Posts about Marketing

My 6 Must Reads from 2013

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I don’t make New Years resolutions.  I don’t believe in them.  However, I do use this time of year to take inventory and edit.  So far I have removed over 100 pounds of paper from my house and have laundered and prepared three large bags of clothes to take to one of our local charity shops.  My next stop was my library.  I realize that I amassed a lot of new books in 2013.  Despite being in edit and purge mode though, I can’t get bring myself to ever dispose of books – except text books.  My collection of books tends to be heavy on biographies followed by business books.  Of course there is a bit of the fiction types that take me away into another world and time.  Thankfully being a part of a book club forces me to have more of the latter.  That is a good thing.  In reviewing and organizing my new additions from 2013, there were definitely  six books that stood out and, if asked, I would recommend. Here are my top picks from 2013:

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Audience: Marketing in the Age of Subscribers, Fans and Followers, by Jeffrey K. Rohrs

This is a great book that really helps organizations to understand and value the role of an audience.  @jkrohrs uses great stories and examples to get the point across.

David and Goliath: Underdogs, Misfits, and the Art of Battling Giants, by Malcolm Gladwell

I really loved this book.  It did make me stop and think about a lot of things.  @Gladwell did a masterful job of looking at things differently.  I had more “aha” moments reading this book than I have for a long time.

Influence Marketing:  How to Create, Manage, and Measure Brand Influencers in Social Media Marketing, by Danny Brown (@DannyBrown) and Sam Fiorella (@samfiorella)

This is another one of my favs of 2013.  If you are interested in Influencer Marketing, then this is  the book for you.  It is a great source for the history and evolution of the topic.  The book also gives great information for your strategy.  For more detail on this book, check out my review by clicking here.

Lean In:  Women, Work, and the Will to Lead, by Sheryl Sandberg

Of all the books on my list this is no doubt the book that has been discussed the most.  To be honest I needed to take time and reflect about this book.  There was so much hype about it and its author, I almost unfairly dismissed it and left it off the list.  That would have been unfair.  It is a good read and one that should be read by both women and men.

 WTF (What’s the Future) of Business, by Brian Solis

@Briansolis gives good insight into metrics and the changes that need to occur to keep pace.  Having worked in more than six industries, metrics is one of the common themes.  What are the right things to measure and how best can organizations achieve the right ROI?  Great food for thought can be found in these pages.

Youtility:  Why Smart Marketing is About Help Not Hype, by Jay Baer

@jaybaer is one of my favs when it comes to marketing advice.  One of the things that I like best about his advice is that he is just so grounded.  His advice is based on what most would say is common sense. That being said, very few people have common sense and so many people complicate things unnecessarily.

There were a lot of great books released in 2013, what books would you add to the list?

What Canada’s New Anti Spam Law Means For Marketers (Even in the US)

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Do you have customers in Canada?  Do you email your customers?  Thinking about setting up an email campaign for your customers?  Now is the time to learn about the new Canadian Anti Spam Law that comes into effect this July (2014) in Canada, and yes this applies to companies based in the United States.

Image courtesy of www.inboundsales.net

Image courtesy of www.inboundsales.net

This new law is expected to have the most severe penalties in place for those who violate.  The maximum penalty for an individual that sends out spam is $10,000 and $1,000,000 for an organization.

With email marketing making a resurgence of sorts, this new legislation will make it far more difficult for companies to employ new marketing tactics to reach customers and even more difficult to reach prospects.  With 2014 really being the year of mobile (in my opinion), this will definitely throw a wrench into the mix.  Marketers are going to have to come up with new ways to get the coveted attention of the audience.

Here is a synopsis of what you need to know:

1.  Existing Email Lists

If you have an existing relationship, it is expected that you will have a very clear process for opting out if the recipient decides that he or she no longer wishes to receive email.

Implications:  If you do not have a very clear (and easy) process for customers, you are at risk for violating the anti spam law.

AND very importantly  the email MUST be relevant to the recipient’s role and/or duties.

Implications:  This is an important nuance that marketers must be aware of.

