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I just finished reading John Jantsch new book on Selling and I loved the fact that it gives me a very detailed road map for myself and that I can share with clients so they understand that they need to become information brokers and change their selling approach to one that can bring better results and create more solid relationships.
I still struggle on providing the information when they are most receptive.
Successful salespeople educate and inform
Our ongoing communications revolution has profoundly affected how salespeople achieve success. Buyers are now in charge! Referencing blogs, Twitter, LinkedIn, YouTube, Facebook and other Web-based tools, buyers often bypass the traditional selling model altogether – learning for themselves about...
As a creative now and having been an accountant at one point of my life, I am glad that I help businesses understand the value of a customer and not just look at expenses.
I see it in small businesses which annoy their clients to a point for miscellaneous things to save pennies on the dollar.
Love this example!
Airlines save a penny a passenger by squeezing out limes
On Wednesday I fly on American Airlines from Boston to San Francisco. I’m going to order my usual: club soda, no ice, with a lime wedge. It's my thing. A little pleasure while in the air. I hope I get the lime. But I may not. [UPDATE - American Airlines did serve me a lime today. Two wedges in f...
I have been using the Over App for quite some time on and off on the iPhone and they have a set of bundles for sort of stickers to add to their photos. Maybe this is another line or area they can move forward with since they already allow you to add text and images on photos in the same iOs app.
I had not seen the potential of adding virtual stickers. When I was a teenager I use to work as a volunteer for the Puerto Rico Olympic Committee and the Puerto Rico Volleyball Federation. I use to serve as a guide and translate for the teams that were visiting the Island.
One thing I remember people where obsessed with where the pins of other sporting events. I remember in 1993 I got a gift from a Bahamas delegate who had gone to the Seoul 1988 games. I still have that pin around somewhere.
Maybe these are the digital version of these pins. I wonder if you could also collect a few and give them to people when you come back :)
Digital photo stickers as content marketing
Last month I was in Bangkok delivering a talk at the Spark Conference. During the startup panel discussion at the end of the day, there was a short discussion of “stickers.” Panelists were enthusiastic about the potential for early stage sticker companies to do well. This was a completely new ca...
One of my most read posts was addressing how locally here in Puerto RIco with a lot of U.S. influence many doctors have become less worried about patient care. On the Island the fact that at one point there was a lack of Doctors makes some of these individuals think they are part of what I call the "White Coat Caste".
One of the main reasons I eat as healthy as possible and take good care of myself is the extra incentive that in the Island you get an appointment on a certain date not even a set of hours. Some doctors are known to take care of their patients like cattle and even if you have an appointment it is first come first serve basis. Patients even some delicate ones can easily spend 8 to 10 hours in an office waiting for care.
On the other side I have a physician who was a client. He has tons of restrictions on his patients but when it comes to service he puts a ton of restrictions on me some that might have taken me into bankruptcy. To many these behaviours are based out of pure greed since to become physicians the cost of education is so ridiculous then they become sort of robots trying to pay that off and acquire wealth.
I think you are on to something here.
Terrible healthcare customer service
In my experience as a patient and as a family member of patients, I’d have to say that the healthcare industry has the absolute worst customer service there is. It’s crazy! If I need to make an appointment with my primary care physician, I can’t do it online. I MUST call them “during normal busin...
Can't wait to read. Being a History fanatic and so involved in marketing makes it even more appealing to me. Best of Luck!
Marketing the Moon - announcing my new book!
Geek alert(!!) My newest book, Marketing the Moon: The Selling of the Apollo Lunar Program, will release from MIT Press this month. I am mega excited. Here is the Amazon USA listing for the book and here is the Marketing the Moon book companion site. This project is a total departure from my soc...
Interesting had not realized the mistake airlines make when they are advertising especially if they are not doing it at the right time.
So many people forget the guest experience. Last night I was watching as a spectator how something like that unfolded in front of my eyes. Even worst when they will affect customer experience for cents on possible dollars lost.
Qdoba annoys customers with infomercials while they eat
There’s a Qdoba Mexican Grill five minutes walk from my office. I’ve eaten there about 25 times since it opened. I like the naked burrito! (No rice, chicken, extra pico de gallo, guacamole.) Today, there was an addition to the restaurant. A television playing infomercials! And the sound was compe...
It’s weird and has been a topic I have spoken to many about on how irrelevant these ads are.
To make a list of things I received that were completely lazy:
1. A contact in the hospitality industry sent an email listing all the VIP’s of that organization where it was visible. Even worst it had a generic template saying Merry Christmas.
2. Yesterday a Tax preparer was spamming people on facebook with the line. You have spent a ton on Christmas now its time to get your refund for your taxes. Even worst that the person was spamming small business owners who don’t necessarily get a refund during tax season. What a better time to remind people of their taxes than on christmas day.
The list goes on and on but seeing something like the West Jet Video really brings a smile to my face. Heck this post might have inspired a post. Happy Holidays David.
The best and worst of 2013 holiday marketing
This holiday season, many thousands of companies did what is expected – interrupt us with inane greetings. Marketers spend time and money because, well, “aren't we supposed to send greetings to clients?” The vast majority I received were a complete waste of time. Do you really want to open an ema...
