Why Social Media Makes Customer Service More Important Than Ever

Customer service has always been an important aspect of any company; and it always will be; good customer service creates good PR which creates free marketing from the source which of course is the customer, and this type of marketing is precious because it can only be given not bought.  The same of course is true of the opposite; bad customer service creates bad PR which creates what I call negative marketing.  Social Media has expanded on this in a substantial way on both sides of the customer service spectrum. Continue reading

Does the car you drive matter in small business?

A couple of months ago I had a business meeting with someone that was trying to sell me on a project; I met them at a restaurant that they picked.  They pulled up in an old Toyota that was badly in need of a wash, and the bumper was dented and had paint marks all over it.  Does this matter?  I think that it does.  Everything about you matters when it comes to business; from the way you dress to the car you are driving. Continue reading

Ill Take One Order of Prime Time Marketing with Everything On It.

I have been in business and a serial entrepreneur since 1988 officially, unofficially I started in 1979 moving lawns, pulling weeds, and washing cars… So suffice to say I’ve been at it for a while.  Even so it ceases to amaze me how very little some small business men and women actually know about business.   One of the biggest things that frosts my hide is the lack of understanding of what is needed for marketing.  I teach both graduate and post graduate marketing classes; from intro marketing to advanced marketing theories and there is one thing I do in all of those classes; I ask a very simple question.  “When creating a marketing plan, what is the first thing you need?”  I get a myriad of answers, I get things like:

  • Find a target customer
  • Segment your target
  • Assess your market
  • Understand your customers
  • Build a website
  • Create a blog
  • Perform public relations
  • Social Media
  • Get organized

Some good answers, but not the one I was looking for. Continue reading

Living the Vision

Company image is extremely important and whether you are a small business or a fortune 500 company this is something that should be a daily priority.  Many companies think that image and branding is the job of marketing and/or public relations and this could not be further from the truth.  Branding and image is the job of everyone who works at the company, from the CEO all the way down to the janitor, and you may laugh when I say that, but I’m not joking.  Every employee must live the image, yes that’s right live the image; you can’t sell it if you are not living it as a whole, meaning that everyone that works for you must share in the vision. Continue reading