2.  Buying New Email Lists

While this new law does not prohibit the buying new email lists, it is very clear that all parties must adhere to the existing Canadian Personal Information Protection and Electronic Documents Act (PIPEDA).  Additionally, the same rules apply for having express consent and also having a clear opt-out process.

Implications:  There will be an extra level of due diligence required for companies both selling and buying lists.  The question you need to ask yourself in order to protect you and your organization is:  Will you be able to determine if Canadians are included in the lists?

3.  Text Messages and “Cellphone” Spam

Think you can still text or reach out by cellphone?  Think again.  The same conditions for email apply to these marketing/communications tools.

Implications:  Your text messages now need to have an opt-out option AND you need express consent.  From a personal standpoint I can relate to this. Organizations texting me and I never signed up to receive texts.  This will be an interesting scenario for travellers to the US.  How will phone companies be handling sending text messages to Canadians when we have not expressly consented?  What will happen as a result of unwanted text messages?

4.  Does this legislation cover all businesses, including government and not-for-profits?

Like the Canadian Do-Not-Call list, it does not.

Political parties and charities are exempt as long as they are not engaging with people for the primary reason of selling and/or promoting a product.  Some might argue that a political party promoting a candidate is selling a product, but it is not clear how this fits into the equation.  This might actually be a good test-case for the law.  Based on the Do-Not-Call list, I suspect that politicians can still send such email.

5.  When exactly does this new law come into effect?

While the key provisions will be effective July 1, 2014, the full effects will not be in place for 36 months.  In fact, small business and not-for-profits are being given this grace period to accommodate the changes that this means for them.  Realizing that they might have the technology and/or resources of larger and for-profit organizations, the government is providing more time to these organizations to make the change.

Do you have concerns over this new legislation?  Are you versed on these changes?  I would love to hear your thoughts.

3 Ways to P!$$ Off Your Customers – Keurig Canada Customer Service #Failure

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Customer service is not something that you expect some of the time.  Customers expect good customer service all  of the time – period – full stop.  Great customer service is what sets a brand apart from its competitors.  Unfortunately, some companies are failing at customer service – both traditional AND social.  Even more unfortunate is the specific epic #failure of Keurig Canada.  Here three things we can learn from this bad experience.

The Issue

For the first time I opted to buy my coffee online direct from Keurig Canada.  This is not a complicated process.  Create an account, select the coffee you want, check out and pay for it.  Check, check, check and check.  All was well up to and including the confirmation email receipt.  This email stated that I would receive another email when shipped.  Days passed, no email.  A week passed, no email.  More days passed, no email.  I checked on line.  What did I find out?  My payment was taken, but yet there was no status on my shipment.  In fact under delivery date, it said: “N/A”.  I made my original order on November 30th.  After approximately two weeks, I called.  In total I called three times.  Each time I waited on the line for close to an hour and still could not reach a human.  An option was given to leave a message.  I left a message with my name and telephone number and asking about delivery.  No one returned my call.  I emailed Customer Service as well.  No one ever responded.  I resorted to social media and did get a response and a call from the main location in the US.  Unfortunately they were unable to help.  They couldn’t see my order because I was in Canada.  They were fantastic.  In fact, I want to stress that when dealing with Keurig in the United States, their brand representatives are among the best.  I love dealing with them.  Cross the border and well, that is a different story.  Dealing with Keurig in Canada is painful at best and enough to make you rethink your coffee machine purchase.  Keurig Canada’s customer service is a failure.

So, how can your business excel at customer service – both traditional and social?  Here are 3 lessons learned from Keurig Canada’s epic #fail:

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1.  Understand the Brand You Represent

It is incumbent on all organizations to ensure that all employees, and particularly customer-facing employees, know and understand your brand – the brand values, voice and how to actually live the brand.  If you are going to outsource parts of your operation, this is even more important.  It only takes one person to hurt your brand and reputation.

Keurig Canada failed to understand the brand.  Their website states the following:  “Keurig” is derived from the Dutch word for excellence, which is our standard for everything, from our patented brewing technology to our gourmet brands of beverages and our customer service.”  

