also have notes from our conversation handy.  Always having a pen with you is a habit that you need to create for yourself.

Thursday, October 13, 2011

Cowboy Up

Last week, a friend of mine made a speech at our local Toastmasters club, and the message has stuck with me for the past 7 days.  Oly Olson was born in Wyoming and has lived here most of his life.  He loves Jackson Hole as much as anyone else who lives here or who visits.  The purpose of Oly’s speech was to bring attention to how everyone comes to Jackson Hole because of it’s unique character, yet as soon as they get here, they want to change it to make it more like the place they came from.
The main point that Oly was driving was to embrace the Western culture of Jackson Hole. 

Friday, June 24, 2011

Customer Service vs. Customer Engagement

I am always surprised by how many businesses confuse the concept of Customer Service and Customer Engagement.  When I inquire about Customer Engagement strategies, their minds subconsciously make a word swap and they begin telling me about their latest and greatest customer service initiative.  I am not sure why this happens, but when it does, I give them the following analogy to open their minds.

Monday, April 25, 2011

The 90% Rule

90% of marketing happens AFTER your customer contacts you, however most businesses spend the vast majority of their marketing budget on awareness initiatives.  How could this be?  It comes down to the fact that the most easily measurable statistics for marketers are awareness indicators (e.g. click-throughs, page views, phone calls, Facebook “Likes”, etc.).  Businesses would do themselves a big favor if they devoted more of their marketing efforts to customer engagement and measured revenue and repeat business.

Thursday, January 20, 2011

Engage Employees With Facebook????

During a recent strategic planning session with one of my clients the subject of Social Media came up.  Almost immediately the owner of the company rolled her eyes back, and made one of those "hrumph" sort of noises, indicating her displeasure.  She went on to explain that her employees "waste time" on Facebook, and that productivity suffers as a result. I saw this as an opportunity to explain to her that people may waste time socializing when they should be working, but it is hardly the fault of Facebook.