Phoenix Rising

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Little White Lies

Phoenix Rising

Or we over-promise our capabilities to win a new customer. In the worst case, we lose the respect and trust of those we 'mislead'   In a better case, we sneak by with only a minor ripple - we met that customers' needs, even if it did take an extra month or so.  There's nothing wrong with a little white lie, right? So we deliver an upbeat message to our team to keep everyone engaged. Why share the reality that the we're in a bigger mess than we want to admit, even to ourselves? It will only make things worse. Not big stuff - just baby steps. 

Case 10

Walt's Rolling in His Grave

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But I also understand the responsibility that comes with decades of customer trust. I grew up with a happy friendly Mickey - ready to lend a hand to support his fellow 'Toons' and always there to brighten the day with a smile. Mickey was the symbol of good clean living, family values and All American spirit. still remember meeting Mickey for the first time in Disneyland - at the ripe old age of six. couldn't stop talking about him for weeks. slept in that autographed Mickey T shirt until I was too big to fit into it anymore.I think I still have it somewhere in my memory boxes.

Trust 10

Life in the Stream

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Parley Vous Customer I watched the Super Bowl at home last night. I'm sick with a flu bug so I stayed away from the party rather than playing the role of Typhoid Rebel.    Wow!    What an eye opening experience that was.    Not because of staying home alone. And not because of the game - which was great. The WOW was  because of what I learned. It all started out simply enough. I was Tweeting with a couple of gal friends as the coin was tossed, then the game began - and then the ads started.That's when the fun began. Imagine that.

Ready, Fire, Aim

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  We cold call potential customers with the same androgynous script, firing our chest-thumping messages at them before we understand their specific focus.  That's kinda backwards, isn't it? catch myself doing it all the time. I get an idea, remember something I need to do, all while I'm in the middle of something else. I'm distracted by the new thought, so I get up to go fix whatever, grab whatever, do whatever, so I can come back and focus. But then sometimes I can't remember where I was going or what I was going to do. But not really. And who knows?

Content Methodology: A Best Practices Report

for customer service. Customer service teams are the experts on customer pain points. president of global creative and content marketing. “It’s customer-first thinking. A lot. Business Goal Content Objectives KPIs Customer. customers Customer service • Number of service issues resolved using. become customers. Content. Methodology: A Best.

Learning to Say No

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advise my clients to draw their boundaries with their customers, partners and even their employees. I've seen what overextending our resources can do to a business. Maybe it's saying No to one more request from our biggest, and neediest, customer. I admire all my associates who just say No. When a client or friend asks them for that little extra something, they sometimes graciously decline. One hundred hour weeks to pick up the extra load at a client's? No problem. When a client asks for that little extra something, I add it to my list and keep right on running.

3 Steps to Customer Intuition

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You know what I mean, that feeling that tells us a product idea has legs, a story is going to sell, a customer segment is going to love our new idea.  If you think like your customers. Custom intuition makes or breaks our business. When we're in sync with our customers - we soar. Customer intuition used to be an easy thing. Customer intuition is a tricky thing in today's warp speed world. We have to stay in touch with our customers to keep our gut feel tuned to their thoughts and needs. Tags: Follow Your Customer Not anymore.

Be the Pig!

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Sometimes opportunities to change our business game come with new and shiny products, markets, customers and a happy fanfare. The best questions to ask our customers to create compelling messages. Changing the Game can save our butts. This little pig Changed  the Game on the Queen of the jungle.    The result was, well - see for yourself.

Be the Pig!

Phoenix Rising

Sometimes opportunities to change our business game come with new and shiny products, markets, customers and a happy fanfare. The best questions to ask our customers to create compelling messages. Changing the Game can save our butts. This little pig Changed  the Game on the Queen of the jungle.    The result was, well - see for yourself.

Keepers of the Truth

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seek customer, prospect and partner feedback before I ever begin to brainstorm a strategy.  Everything we need to know about our present and future is in the eyes and hearts of our customers. care what internal players believe - but I also know that the customer is my Keeper of the Truth. Customer opinions are the only ones that matter. What customers see as true value is  very different from what we believe. If we haven’t validated our decision with multiple and varied customers and prospects, then that decision is just an assumption. 

All I Ask.

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Yesterday I wrote a post about my dilemma with a few vendors of late - wondering if I was expecting too much from my vendors as their customer. Your responses told me resoundingly that I was not expecting too much - that we all have some basic expectations when it comes to customer service.    Your responses got me thinking about the basic things I want from a vendor with regard to how they treat me as a customer. Keep doing that and I'll spread the word to everyone I know about how poorly you treat your customers.  So, here we go. Be honest.

