Posts filed under Branding

Companies to Customers: "Don't Bother Us By Calling!"

Frustrated Customer dreamstime_s_116041961.jpg

Have you noticed how difficult it is to find a customer service phone number these days? They give you email, Chat, and links. But your questions are complex and difficult to resolve. Your questions require a phone call to cut through the information maze.

Let’s get down to everyday reality for a few seconds. The problem gets worse when you decide to buy.

It’s as if the business world were conspiring together to keep you from spending your money.

You search the manufacturer’s website for the contact information. But you search in vain for that sales phone number. In many instances, you will never find the contact address or phone number because it isn’t there. If it exists on the website, it is often hidden under layers of clicks.

I think that many companies today make it quite clear they DO NOT WANT TO TALK TO YOU.

Companies apply the same losing approach to existing customers. This kills present and future sales to save money.

The company actually increases it's sales costs when their product finally does sell. Such behavior reduces sales. Frustrated customers call the service or warranty departments rather than sales.

That’s a no-go because you do not have the product serial number allowing you access to a live person.

If you're a customer, the problem continues. The service group wants you to pay a service fee for product support first before they will talk with you.

This bad behavior weakens brands and causes the loss of many customers.

Why are companies so inept at customer service? Don’t they get it? Will they stay in business or prosper for long in a society that demands service above all? In your view, do companies understand that the prospect and customer are the bosses?  

Posted on July 3, 2018 and filed under Branding, New Business.

Selling by Intrusion

We hear a lot these about the negative effects of "intrusion advertising." Disruption represents the strength of traditional media and by comparison, the largest weakness of social media as an acquisition tool. They both have their place. But marketers should ponder this idea when developing their marketing strategies.
Posted on July 29, 2013 and filed under Branding, General, New Business.

The Marketer's Job #1

We tend to focus on the tasks, tactics and strategies marketers use rather than their role. Positioning products, branding the company, analyzing the competitive environment, creating the messaging, outbound combined with inbound marketing, establishing an effective CRM program -- all of these are generally how the job is done and not why the job may or may not be getting done.
Posted on March 7, 2013 and filed under Branding, General, Marketing.