Tag Archives: customers

The CEO in 2016: Five things you can do for your brand

Agility and customer centricity are primary themes today. Mapping the customer journey. Launching products and features quickly to adjust them — or pivot — just as quickly. All kinds of new technologies for analyzing reach.

Yet companies must still satisfy the classic marketing requirements of producing good stories and inspiring the loyal purchase.

CEOs, pressed for time and focus, often relegate marketing to a lower level of attention. It’s a habit left over from the days of slower message cycles, broadcasting and a lot of assumption about buyer values. Plus CEOs have to think about everything by the quarter. So with an at-best preoccupied and at-worst absent chief ambassador, the marketing investment — even when powered by the most powerful tools and visionary messages — suffers from not reaching its full potential. Because the CEO is the leader for a reason. She provides the direction and the inspiration. He keeps every stakeholder front-and-center.

The purpose of a business
Peter Drucker on the purpose of a business

Here are five ideas for CEOs who want to manage distraction and be on the ground while breaking new ground for their brands in 2016.

Demonstrate your devotion to the customer. If you must, think of it as taking a coffee break from the typical responsibilities of running a company. Not only does this pull you into the marketing effort, it sets a company standard for looking outward.
Quarterly: Call a customer. Or better yet, visit one.
Monthly: Share a customer story — good, bad, ugly — with your employees. Cover the key learning points the company should absorb and address.
Weekly: Ask a manager to communicate one key customer or competitor insight to the entire organization.
Daily: Pick one item from your daily non-company reading [you’re doing that, right?] to share with the company. Make it about the market, buying trends, innovation — anything that will align your brand with the marketplace and maybe equip people to amplify the brand’s values.

Test your own assumptions. About your people, your competitors and your customers.
Quarterly: Ask your marketing team to give you a short briefing on what is being said about your brand.
Monthly: Visit competitors’ websites and social media accounts to see if you want to add any insights to what your teams tell you about competitors’ products, services and customers.
Weekly: Check what industry influencers are saying about trends and shifts in your marketplace.
Daily: Ensure that what customer says — good, bad, ugly — gets addressed by marketing messages and literally turned into marketing copy.

Tell an elegant story. Uncomplicated, drama-free, yet compelling. Invite customers and influencers to align with you, not just to buy your products.
Quarterly: Write something to share with customers and employees — something that demonstrates your company’s connection with the marketplace. Use an editor.
Monthly: For employees, share an anecdote about an employee who has done something to exemplify the brand’s reach and impact on customers.
Weekly: Schedule five minutes to talk with an employee about what is working on the street — and what is not.
Daily: Look at your marketing outreach, particularly social media, to offer guidance and to make sure the team is on message.

Surround your brand with leaders who have talents you do not. Whether it’s your marketing team or an event you are sponsoring, spare no time or expense in bringing the fresh air of new perspectives to your company. At the same time, vet attitudes as well as capabilities. For example, make sure every speaker your team invites to your company events is someone you can respect. You don’t have to agree with everyone, but let’s say the team finds someone who is billed as an expert in diversity. And it turns out they attack people on Twitter. Your invitations to people like this — as advisors, speakers or employees — say volumes about the brand. And no amount of clever marketing will correct the mistake of people who wound your brand through a thousand little cuts.
Quarterly: Ask for an audit of the content and experts your team is using to burnish or represent your brand. The marketing team should be doing independent research, not just looking at the experts’ or agencies’ marketing material.
Monthly: Go to a professional event that’s featuring a speaker or a panel. Remember what you liked and pass it on to your marketing team.
Weekly: Keep and update a file of quotations or essays you like. Having this on hand when you’re approving an event agenda will help you ensure content relevant to your brand.
Daily: Check the editorial page of a publication you like.

Reward actors, not bystanders. One of the great consumer frustrations today is the inability of customer service reps to go off-script — to actually come up with a solution on one’s own to a customer’s problem. The advent of social media has had a positive effect on the robo-response tendency — but we have a long way to go. Rote answers to customers’ concerns are the province of the bystander employee. As Cate Huston wrote in this excellent essay on the problem with corporate bystanders who don’t nip sexism in the bud, “it starts with refusing to be a bystander by calling things out”. Same phenomenon at work in branding: all the beautiful design and expensive messaging in the world won’t compensate for front-line employees asked to divert customers from what bothers them.
Quarterly: Listen to or read how a customer rep handled a problem. See if it resonates with your brand strategy.
Monthly: Ask direct reports to give an example of a problem solved that improved on customer service practice.
Weekly: Ask for a memo on the top five customer comments on social media.
Daily: Show your internal teams that you are confident enough to go off-script, too.

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Seven ways to turn customers into advocates

Let's assume the product or service you sell is of high quality and holds significant competitive value.  

You can add another important competitive barrier, and a differentiator, by turning your customers into advocates of your company.

Companies like Salesforce.com [my client] are supplying technology that enables companies to share information, solve problems and consult with customers in real-time.  By example, Salesforce is now showing us how the pursuit of advocacy brings you even closer to your customers — and augments traditional sales and marketing powerfully for this new age.

Essentially, when your customer is your advocate, he or she shares the good news with others.  Also important:  your customer advocate tells you first how well your product works and what will make it even better.  A customer advocate is as committed to your company as you are to the relationship — giving you, as Salesforce likes to say, a customer for life.

Rome-roma-italy-2624701-l Imbed these seven actions into your customer relations activities and you'll be on your way to recognizing your customers as advocates.

Show your customer you are listening.  When a customer contacts you, respond immediately.  Use the words your customer uses to describe a situation or to answer a question.  Talk about the business and customer challenges.  Ask about the team. 

Be useful to your customer in a variety of ways.  Read periodicals and blogs about his industry.  Send her articles and site links that will help her do her job.  Share stories about other customers that will spark ideas. 

Connect to your customer beyond the sale.  Send a one-line email or leave a short voicemail just to say hello.  Follow the customer's blog, Twitter feed or Facebook page.  Connect on LinkedIn.

Embrace your customer's culture.  Pay attention to the office environment when you visit.  Bring a small food gift that you know will be put to use in the kitchen.  Acknowledge a dress code not by matching it exactly but by a slight adjustment to your own style.  If the customer communicates only by email, use that; same if it's voicemail or text message.

Take up as little of your customer's time as possible.  When you have a meeting or conference call, stay on point and only address product features if they relate to a specific topic.  Stick to the agenda.  Keep meetings under 45 minutes.  Be on time.

Leave your customer wanting more of you and still blown away by your product or service.  Be available and free with information, but be careful about sharing too much extraneous detail about your process.  Share your successes and acknowledge that you couldn't have done it without him.  Connect your experience with her — and what you've learned from her — to the success of your company. 

Be where the customer is.  If your customer is holding an event, buy a ticket.  Buy his products, if appropriate, or share stories of people you know who use them.  Make a business connection for her.  Always demonstrate that the customer is front-and-center in your priorities — that you appreciate the relationship — and that the business you conduct is more than a transaction.