Keurig Canada if you believe that not returning phone calls and/or email which you specifically point your customers to as a communication channel is “being excellent,” I beg to differ.  This is NOT excellence.  Failing to keep your customer informed is a fail.

 2. Staff Your Customer Channels

There is no question that certain times of the year more busy than others.  The business cycle should not come as a surprise.  Staff for it.  Keurig in the US was able to answer and respond to calls.  Their population base is larger.  They have more customers.  They were staffed appropriately.  Jump on a plane and get schooled by the Keurig experts at your head office.  Please!

 3.  Rethink Your Processes and Actually Make Changes

Clearly there was an issue and Keurig Canada realized it.  I received notification that there was an issue with unusually high volumes and therefore they were offering a free box to make up for it.  Good on them, sorta!   This is an opportunity for a second chance.  Unfortunately, they have failed yet again.  Not only did they require that you make a minimum purchase, it has now been a week since my last order.  Guess what?  For days there was no information.  My delivery date said:  N/A.  I checked today and my order apparently shipped yesterday. I have not received the verification email that they promise.  So, the question is:  has it really shipped?  I could call or email, but based on my previous experience, I will pass.

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What’s Your Experience?

These three items are three easy fixes.  If you value your customers, establish processes to avoid these missteps.  The next step is mine.  Will I continue to be a Keurig user?  Or, will I sell my machine and go another route?  I am not certain just yet, but I can tell you that I am seriously evaluating next steps.

So, what is your customer service experience with Keurig?  Would you choose another coffee system?  I would love to hear your thoughts.

Marketing Challenges of 2014: The Influencers Weigh-in

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If 2013 taught us anything, content marketing is not going anywhere.  Nearly all leading companies finally have content strategies.  With this in mind, tactics have had to change.  What do brands do to stand out in a sea of content that flows freely in every digital space that can possibly exist?  Good question!    Thankfully you have come to the right place!  I asked 5 of the top influencers what brands should be doing in 2014 to stand out. Let’s see what they have to say:

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1.  The Return of Good Writing (Tweet this)

@marketingprofs’ Ann Handley thoughts focus on the words you use and how you use them.

“Next—in 2014 and beyond—content grows up, and with it comes the notion that good writing is the foundation of all good content, whether that content is a 140-character tweet or the product pages of your website or your content marketing infographic…..Increasingly, organizations will realize that words matter. Your words (what you say) and style (how you say it) are your most cherished (and undervalued) assets. In other words, good writing is the basis of good content that gets noticed, no matter what form that content ultimately takes. What’s more: For businesses, good writing is a mirror of good, clear, customer-centric thinking.”

2.  Being Uniquely Creative While Being Authentic (Tweet this)

Radian6 and IntroHive Co-founder David Alston (@davidalston) knows from experience that in order to stand out, you need to be unique.  After all, Radian6 did this with their Community Strategy and won the hearts and minds of a fantastic community.

“Content marketing and social media are mainstream so the big thing in 2014 will not be if you use them, but how creative your brand will be. Just using each no longer let’s your brand stand out. How you string them together and how you tie them into other platforms and processes creatively will help make your brand shine in a sea of noise.”

3. Focus on the Customer First – Before the Technology (Tweet this)

Influence Marketing Co-Author Danny Brown (@dannybrown) believes there needs to be a return to actually understanding what our customers want.

“…without understanding what your customer wants, and at what stage of the buying cycle they’re at so you can prime your message for that exact moment, it doesn’t matter how cool the technology is, or the channels we use, or the implementation of a tactic. We now have linguistic mapping tools that allow us to segment customers, who they connect with, what they’re looking for, and archival history with our brand’s core business or competitors. 2014 will see us, as marketers in the social space, truly take advantage of that technology and deliver on the ROI approach that 2013 saw us begin to implement.”

4.  Become Superior Short Form Storytellers  (Tweet this)

Digital Veteran and HBR contributor, David Armano (@armano) believes that if you want to be successful in standing out, remember that people have short attention spans.

