The Reward of Awards

How does you business recognize individual employees? Like many businesses, you may have an internal award program that recognizes employees for excellent customer service, environmental stewardship, safety, etc. Far too few businesses recognize the opportunities to nominate their employees for external awards in similar categories. This is a tremendous opportunity lost because individual awards are usually far more engaging and relevant to your customers. Personal success stories are a wonderful way to communicate your company values in a way that relates well to your customers.

Is Your Brand Out-of-Control?

If you've answered "Yes," you are probably better off than you think. For years, companies have talked about "branding" as if it was something tangible that they could control.

Design a logo, write a tag line, test it with some focus groups, and viola! You have a brand.

No, actually, you have a logo, which is, at best, an image that people associate with your brand. A brand is best defined as: the customer's perception of your company. It's not what you tell your customers about your company, it's what they tell you.

You don't own your brand. Your customer owns your brand.
This is what makes the concept of "branding" so powerful. When your business strategy matches exactly the actual experiences of your customers, you have created an unstoppable marketing force.

The Most Inspiring Marketing Medium

"A speech is a solemn responsibility.  The man who makes a bad thirty-minute speech to two hundred people wastes only a half-hour of his own time.  But he wastes one hundred hours of the audience's time - more than four days - which should be a hanging offense."

                                                                                                       - Jenkin Lloyd Jones

Steve Jobs - A man who understood the power of
public speaking for business better than most.

We all have to speak in public at sometime in our lives.  Most of us have to do it almost every day in the form of sales calls, staff meetings, and presentations.  As someone who has studied and taught public speaking for many years, I cringe whenever I listen to a speaker who has not prepared for and practiced the skill of public speaking before they stand in front of an audience.  Not only does it show a lack of respect for the audience, it exhibits a complete loss of opportunity.

More than every other form of marketing or sales, the opportunity to prepare and deliver a speech for a specific audience gives you the chance to share your idea and your perspective in a way that is specifically tailored for the people receiving it (e.g. customers, potential donors, board of directors, etc.).  It is not just a captive audience, it is an engaged audience that is in the room specifically to hear what you have to say.  Magazines, newspapers, radio, internet, and social media all rely on chance that a viewer is interested in your message at the exact time that they see or hear it.  Public speaking audiences typically know the topic of a presentation and have committed to listening prior to hearing even the first word.  Furthermore, with traditional marketing your audience must become immediately engaged with your message, or they will turn the page, change the station, or click another link.  Nearly 100% of a public speaking audience stays listening attentively to the speaker for the entire speech.

Customer Service vs. Customer Engagement

"En-GAGE!"

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.

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.

Slow Marketing

Perhaps you're familiar with the international "Slow Food" movement.  As the name  implies, it is the antithesis of the more familiar cultural term "fast food."  While nationwide chain restaurants continue to focus on how to cook meals faster, cheaper, and more homogeneous, the slow food movement embraces the unique characteristics of regional cuisine and strives to promote sustainable farming & ranching.  At the root, it is an artisan movement focusing on quality rather than quantity, and experience over efficiency. 

Copy This Practice

Earlier this month, my wife went out of town for a couple of weeks to help her company with a project in Denver.  Before she left, she asked if I would bring her car in to have some service done, to which I agreed, of course. 

As I called Teton Motors, our local GM dealer, to schedule an appointment, it occurred to me that the car would be listed under my wife's name.  When I arrived at the dealer a few days later, I let the gentleman behind the service desk know that I was dropping the car off for my wife, offering her name to help him easily locate the file in the computer.  Sure enough, he found it right away.

"My name is Bruce," he said extending his hand over the counter to shake.  "Please let me know your name, and I will add it to the records for this vehicle."

Immediately, I was impressed.  This gesture seems simple enough, but believe me, it is more complex than you may imagine.  Bruce identified an opportunity to use a conversation to connect with one of his customers, and he executed it very well.  Let me explain.

Interested vs. Interesting

Here is a fundamental difference between sales & marketing. Traditional marketing has always been about grabbing your customer's attention and getting them excited about your product or service; being interesting.

Sales, on the other hand, is all about conversation; two-way dialogue. And one of the hallmarks of conversation is that both parties have to be interested in what the other has to say.