Evangelizing a Content Marketing Program

percent of American pay TV custom- ers overall, including the 25–34 demographic. as sales, employee advocacy, customer service, audi- ence engagement, thought leadership, and hiring. CUSTOMER RETENTION & LOYALTY The “always-on sales funnel” is a mod- ern marketing cliché for a reason. customer. All rights reserved. Introduction 4 II. Why This Guide 6 III. Instead, most.

Do I Expect Too Much?

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Tags: Follow Your Customer

It's the Little Things

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  "I can't beat the big name prices - but I can sure beat their service. I do little things for my customers, and hopefully they see their way to come back." As I drove out I looked at his gas prices. Many are cutting back service and the smiles that go with it - forgetting our customer's experience. Thanks to his customer focus and the personal touches he shares, he's getting a slight premium price and outselling the bigger competition hands down. Could little things make the customer difference? Tags: Follow Your Customer

SMB 2

That Personal Touch

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Marketing departments in all kinds of companies are using the power of being 'personal' as a way to attract customers and win business.   Customers and prospects, friends and family see right through those approaches, especially when we aren't thoughtful about our personalization. Tags: Parley Vous Customer?   Personalized profiles are all the rage in outbound marketing.    We insert recipients' names into email campaigns that are tailored to what we assume are their requirements, thanks to a tailored sentence or two. Think Again

All I Wanted Was to Buy an iPhone

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called Apple's customer service desk, and explained my situation to the nice man in India five times. Strike #3 and you’re OUT Apple. I’m a customer ready to make a purchase. give Apple three strikes and a BIG OUT for Customer Service. Follow Your Customer My Own Personal Soapbox Parley Vous Customer “I'm sorry, we can't find a way to sell you your iPhone.    You'll have to wait.”. Those are the last words I expected to hear in  the AT&T store. I’d run in all excited to purchase my new iPhone yesterday. Strike #1 Apple.

Marketing Technology: 3 Solutions You Can't Live Without

customers, you need technology. customers, standardize customer data, conduct forecasting. about customer relationship management, a CRM platform is an essential component of the. Although sales and customer. better manage their relationships with customers, it’s time that. engagements, customer relationship management and enterprise resource planning.

All I Wanted Was to Buy an iPhone

Phoenix Rising

called Apple's customer service desk, and explained my situation to the nice man in India five times. Strike #3 and you’re OUT Apple. I’m a customer ready to make a purchase. give Apple three strikes and a BIG OUT for Customer Service. Follow Your Customer My Own Personal Soapbox Parley Vous Customer “I'm sorry, we can't find a way to sell you your iPhone.    You'll have to wait.”. Those are the last words I expected to hear in  the AT&T store. I’d run in all excited to purchase my new iPhone yesterday. Strike #1 Apple.

Buzzwords are BS!

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Use words that matter to our customers. Listen closely to the words and phrases customers use to describe the benefits that our product brings to them. The best questions to ask our customers to create compelling messages. How To's Parley Vous Customer I’m not talking about technology or industry specific buzzwords. I’m talking about marketing buzzwords – that cross every industry and market.    Words like biggest, fastest, cheapest, newest, most reliable, most secure, most efficient, market leading, world-class, new and improved, leading edge.

Buzzwords are BS!

Phoenix Rising

Use words that matter to our customers. Listen closely to the words and phrases customers use to describe the benefits that our product brings to them. The best questions to ask our customers to create compelling messages. How To's Parley Vous Customer I’m not talking about technology or industry specific buzzwords. I’m talking about marketing buzzwords – that cross every industry and market.    Words like biggest, fastest, cheapest, newest, most reliable, most secure, most efficient, market leading, world-class, new and improved, leading edge.

Leading for Success in a Changing World

Phoenix Rising

Here are some ideas: Listen to customers.    That customer may be saving your business. wishing in the world won't make customers love your new product if it's. Bring in a few field reps who are working with customers and. Major customers are moving in a new and unexpected direction?    don't just assume the rest of your customers will follow your planned course! Our markets continuously change, driven by any number of dynamic events; buyer behaviors, fickle brand preferences, or economic pressures—just to name a few.

Advocate Marketing Creates B2B Relationships That Lasts A Lifetime

Advocate Marketing Creates B2B Customer. Relationships That Last A Lifetime Focus On People, Not Companies, To Increase Advocate Engagement by Laura Ramos September 28, 2015 FoR B2B MaRketing PRoFeSSionaLS FORREsTER.COM key takeaways Customer Testimony Helps B2B Attract. to beef up how you cultivate and deliver customer. Customer Goodwill B2B Marketers Must Showcase Customer.