“Short form storytelling in the form of Vines, Snaps, Instavids etc. and short stories on YouTube [will be key]. Brands need the ability to tell a meaningful “story” quickly, sometimes in seconds or other times through a series of images. Stories that have “sharing power” built into them or where you can become a part of the story (think hashtags on Vine where people do their own Ryan Gosling video etc.). So in other words, small is the new big and short is the new long.”

5.   Become More Effective – Rather than More Intrusive (Tweet this)

The Age of Context Co-Author, Shel Israel (@shelisrael) believes that for the first time in decades, marketing and communications professionals will focus on effectiveness and finally concede that being intrusive is not working.

“This will be accomplished by using the contextual technologies outlined in my recent book with Robert Scoble (@Scobleizer), where we talk about how mobile, location, data, sensors and social media converge to allow sellers to understand where people are and what their intentions are. So marketers will begin to be able to just make offers to people who might actually be interested in what they are being offered. We call it Pinpoint Marketing.”

And what do I think?  I agree with all of these thoughts.  I would add that mobile continues to be a significant challenge and opportunity. With the increase in mobile adoption , as Marketers we need to embrace mobile and make it easy for our customers and prospects to purchase via social.  After all, I believe that 2014 will be the year of mobile.

What do you think?  Will content marketing change?  Will it be replaced by something else?  What is the next “thing”?

3 Tips to Fix Your #Failed Mobile Marketing

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According to a 2013 Pew Internet study, 56% of Americans own a smart phone and 35% own a tablet.  Research from Canalys earlier this year predicted that tablet sales would increase by 59% this year.  In fact in Q3 of 2013, over a quarter of a billion units shipped worldwide.  So getting your mobile strategy right has never been more important for sales.  The C-suite no longer accepts applying outdated tactics that net poor results. (Please Click to Tweet)  So, here are 3 easy tips to fix your mobile marketing and sales now:

Image courtesy of businesstocommunity.com

Image courtesy of businesstocommunity.com

 1.  Understand that Most Mobile Device Use is Not Really Mobile

That’s right, the biggest mistake that marketers are making is NOT understanding how people are using their devices.  A joint study released by AOL and BBDO revealed that 68% consumer mobile phone use occurred at home.  Yes, they are using their devices at home!

Marketers need to have a two-pronged approach to reach the ‘at home market’ and the ‘on-the-go market.’  They have different needs.   There is an added level of complexity when understanding the use of tablets versus smart phones.  Marketers who succeed in mobile will be those who establish different strategies and tactics for each.

2.  Mobile Phone Use Does Not Equal Tablet Use

According to Pew, the demographics for those using tablets most include:

  • Those living in households earning at least $75,000 per year (56%), compared with lower income brackets
  • Adults ages 35-44 (49%), compared with younger and older adults
  • College graduates (49%), compared with adults with lower levels of education

In order to effectively reach tablet and smart phone users requires different approaches, particularly when it comes to advertising.  It is not a one size fits all approach.

3.  Advertising on Mobile?  Know Thy Device!

If you are still using the old “push” model of broadcasting messages in your  advertising, you are likely failing.

Marketers need to focus on micro-targeted “pull” campaigns that effectively result in the customer accepting messages. In addition to pull, Marketers need to forget banner ads.  While somewhat annoying to computer users, they are even less welcome on mobile.  They just aren’t scalable to mobile and therefore completely ineffective.

Finally it is important to know that those succeeding in the mobile market and netting sales have built relationships with customers.  Through these relationships, they have learned customer  preferences, including real-time location information.  They offer deals that result in real sales.  Starbucks for example leveraged mobile by offering a $5 credit to those who joined My Starbucks Rewards program.  This resulted in more than 500,000 downloads of the mobile app in its two-week trial period.

Take-Away Lessons:  

  1. Don’t push information.  Pull Information through offering something up to your customer or prospect.  What are the chances that someone who redeemed that $5 spent more than the credit allotted to him or her?  Probably pretty good.
  2. Understand how customers are using different devices and use appropriate tactics.
  3. Don’t annoy prospects and customers with annoying banner ads on mobile.  Be creative and delight your customers with real offerings to PULL them into your store or location.