I have to agree with Louis since it has humor it might be lost in translation where it might even give the artist a bit of leadway when conservatives are running around and might bring repercussions to the artists way if he is in Saudi Arabia.
No Woman No Drive
In the Kingdom of Saudi Arabia it is forbidden for women to drive a car. Though there is no official law banning women from driving, they cannot be issued a drivers license. Every now and then a brave woman defies the men in her life and risks arrest by going for a public spin. In recent days sev...
I have to say these opportunities to create content arise every where the problem is putting in the time even after you recorded or created the content to edit and make it appealing.
Larry did an awesome job... Thanks for sharing David!
When does an insurance agent enjoy a car crash?
With my friend Larry McGlynn, I went to the Nantucket Demolition Derby recently. It was a great day watching car crashes in beautiful autumn weather. Larry is president of McGlynn, Clinton & Hall Insurance Agencies and is my agent. Larry is a funny guy so I’m always thinking of bad insurance humo...
Not only does changing the wording to normal things to things that are more inviting a good idea it will make your efforts and/or organization stand out from the rest by using communication that is not the norm.
I really like the name of Safety vs. Security but since I work with certain non-for profits trying to raise funds the Very Good People makes it a positive challenge to get something done.
One word makes a difference
On Saturday I caught the Life is Good festival. It was a beautiful day in the Boston suburbs made better because all profits generated from the festival (over a million dollars) are going to Children’s charities. For those music geeks reading this, my favorite act was the amazing 14-year-old Qui...
Truly awesome I have to say that it was very well played.
Well-played Nokia UK Newsjacking of Apple iPhone announcement
Nokia UK tweeted a fun image during the Apple announcement of the new iPhone offerings yesterday. This is a great example of newsjacking and as of this writing it has been retweeted nearly 30,000 times. Not bad for a small effort from @Nokia_UK, an organization with just 41,000 Twitter followers...
I hear this so often and then see people waste their time while complaining they don't have time it makes my head hurt...
Funny how easy it can be to find time the problem is people don't want to let go of their old habits like watching TV.
But I do not have enough time
It’s just an excuse for inaction. “But I do not have enough time to start a blog.” (I’ve heard this one hundreds of times.) “I’ve always wanted to write a book, but I do not have enough time.” (This one is a classic.) “But I do not have enough time to exercise.” (Okay, then.) Of course you have e...
Will take note of the Rule #2 Seth. LOL.
I think so many times we are seeking better opportunities and hacking things and we miss out on the main reason why we started to do something.
Overall I have to say that when I take the best way I create experiences and great memories.
The Best Way
Over the weekend, I drove from my home near Boston to New York City to pick up my daughter who had been there for a summer internship. I’ve driven the roughly 225-mile trip a bunch of times and have worked out a pleasant, non-stressful route I like, much of it on parkways that do not allow commer...
I have a hard time with keeping it updated will put it on my calendar to update more frequently.
About Your About Page
In my experience, most “about” pages on blogs and personal websites suck. That’s okay if you want to be anonymous. But if you are writing a blog or creating a site to promote your ideas, then you need a great about page. I'm particularly amazed when someone writes a terrific blog but fails to sa...
I understand people are busy but thanks to those in Large organizations who have opened their doors I have been able to get traction on some of my efforts.
Funny thing is that if a big organization opens the doors to a blogger they usually become more loyal and might even focus more attention on the organization.
Like you I have been rejected by small business owners and had the doors opened in large companies.
At first I would get frustrated but later I realized I needed to use that energy to put the spotlight on those that opened the doors no matter what size.
BIG media and small media
My friend Biagio Carrano points us to an interesting quote from Marcelo Bielsa, an Argentine football (soccer) coach who has managed football clubs and also the national teams of Argentina and Chile. Bielsa, known for his lengthy press conferences after matches where he answers every last questi...
I use to be a big Jetblue Advocate but over the years I have lost my love for the brand. A few months ago I criticized them online because for the third time my mom was flying with them the delays where a bit out of hand and one of their employees was not very happy with my feedback.
The old Jetblue would have seeked how to make up for the horrible experience the new jetblue decided to let me know they where dissapointed at the accusations.
I also went in to check the Badges and quickly lost interest because instead of re-routing me to a landing page I was sent to the regular Jetblue sign-in.
Lots of area for improvement and your suggestion on rewarding long term customers with something that costs them very little by acknowledging them for past travel is something that can and should be done.
JetBlue Badges gamification marketing fails to take off
Gamification can be a great way to encourage loyal customers to share on social networks. It is an especially valuable form of marketing in the travel business. Several times this year, I talked about how Ocean Frontiers dive resort in the Cayman Islands uses their Green Short Challenge to get t...
The one I dislike the most is when someone is pitching me a guest blog post where they are getting paid by their client and want me to edit and review for free.
I am ok with sharing things that are of interest to me and those that interact and read my blog. But having someone send generic content and then even ask me not to disclose the relationship they have keeps me away from even answering most emails.
