Category listing: Customer Service
Ok, so maybe you’ve seen the video below. Apparently close to 3 million views gives me that confidence. However, if you have not, take 4:37 to watch it:
Here’s the story in summary form. Dave Carroll says that last year United Airlines damaged his Taylor Brand guitar (notice the “Bumpy Flight” response they’ve recently added due to all the publicity – nice job Bob T and crew!). Apparently after a year of trying to get some assistance from United Airlines to address the situation, he took his angst to YouTube and created the above video. From there, one might say the phrase “viral video” really applied. Dave’s video was spread all over the world. And most recently, it made Wolf Blitzer want to talk about it over at CNN – yikes for United!! And while the video was being spread about, so was something else … United’s brand. And not in a nice way either. For some reason, I’m guessing United didn’t post this on their YouTube channel!!
Well, I guess, just like any good story, there’s a happy ending. See Dave’s statement video from just over the weekend below:
So a lesson learned about Brand Management. Maybe if United had been participating in our $49 per month Marketing Strength Training Program, they would have heard us cover “brand management”!! (Ok, that was a cheap plug – but something you still should check out!)
Here’s to brand management everyone – may your brand not be used in a parody song like this one!
- Donny
The CFO of a mid-sized company was being let go due to mismanagement of the company’s funds. In his final hours at the company, the CFO made a last-ditch effort to earn the goodwill of some of the company’s customers. He called the managers of each of their three largest customers, and announced that 20% of their account balances had been forgiven, and the late fees waived.
A week later, the President of the company was informed by his Digital Marketing Director that each of their three largest customers had submitted thank-yous on the customer forum on the company website, had posted rave reviews about the company on www.b2breviews.com, and had written glowing comments on the company’s LinkedIn and Facebook pages. Moments later, the Senior Sales Manager reported that all of these same customers had substantially expanded their accounts with the company. And the HR Director revealed that the former CFO now had stellar recommendations on his LinkedIn profile from the managers of the three customers.
“Shrewd fellow,” commented the President. “Too bad his performance while he was here was not so wise.”
Some of you may recognize this story as an adaptation of one told by Jesus in Luke 16. Why was this dishonest CFO commended in the end? Because his final actions earned him the loyalty of his employer’s customers – and likely helped his employer as well. The CFO made good use of the principle of Reciprocation, one of the six Weapons of Influence identified by researcher Robert Cialdini.
The principle of Reciprocation says that people tend to repay kindnesses that have been shown to them, whether in business or in personal life. Part of this may stem from our unwillingness to seem ungrateful, or indebted, or a freeloader. But also, we simply prefer to do business with people who exhibit good customer service.
When I taste samples at a grocery store, I feel obligated to spend money there. When a waitress does an exceptional job at keeping my water glass refilled, I want to tip her more generously. When I get my oil changed and the mechanic notices that my tires are a little low, and puts some air in them for free, I am happier to continue to patronize that service shop.
What can your organization do to initiate reciprocation from your audience? Offer free samples? Give small gifts from time to time? Send “Happy Birthday” postcards on customers’ birthdays? Randomly award free shipping? Or simply go above and beyond in customer service?
A word of caution: the principle of Reciprocation should not be used manipulatively. If it is, your customers will catch on – and leave. But cultivate within your organization a genuine attitude of giving and serving, and you will see good returns.
For more ideas and tested examples of the principle of Reciprocation, read Yes! 50 Scientifically Proven Ways to Be Persuasive by Goldstein, Martin, and Cialdini.
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Haley Dilling is a freelance web designer and marketing consultant currently residing in Abilene, Texas. For more information, please visit her site.
Scott Ginsberg, our favorite Nametag Guy, offers, “Why your competitors are attracting more attention than you.”
Aleshia Howe, writer for Fort Worth Business Press, suggests many practical ways those in the real estate industry can harness the power of online marketing tools (you know The Marketing Twins are big advocates of blogging; she also talks about YouTube, email marketing and even texting as necessary marketing tools!)
Speaking of Fort Worth, it’s never too soon to break out the Santa hat and get started early on Christmas shopping: Christmas in Cowtown is here, Oct 2-4!
And finally, I recently discovered Donor Power Blog, which could be a valuable read for those in nonprofit environments. Jeff links over to the Duct Tape Marketing blog that makes this challenge: make time for marketing!
Speaking of Duct Tape Marketing, here’s some articles showcasing the Ultimate Marketing System! In one article, John is asked about how small businesses can survive in uncertain economic times . . . his answer (in part below) might surprise you!
Buy more market share now but narrowing your focus. Get really good, right now, at serving the narrowest possible market like nobody ever dreamed of.
John says something similar in response to the headlines this week: Owners Of Smaller Businesses Face Tightening Credit
Do greater things!
- Randy, Fort Worth’s Only Authorized Duct Tape Marketing Coach!