If people thought that social media changed everything, mobile is like living inside a snow globe that someone continually shakes.  What changes are you making to your mobile strategy to accommodate for this different world?

7 Ways to Creep Out Your Customers with Direct Marketing Campaigns

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As a professional marketer, I thought that I had seen it all when it comes to the good, the bad and the ugly of direct mail campaigns.  I was wrong.  Last week my husband received a letter from a vendor, who shall remain nameless, that left both of us scratching our heads.  We thought it was a hoax to make this vendor look bad.  However, after speaking with a representative on the phone, sadly, we learned that it was a real marketing campaign.  In my opinion, it was an epic failure.  It was such a bad piece of marketing I just had to write this blog post outlining the 7 ways they failed using this Direct Mail Campaign.

Now, before I get to my list I want to qualify why I am writing this post.  This letter was so out of character.  It just does not meet the established brand that this company has built.  In trying to figure out what was going on, we thought for certain that it was someone who was trying to embarrass the company.  The other thought we had – honestly – was that someone had too much to drink, had what he or she thought was a brilliant idea, then wrote a letter to execute on said brilliant idea.  I don’t want to embarrass this company.  I believe that they are a good company.  I believe that they just don’t understand marketing and what works and what freaks people out.  We are a customer and aside from this bizarre twist, have been very impressed with them.  That being said, if this was an authentic campaign, there are a few lessons learned.  So, let’s get to the list:

1.  Always Use Letterhead 

When sending out a promotion to your customers, always use company stationary.  Using your name and your spouse’s name for the return address versus the company information is not a best practice and, it is confusing.

The same goes for the actual letter.  To help people understand where in fact the letter has originated, using letterhead makes it clear from the get-go.  I shouldn’t have to read a three-page letter to get to the end to figure out who sent it to me.

2.  Properly Address Letters

Since I am a customer having my name, or in this case my husband’s full name on the letter is a good idea.  The same goes for having our full civic address.  Addressing a letter with only a person’s first name and a number missing off of the civic address is kinda weird if done intentionally.  The Post Office put a question mark on the letter.  Even they were confused and took a guess.

As customers, don’t you know our name and address?  After all, it was on the bills that you sent us and the service technicians made it to our house o.k.

3.  State the offer up front and be clear about what you are offering 

This isn’t a nice to have in business communications. It is a must.  Both my husband and I read the letter numerous times and we still didn’t know what was what.  The tone and language was so odd that it sounded like the sender of the letter didn’t realize that we were already customers.  Instead, it sounded like if became a customer now, we would get a envelope of cash!  Seriously…the letter said this.

Image courtesy of waterschurch.org

Image courtesy of waterschurch.org

Even after calling and speaking to an employee, we were confused.  After telling the representative what work they executed for us, I asked point blank, “what is the offer.  I don’t understand.”  The response:  if we needed anymore work that we would get what was offered in the letter.  It made no sense.

4. Have Your Letter Proofread

We all make mistakes.  I have read textbooks, marketing materials, blogs and letters with a typo.  It happens. It’s embarrassing. We hate it when it happens,right!  However, when the letter is filled with grammatical errors and it rambles on without purpose or real coherence, it kinda leads the reader to the conclusion that someone really was drinking when they wrote the letter.  Not the right impression to be making.

5.  Use the Right Tone 

Using threatening, or what can be perceived as threatening language, when trying to sell is not exactly a Best Practice.  Saying things like “I must give you  this WARNING…” and “This Time You have NO Excuse!” would not be a recommended approach. Kinda left me feeling like I should run for the hills.

6.  Use Capital Letters Judiciously

Using capital letters according to the grammar rules is cool.  Using them repeatedly for entire sentences or words means that you are yelling at me.  Again, not exactly the experience I want from someone trying to sell me something.  I personally shy away from people yelling at me.

7.  Never, ever, ever start a letter like this: 

“It’s 1:43 am and I can’t sleep…Alright, let me give you something no one else will.”    For the love of all that is good and pure in this world, please, please don’t start any letter…ever like this.    Talk about starting out on the wrong foot.  Think about it for a second.  No letterhead, the envelope wasn’t properly addressed and the return address was from people I don’t know.  Holy $#!+.