Leading for Success in a Changing World

Phoenix Rising

Here are some ideas: Listen to customers.    That customer may be saving your business. wishing in the world won't make customers love your new product if it's. Bring in a few field reps who are working with customers and. Major customers are moving in a new and unexpected direction?    don't just assume the rest of your customers will follow your planned course! Our markets continuously change, driven by any number of dynamic events; buyer behaviors, fickle brand preferences, or economic pressures—just to name a few.

It's the Little Things

Phoenix Rising

  "I can't beat the big name prices - but I can sure beat their service. I do little things for my customers, and hopefully they see their way to come back." As I drove out I looked at his gas prices. Many are cutting back service and the smiles that go with it - forgetting our customer's experience. Thanks to his customer focus and the personal touches he shares, he's getting a slight premium price and outselling the bigger competition hands down. Could little things make the customer difference? Tags: Follow Your Customer

SMB 2

I'll Do It Tomorrow

Phoenix Rising

We don't walk away from that all-important customer, the one that sucks our resources dry.    We don't know if we’ll have a customer to replace them for tomorrow. We assume we'll have tomorrow. In our personal lives, we put off things like laundry, paying the bills, cleaning out that nasty kitchen drawer - until tomorrow. personally put off laundry for as long as I can…. We do the same in business when it comes to prioritizing actions. We choose the comfortable things, things we know how to do as our first choice. Think about it this week.

3 Leaders Who Follow the Signs

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  It simply takes a commitment to pay attention - to our markets, our customers and most importantly - our own business intuition.  Market leaders follow the signs. Leaders are always on the alert for Signs of shifting markets. When they sense a subtle shift in their audiences or their own value, they respond and keep moving forward. When there's a sign of a major shift, they throw their status quo beliefs to the wind, focus forward—and adapt. Many point to Apple and Google and Amazon as innovators who follow the signs. NU SKIN: NuSkin is growing in a bad economy. 

Study: How Much of Your Content Marketing Is Effective?

And instead of relying on disruptive banner ads, brands are start- ing to get smart about targeting customers with original content. their most important marketing goal, lifetime customer value and. Copyright © 2015 Contently. All rights reserved. contently.com By Jordan Teicher Study: How Much of Your Content. Marketing is Effective? What’s working—and what’s not—for over. content.

3 Leaders Who Follow the Signs

Phoenix Rising

  It simply takes a commitment to pay attention - to our markets, our customers and most importantly - our own business intuition.  Market leaders follow the signs. Leaders are always on the alert for Signs of shifting markets. When they sense a subtle shift in their audiences or their own value, they respond and keep moving forward. When there's a sign of a major shift, they throw their status quo beliefs to the wind, focus forward—and adapt. Many point to Apple and Google and Amazon as innovators who follow the signs. NU SKIN: NuSkin is growing in a bad economy. 

Changing Focus

Phoenix Rising

  Our markets and customers change continuously as well - just like everything else in our world. Change is a natural state. Seasons change, weather changes, our bodies change.    We change with age, with education,with experiences and with exercise, or lack thereof.    Relationships change, people change, everything about our lives change.  So why does 'business focus' translate to a static response? Ask anyone about business focus and they'll begin talking about staying the course, sticking to the plan, 1, 3 and 5 year objectives.

It's the Relationship!

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  If we think our customers and prospects - or our friends and family - don't know the difference in our intentions - we're kidding ourselves. It’s not about you; it’s about them. ~ Go Givers Sell More. Truer words have never been spoken.    Whether in business or our personal lives, relationships are all  about adding value to other peoples' lives.      That universal  law is quite simple. We just have a hard time remembering it, much less following it. We can thank our social training for that. And so I did. 

Extreme Measures

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It's not even because they're trying to do the best job possible of protecting their customers. Fifteen Laughable Product Warning Labels The above article was in Forbes this week.    I got a kick out of all of the warning labels - some were truly extreme, for example the one below.    Imagine - Office Depot warning people to wear Safety Goggles to use a letter opener. Pretty bad, huh? But then I started thinking about why the  companies delivering these products felt compelled to cover their proverbial derrieres in such obviously over-the-top ways.

Content Marketing Playbook: Strategy and Roadmap

customers to reimagine GE on the cutting edge, which. they end up becoming customers of Moz, that’s great, too, but that’s a side benefit. list that could include: its own investment trends data, data and queries gathered at its customer call center, the expertise of its financial advisors and other internal. Playbook No. 2: Strategy and Roadmap Copyright © 2015 Contently.

