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Your best customers are pure gold

July 19th, 2014 · Books, Customers/Clients

best customersYou’ve heard it before — the top 20% of your customers, your very best customers, account for 80% of your profitability and referrals.  We intellectually know that and yet our behavior sure doesn’t show it.

We spend all kinds of dollars, time, energy and worry chasing after new customers and after someone starts to buy, the typical business sort of forgets all about them.  Much like people’s dating patterns — there’s a lot of wooing that goes on before the wedding but after the “I do’s” get said, the florist goes broke.

Our poor best customers get the same treatment from us and that needs to stop.  We need to shift a portion of our marketing focus away from prospects and invest even more in our best customers — the ones who have already proven that they’ll sing our praises, buy more and more and bring their friends along for the ride.

Fortunately, my friend Stan Phelps has written a book to help us all do just that.  This book, What’s Your Golden Goldfish, is the third book in a trilogy of marketing books that are all built around over 2,200 crowdsourced examples of real life marketing smarts.

This particular book shares over 100 examples of what leading brands like Starbucks, Doubletree, Enterprise Rent-A-Car and Virgin Atlantic are doing differently to cater to their best customers and earn even more of their business and loyalty.

The book showcases nine different ways to let your best customers (and employees) know how much you value them. By doing those little extras, you will make your company even stronger.  You will differentiate yourself even more from your competitors, you’ll keep both your best customers and employees longer so they contribute to your success and with every little extra, you will create more word of mouth buzz.

The entire series of books is all built around the idea of lagniappe which is a creole word for “a little something extra.” In this edition — Stan helps his readers explore how organizations large and small can do a little something extra for their most loyal customers and employees.

You’ll love the storytelling but make sure you have a pen and paper handy because this book is going to spark so many ideas that you’ll never remember them all.  And as you implement them — your best customers will reward you with even more buzz, money and referrals.

Sounds like it is going to work out well for everyone, doesn’t it?

If you’re interested in Stan’s entire series, here’s how you can get them from Amazon.  If your an Amazon Unlimited customer, you can read the electronic version for free.  If you want the paperbacks, click on the links below:

 

Note:  If you click on one of the Amazon links, I get a few cents.

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Marketing automation — evil or misunderstood?

July 16th, 2014 · Web/Tech

marketing automationWhen the subject of marketing automation comes up, many purists shake their head and talk about how robotic and impersonal it is.  Well — if you do it badly, that’s very true.

In that case — you really do make your potential customers feel like they’re just a number to you and that you treat everyone the same, with little regard to their specific needs.

But when you build the system with your customer in mind — it can be a wonderful experience for them and for you.

It all depends on if you build it once and put it on auto pilot or if you use it as a tool to serve up exactly what each visitor is looking for.

Automation allows you to create a user experience that puts the user in the driver’s seat. They can access the exact information they want, when they want it — and how they want it.  The key is to realize that different people are going to have different needs and you need to anticipate that as you build out the options.  Even more important — once you start getting visitors, you need to learn from where they go and don’t want to go.

It’s a given that every potential customer probably isn’t going to want exactly the same information.  As you watch and learn — you can create new paths and test the results.  At the end of the day, thanks to automation, you can create multiple paths, so each person can have a different experience, based on their own needs and interests.

That doesn’t sound so bad, does it?

Recently, the folks at Marketo asked me to comment on the question “can big data lead to big love?” Check out the article and my comments.

If you’re using marketing automation to make it easy for you and only you, then it probably isn’t going to work so well.  But if you use it as a tool to serve your customers better — it can indeed lead to big love.

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Building a website your users will love

July 14th, 2014 · Customers/Clients, Marketing, Web/Tech

It seems like a “duh,” doesn’t it?  Of course you want to build a website your users will love. But remember, not that long ago, many businesses were wondering whether or not they even needed a website. It seemed so far-fetched that any of their customers would ever do anything but show up at their [Read more...]

How to be a good agency client

July 1st, 2014 · Agency life, Customers/Clients

I’ve been working in advertising agencies for almost 30 years now and I’ve had the incredible good fortune to work with some amazing clients over the years. Early in my career, before I had the deciding vote on who we’d serve, I also worked with some real jerks. For most of us in the marketing [Read more...]

Is your website sales funnel-shaped?

June 24th, 2014 · Sales, SEO, Web/Tech

There’s always a lot of buzz about SEO (search engine optimization), SEM (search engine marketing) and of course, Google rankings. Rightly so – each of those plays a role in how effectively your website can serve you from a marketing and sales perspective. Your website should be sales funnel shaped. But I think most companies [Read more...]

I confess — I don’t write these posts on my own

May 27th, 2014 · Copywriting

I have a confession to make. I don’t write my blog posts on my own. I’m just not a good enough writer. And I’m even worse at proofreading. That’s why I use Grammarly’s proofreading software because, with my luck, public would become pubic without its keen eye keeping me on the G-rated side of the tracks. When [Read more...]

Is creativity bad for marketing?

April 8th, 2014 · Innovation & Creativity

As a writer just typing the question – is creativity bad for marketing – hurts a little. Advertising and marketing people pride themselves on their creativity. After all, it’s one of the lures of the profession for most of us. But does it serve our businesses and our business goals? On the surface, it’s easy [Read more...]

Danger! Distraction ahead!

March 14th, 2014 · Marketing, Strategy

There’s a lot of discussion around the notion that our attention spans are shortening. Forbes recently blamed it on social media and the nonstop 24/7 media barrage. While I think our uber plugged in lives certainly contributes, there’s more to the story. Yes, we are being bombarded with more information than ever before but we [Read more...]

Who determines absolute value?

March 5th, 2014 · Books, Branding, Trends

Many people, myself included, believe in the power of a strong brand. Brand positioning has influenced buying decisions for years and a company with a strong sense of their own brand and a commitment to authentically walking out that brand is at an advantage over their competitors. In the past, a great brand could significantly [Read more...]

Should you be a content marketer?

February 12th, 2014 · Content Marketing, Growing & Learning

Content marketing.  It seems like everyone’s talking about it. But what exactly is it and what can it do for your business? Odds are, if you’re doing any marketing at all — you’re at least accidentally dabbling in content marketing. But, should you be a content marketer?  Let’s look. First — it goes by many [Read more...]