So, now that I have gotten this off my chest and on paper I feel a little better.  I hope that others will take this advice and use it.  I hope that I never ever see another letter like this.  How about you?  Have you ever received something like this in the mail from someone trying to woo you and get your business?  Do tell!

5 Ways Small Business Can Leverage Social Media for Real-time Market Research

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As a small business owner and a professional Marketing and Communications Practitioner, I know the value of market research.  When I worked for large organizations, we often hired agencies to provide specialized research services. However, we smaller business owners just don’t have the luxury of the big budgets that the larger organizations enjoy.   We also don’t have a lot of spare time.  So, I wanted to share 5 really easy ways that small business can leverage social media for real-time market research:

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1.  Maximize your membership in existing groups like Facebook, Linkedin and blogs to gain valuable insight into what topics are hot. By being an active listener you can find emerging themes.  You can learn quickly what, if any, conversations taking place about your brand.

For example, if you own a restaurant you can learn about trends that are happening in food preferences.  If your customers and/or target market are discussing local organic foods as being important, you could start promoting the local fare that you have on your menu.  Alternatively, there might be an event – perhaps a beer festival – that you would want to promote and create a menu pairing for the various types of beer being featured at the festival.

2.  Use Twitter Lists to organize key stakeholders, customers and Influencers.  Using lists saves time when you want to focus on specific information and/or people.

For example, if there is a specific vertical that you want to penetrate, make a list and add the people you see Tweeting on the topic. You can then easily learn who is in that space.

3. Conduct Facebook surveys to reach out to your followers and ask them specific questions — keep the same questions so that you have consistent data. One of the benefits of doing this type of research versus a focus group is that neither the facilitator nor any other members of the focus group will unintentionally influence the participants. You can have your survey be anonymous or with a customer name attached to it.

For example, if you are uncertain about carrying a new product, you can ask your community.  You can develop a simple questionnaire that you can send to all your followers/subscribers or those who have “Liked” your Brand Page.  By reaching out to your customers you are demonstrating that their opinion matters.  You are getting a first-hand account of what they think about the product.

For more information on how to set up your survey, visit Facebook’s survey page.

4. Use Pinterest to determine what photos are being pinned from your website.  This can be an invaluable tool. Learn what is popular and by default, what is not.  Learn what is resonating with your customers through your visuals.

It is quite easy to do: simply go to your browser and type:  http://pinterest.com/source/YOURWEBSITEHERE.com/.

5. Use Twitter Hashtags to search and track relevant conversations.  You can use hashtags to monitor conversations about competitors, different product lines, events and more.  You can use existing hashtags or set up your own.  They are simple to use.

For example, if you are hosting a user-group and you want to know what the buzz is both leading up to and during the event, you could create a hashtag specific to your event.  Once you do this, be sure to share it with your organizers, sponsors, delegates, etc.  It could be as simple as #CustomerSpeak2014.  By simply searching your event hashtag, you can monitor all the chatter.  If you notice a problem emerging, you can be proactive and take action.  You can then share the solution using the hashtag, letting your delegates know that you were listening.  You can also use the hashtag to monitor post-event conversations and use that intelligence for lessons-learned.

These are just five examples of how you can use social media for real-time market research.  What are some other channels that you use and what have been your results?

Your Employees’ Lack of Manners is Costing You Money

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Customer service is not just about how you “appear” on line.  Good customer service is not just talked about.  It is lived.  It is how your employees represent your brand day-in,  day-out, online and in person.  Can you say confidently that your employees understand that having good manners directly impacts customer service?  What is the cost of poor manners in today’s retail environment?  Let’s take a look!

Wicker Emporium, an example of GREAT customer service!

Wicker Emporium, an example of GREAT customer service!

Think about the last couple of times you entered a retail environment.  Think about how you were greeted, or not.  Think about whether or not the staff made eye contact, or not.  Did they say hello, excuse me, or even continue talking amongst themselves, ignoring you.  How did you feel?  Better yet, how likely are you to return to such an environment.  The answer to the last question depends on how you answered the previous ones.  Well, everyday your customers are asking the same thing about your establishment and depending on the answer, your staff’s lack of manners could be costing you money.

