If you find yourself battling competition by lowering your price, you are operating as a commodity business. It’s not fun shaving profit margins to keep up. But what if you could move your business from commodity to necessity selling the same product you already sell. You can, if you take the focus off the product
Category Archives: Customer Experience
What’s the Secret of a World-Class Customer Experience? (Podcast)
The Internet show about small business marketing. Podcast Episode #44 – What’s the Secret of a World-Class Customer Experience This episode of the Power to the Small Business podcast features John DiJulius, author of What’s the Secret: To Providing a World-Class Customer Experience? Customer satisfaction is at an all-time low. It’s never been worse according
Classic Spot: The Customer Experience Map
The customer’s experience may be a small business’ important marketing function. Rewarding your customers with a memorable experience goes way beyond providing good service. Here are some classic articles from the Marketing Spot Blog archives to help you create your own remarkable customer experience. Building Customer Loyalty Why is loyalty so elusive? Because good customer
>What’s Unconventional About Your Customer’s Experience?
> People will go out of their way to experience something that’s unconventional. Why else would 30,000 people descend on Atlanta clad as Storm Troopers and Starfleet officers for Dragon Con, an event billed as “the largest science fiction and fantasy convention in North America.” Actor Ben Browder (Farscape, Stargate SG1), who was appearing at
Quote Spot: The Customer Experience
A Collection of Quotes on the Customer’s Experience “Service is an affair of the heart, because for service to touch the mind of the it must come from the heart of the server.” T. Scott Gross – Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life “It is the
What Consumers Choose: Price or Service?
Bruce Temkin at Forrester Research recently compared price seekers and service seekers based on data from a published a research report called Who Wants Low Prices Or Good Customer Service? He found that: Most consumers say that both low prices and good customer service are important. The second largest segment of consumers say they seek
The Experience Economy – 10 Years Later
Episode #34 of Power to the Small Business podcast. The Internet show about small business marketing. 10 Years ago Joe Pine and Jim Gilmore published the classic book: The Experience Economy, in which they said a business is what it charges for. If your business is competing solely on price, then you’re a commodity. Pine
Powercast #6 – Focus on the Customer Experience
Powercast is the Friday morning small-business marketing briefing, broadcast by Jay Ehret live on UStream at 9am Central. Much of the focus of marketing is placed on seducing the customer; getting them interested in doing business with you. That’s not bad, but it’s missing something important: what you do with the customer when you get
When Does a Customer Experience Become A Gimmick?
This question goes to the heart of how you regard your customers. Do you view your customer interactions as transactions or as relationships? If you view customer interactions as transactions you are more likely to employ gimmicks to get your customers to buy something right now. If you view customer interactions as part of the
>Your Brand Affects Your Location
> The reason it’s so difficult to please customers is that businesses often start off on the wrong foot. The brand doesn’t match the location. Photo credit: cogdogblog Most current marketing uses the online-dating-service method of advertising. Like the tall athletic guy who loves to laugh, cook, travel and take long walks in the park,
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