Free Positioning eBook: It's Not About You Anymore

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couldn't find a customer story anywhere.    Just the obligatory logos on a page entitled 'Customer Success ' Two of the four links I clicked on were broken. Now  that gives a customer warm and fuzzies, doesn't it? To learn more about customer-centric positioning - Download my Free eBook as a PDF. Tags: My Own Personal Soapbox Parley Vous Customer? I was checking out a potential client's website. found everything I ever wanted to know about the company.  It was a chest thumping extravaganza! Think Again

Fair Play

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When we deliver a quality product and service to our customers, we have a significantly better chance of winning than the guys who do shoddy work.  Fair Play ruled in my upbringing - in everything from horses to golf to piano competitions to life itself.    It's a simple principle promoting that how you play the game is more important than winning. The rules have changed. We have cheating bankers getting federal bailout money while honest people are losing their homes and lives.  We all know that Fair Play is becoming more rare every day in certain circles. 

If You Talk the Talk, You Better Walk the Walk

Phoenix Rising

  When a customer pushes past the social persona. Well, I had a nightmare customer experience with my brand new, high dollar product from this same company.  left a happy and satisfied user - impressed by Sy's dedication to his business, his customers and his own brand of social outreach with such a personal touch. He deserves a BIG and public pat on the back for his dedication to his business and his customers. Tags: Follow Your Customer My Own Personal Soapbox Think Again It’s a great opportunity for real communication with your audience. 

That Special Holiday Spirit

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We're flush with the holiday rush - closing that last bit of business while connecting with our customers and partners to say thanks for the great year.   We have the same co-workers, customers, partners and friends to thank for their support, we have the same dreams and opportunity-filled future in front of us. I love the holidays. Everyone lights up with positive energy from Thanksgiving right on through the New Year. We share our hopes and dreams, make big plans for our future, thank those who have blessed us in even the smallest ways throughout the year.

Content Marketing 2016: Staffing, Measurement, and Effectiveness

platforms, and customer relationship management. Copyright © 2015 Contently. All rights reserved. contently.comBy Jordan Teicher Content. Marketing. 2016 STAFFING, MEASUREMENT, AND. EFFECTIVENESS ACROSS THE INDUSTRY 2Content Marketing 2016: Staffing, Measurement, and Effectiveness Across the Industry I. Introduction II. Methodology III. Key Findings IV. Results and Analysis V. But brands.

We Get more Flies with Sugar

Phoenix Rising

  This one came to mind this morning. "You get more flies with Sugar than you do with Vinegar" I was chatting with an associate  about a client of his who is in a battle with another vendor at a customer site.  In the meantime the customer is stuck in the middle as his business grinds to a pace that even tortoise land would view as slow. Now that's helpful to the customer, isn't it? This approach basically meant they would say as little as possible about anything to the customer or the other vendor, lay low and see how things worked out. 

Objectivity is a Beautiful Thing

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  All the  prerequisites for success are there: current customers are clamoring for the solution (it save them major money), there's an un-served and significant market demand, minimal investment is required and there's a 'sky's the limit' upside. Tags: Follow Your Customer Rebel's Rules Think Again I met a new client a couple of weeks ago.    We spent time over dinner discussing his company and their strategy for diversification and expansion. The guy is sharp, and the opportunity he unearthed is strong.  We are, after all, human. 

The Path of Least Resistance

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  Or that broken product service that all our customers know about, yet our executives refuse to acknowledge as a problem. Is it human nature to take the easy way out? I've been thinking about that a lot lately. Wondering if we compromise to bypass the argument if we disagree with our co-worker or let that guy be abusive to his terrified child in the grocery line because we don't want to get involved. Somehow, I don't think that's what our Founding Father did.  Business leaders who powered the growth of American industry didn't take the easy way out.

Lessons From a Porch Light

Phoenix Rising

There was a quaint little custom in my small southern home town. The last few weeks I've had a barrage of pornographic messages on Twitter. They are obscene, graphic and embarrassing. block the senders and delete the messages, but they just keep coming. My other friends are getting them as well. We all feel so powerless to do anything to stop them - so we do the best we can and delete and block - again and again. My email reflects Twitter. Everyday I get a multitude of invasive, downright obnoxious and over the top communications. Last week I was thinking about my childhood holidays. 

B2B Marketing Trends for 2016

And they expect an optimized customer experience from end to end. Manage the customer experience: great content alone won't save a lousy product or cumbersome experience. always make more content, their customers can't make any more time. will be forced to value "fit" over "reach" where they target the customers that fit. or current customer is. B2B Marketing.

Are We Civilized?

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  From apathy and disrespect toward our customers to rudeness and backstabbing in the workforce to lying, cheating and stealing to 'get ahead' - our civilized world seems to be devolving. I have deep thoughts at gas stations. I was filling Thelma (my truck) with diesel and a 5 gallon can with unleaded. As I was working the nozzle into the can, the owner gently took it out of my hands, smiled and shooshed me toward the truck with a wave of his hand.   What a welcome surprise. He gets my business forever! But then my reaction got me thinking.