I don’t like rudeness.  Never have.  To me rudeness is an excellent indicator of the type work one can expect from such a person.  If someone is that self-absorbed to not think about others, it is a bad sign.  Some may argue this, but it is how I feel.  Regardless research shows that rude employees are costing your company money.   Customers leave companies where rude behaviour is the norm.  Don’t believe me?  Check out the HBR blog post:  The High Cost of Rudeness at Work.

To make my point, let’s look at two very recent experiences that I had at local stores.

Winners also known as @Winners online:

Winners has been a place that I love to browse.  I confess that I go there at least once a week.  And, many times I don’t leave empty handed.

I was not however, particularly impressed with my visit Friday of last week.  I can get past the fact that not one employee made eye contact with me while I was shopping. No big deal.

What I find unacceptable is really bad manners.  I was standing in an aisle looking at some items on a shelf.  I was about 2 feet away from the shelf.  There was ample space behind me.  I was just about to pick up an item to look at it further when a staff member walked down the aisle toward me.  The polite thing to do would have been to walk behind me.  Or, at the very least, if there was not enough room, walk in front of me by first saying two simple words.  Those words:  “excuse me.”  This did not happen.  She did not walk behind me.  She walked right in front of me and did not even make a sound.  I had to move backwards to avoid being bumped by the store clerk.  Yes, had I not moved she would have ploughed right through me.  This annoyed and angered me.  I couldn’t help saying “certainly” loud enough so that she would hear me.  She did look in my direction, but I doubt that she understood her rudeness and the message she was sending about her values and by extension, the values of the store.

The question that stays with me however is simple.  What would have happened if an elderly person would have been standing in my place.  What if that person could not have moved as quickly and steadily as I did?  Would she have pushed through anyway sending that person falling to the floor?  I hope not.  I really hope not.

My opinion only worsened when I arrived at the counter to pay for my item.  There were three staff members there, including miss non-manners.  They were talking about a customer and not in a positive light.  They were very vocally complaining about a lady in great detail.  So much detail that I am fairly certain I know who they were referring to.  Completely inappropriate.  So she bought a bunch of stuff and returned it.  So what!  That is her right.  I can only imagine what was said after I left the store.

Had I not had a gift card that I needed to redeem, I would have left the store.  I did make a purchase. I should note however, and this is where I hope Winners is listening to social media conversations, I won’t be going back any time soon.  I hope that this employee is just one person who is so self-absorbed that she doesn’t see how her actions reflect not only on her, but also on the store that she is representing. Furthermore, I hope that Winners has the gumption on a go forward basis to train its employees to vent in private.  Sure, we all have to vent, but don’t vent about customers where customers can hear.   I can’t imagine that these are the values of the Winners store overall.  Surely Winners doesn’t want to be known for rudeness and customer put downs, right?  I don’t think that this is what Winners means when they say that “Everybody Loves To Get A Surprise.”

Thankfully not all stores are like this.  I want to give credit to those that do great customer service too! These are the stores that I will go back to over and over and over again.  I know that I am not alone in this.

Wicker Emporium or “@Wickeremporium online: 

Wicker Emporium on the other hand is always a great experience.  I cannot ever think of an experience in the 25+ years of shopping there that I have ever witnessed rudeness.  Just the opposite actually.

The staff always make eye contact and say hello when you enter a store.  Often times they are busy waiting on other customers and “focusing” on those customers.   I like that they focus on the customer they are dealing with.  It shows that they are paying attention to the customer and in that moment you, the customer, matter.  As soon as they have a chance, they do greet you.

In other cases where they are busy restocking and reorganizing the store they always come to see if you have questions and/or need help.  These ladies, and I say ladies as I have only ever seen women working there, could teach some other retail stores how to “BE” great customer service people.

To all the ladies at Wicker Emporium, and I hope your head office is listening, you rock!  You are great ambassadors for the Wicker Emporium brand and you should be recognized for this.