How to Pitch a Blogger
I get several hundred pitches a week from well-meaning PR people. Conversations with other bloggers suggest this is the norm, so now it is as tough to reach a blogger as it is to reach a mainstream journalist. It may be even more difficult since most of us work part-time on our blogs and we devot...
I make a living making websites and sometimes my biggest hurdle is helping the client realize the website is not their personal shrine or better yet the possible customers will be looking at their business from another perspective.
As humans we tend to see the world around ourselves as an extension of the rest of the world. It sometimes takes a few blocks walking from your home to realize everyone is very different even at a close distance. I hope they get a chance to read this and think about fixing the site.
World's worst website
I'd like to nominate the English-language edition of the Tokyo 2020 Candidate City website as the worst English-language site in the world. The site is built in support of bringing the 2020 Summer Olympic Games to Tokyo. Where to start. Well anywhere, really. So let's look at content. How about ...
I am currently working with a personal trainer trying to identify how to incentivize clients and have them spread the word for the transfigurations and changes they have made in their lives.
This challenge has a level of simplicity to understand it but the challenge is something people have to commit too.
Pretty awesome way to amplify your brand…
How Ocean Frontiers uses Facebook to get dive clients returning year after year
One of the most useful aspects of Facebook is the ability for people to Like and Tag the things you do on the site. When you create something interesting, your friends can spread it for you. As a marketer, there's nothing better than people eagerly sharing your stuff and exposing your ideas to pe...
My good friend is a big Tumi fan he has bought many bags and when he wants to give a traveller a gift he will usually spend a few extra bucks because he knows that person will get a gift and always remember him.
I had heard they where awesome from a few friends. I don't travel as much anymore but if I start travelling again I will definetely go for a Tumi.
Tumi shows great customer service is excellent marketing
It is rare that I have a customer service experience where I go "Wow!" Tumi, the travel bag company, just caused me to do so. After many years of going through travel bag after travel bag, I decided to buy a good quality one and after some online research I invested in a Tumi Frequent Traveller...
Wao not only did she bring business in, become a thought leader, but she also saved lives by looking at the complete eco-system of her industry and how it ties in with other stuff.
I see so many individuals doing videos of the same things. But many don't stop and look what people might be searching for and in need of.
It starts with thinking what we need to find out and how to fix some of those issues.
I love reading these stories.
Content marketing and video showcase expertise and drive tons of business
You could hardly ask for a more dramatic example of how near zero-cost videos can expand reach and drive business. And it all started because Mary McNeight identified a problem that no one online was helping people solve. When Mary couldn't find anyone in the Seattle area who would help her trai...
I stopped flying american many years ago. At that moment I did not fly enough with just one airline given the economic constraints that where given to travel and our client locations which where mostly in the south where other Airlines usually had better rates.
I fly Jetblue first and any other Airline before American given the terrible experiences I have had. On another note i have always seen how they really take care of their most loyal customers and flyers which now will be taken to a new level with technology.
As I said in the tweet I am really wondering what else that tablet does and how it will create a deeper relationship with flight attendant and passenger.
American Airlines announces new branding to its best customers first
Several very positive marketing and product related experiences with American Airlines suggest to me that the company is making great progress since the parent company - AMR Corporation - filed for Chapter 11 bankruptcy protection on November 29, 2011. Telling your best customers first Late last...
I guess many agencies or so called professionals who divide them are either naive or like to confuse their clients to increase revenue!
One of the main reasons I visit this blog is because You can take something that is difficult to explain and explain it in a few sentences! I have to agree people want content that either educates or entertains and they want quality! They don't care as much where it came from!
What converging mainstream and social media means for marketing and PR
Too many people are still hung up with outdated artificial demarcations between "mainstream media" and "social media", arguing that one is more legitimate. This leads to flawed marketing and PR strategic decisions. This is especially true of many (but not all) public relations agencies whose rep...
I am not a fan of Netflix at one point they where charging my savings account for three years for a Netflix subscription I gave as a gift to a friend. Leaving that terrible feeling I have when Netflix gets mention looking a the other side having worked for a big Public Accounting firm I have to agree with you David.
If the information is accesible real time I also think its fair disclosure. Those who might make it feel any other way are probably those who still want to control something either information or the process!
SEC action against Netflix CEO over Facebook post is completely wrong
The US Securities and Exchange Commission is considering taking action against Netflix and its CEO Reed Hastings because of a Facebook post. The agency says that the update to Hastings' 200,000+ subscribers where he said "members had enjoyed over 1 billion hours in June" violated the SEC Regulat...
I have to say I am a big fan of the New Revolution but we can't disconnect completely from the fruits of the previous one.
I am reading a book called "Just My Type" and the accomplishments of Gutenberg are mentioned in a different manner.
I can't wait to see how this revolution keeps on gaining traction!
The second most important communication revolution in history
I’d like to step way back and look at the big picture of where we are today. To use a cliché, this isn't a "30,000-foot view". Rather it's more like the view from the moon. Johannes Gutenberg invention of mechanical movable type printing in about 1439 was the most important communications breakth...
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