Do you have a customer service success or failure story to share?

5 Reasons “Share If You Agree” Posts Drive Me Crazy

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You know these Facebook posts.  The ones that profess love for your family, or that your son or daughter is the most wonderful in the land, or you will be friends for eternity and if you agree you should share (or Like)!  Just this morning I have 15 in my Facebook feed.  Seriously 15!  And, on top of that they were one right after the other.

Share if you agree

So why do they drive me crazy?  Here’s 5 reasons why:

5.  Can you say SCAM?

First and foremost I have to say that sharing a post, or liking a post, is not going to make you rich, have your luck change over night, or make someone fall in love with you.  Of course I am referring to the posts that claim if you share (or Like) it, something miraculous will happen within a set period of time.

4.  Exploitation

People who set these up such posts are often praying on someone’s insecurities or fears.  Think about the posts that show sick children or accidents.  Think about the ones that say “share if you hate [insert disease], ignore if you don’t.  Really?  By ignoring said post I like a disease?

3.  Pollution

Yes, I am calling if Facebook pollution.  It is polluting my Facebook newsfeed and taking away from the things that I want to see.  Real updates from people that I care about.

2.  Social Proof or Herd Instinct

A formal and proven psychological phenomenon, as discussed in depth by Dr. Robert Cialdini, demonstrates that people are influenced by their friends and also the number of people (the herd)  who are involved in an act.  So, if you see that 100,000+ people, some of which are your friends, have shared a Facebook post you feel that you must do it as well.  You want to be a part of the herd.

1.  You Are Making Someone Else Money and You Don’t Realize It!

This is the number one reason for me.  People are playing on all the reasons stated above to make money off of people who don’t realize it.

When someone creates these posts they have a very deliberate motive:  to make money. I am not talking about the companies who create Facebook Contests in order to get you to share or like their page in exchange for the opportunity to win something.  This is legitimate and the business is being up front with you.

Stupid Share

I am talking about the people who want to do this without being up front.  What they are doing is working with Facebook’s algorithm .  By getting more likes, shares and comments it is improving someone’s ranking in the algorithm (some used to call this the EdgeRank) and therefore this means that the better the ranking the more it will show up in other people’s newsfeed.  So, what does this have to do with the price of tea in China?  Everything.  Once the original page hits a certain threshold, the owner can sell the page to another party.  Because it is so popular, it has a better price tag.  The new owner can then update some information and have a ready made community to spam, I mean share information with.  Yup, that is what it is all about.  Dollars.

So, if you agree with this post “Like” and “Share”.  If you don’t, just ignore.

3 Things We Can Learn From Angela Ahrendts Jump to Apple

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There is no question that Angela Ahrendts has a lot of street cred when it comes to creating a brand.  The rise of Burberry and timing of Ahrendts joining the company are definitely tied together.  So, what can we learn from her jump to Apple?  Plenty!

Photo courtesy of harmonylo.com

Photo courtesy of harmonylo.com

1.  Apple is repositioning

Ahrendts is well known for turning around the Burberry brand and making it desirable again.  Apple has been going gangbusters for some time, but people have begun to ask what is next for Apple.  Unlike Blackberry, Apple has realized that it can’t rest on its laurels.

2.  Women are increasingly important for the Apple brand

Bringing on Ahrendts in this senior role triggers a different message for Apple.  Currently there are not a lot of senior roles filled by women.  With her reputation and capacity of previously and successfully filling a CEO role, this would suggest that Apple is looking to reinforce the importance of women in buying decisions.  The question of course will be fully answered if and when they add her to the board. If they don’t, that could also be telling.  What influence will she carry?

3.  Renewed Global Interests

Ahrendts is responsible for outstanding global growth during her tenure at Burberry.  With her finesse in global markets, it could be a sign that Apple is going to focus or refocus attention on the global market.

With the announcement just being made, there will be much analysis about Apple’s gain and Burberry’s loss.  What do you think about this change?  Hit or miss?  Will Ahrendts be able to shift gears from a luxury brand to a brand that reaches the masses?  Or, is Apple wanting to shift gears and focus on the luxury market?