Marketing

Revisiting the Old “New Different” for Marketers

It’s been nearly seven years since I featured excerpts from Chris Bonney‘s white paper, The View from the Front, about adapting to the recession in my post, Help For Marketers Dealing with the “New Different.” Back then … What’s amazing to me is how little conditions have actually changed since Chris described them in 2009: “Consumers have 

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Today’s Marketing: Less IS More

Signs of intelligent marketing at last! Lately I’ve seen more marketers respond to consumer sensitivity and backlash to promotional and informational overload – a major contributor to attention and intention deficit. Here are two examples. The first is an excerpt from Penny Sansevieri’s Book Marketing Alert newsletter*: I don’t know about you but I’m overwhelmed almost 

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Employees: Much More than Human Resources

As the face of your brand, employees are your organization’s key contributor to sustainable, competitive differentiation. Think of it this way: product and service innovation can be short-lived in a crowded and commoditized market, but the one thing technology cannot replace and competitors cannot copy is your employees’ relationship with customers. Here are several great quotes 

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My Top 7 Blog Posts

Reviewing my blog’s top posts over the past few years, I was surprised with the popularity of my “favorite employee engagement quotes” posts. So I’ll continue to share the best quotes on workplace engagement compiled from both current and classic articles on the subject. Here are Quality Service Marketing’s top seven blog posts: Is Your 

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The Three Most Important Questions You Need to Ask in Marketing

A brilliant marketing colleague of mine taught me the three most important questions that need to be considered based on the customer’s perspective. These apply to both product and service providers in B2B (business-to-business) and B2C (business-to-consumer) organizations. Who cares? To better understand who needs the company’s products/services, and how it matters to them. What 

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Best Quotes on Customers

Customers – love ’em or sometimes hate ’em – if you’re in business, you can’t live without them. True customer-focus means understanding, respecting, and serving customers as the basis of your business rather than considering them a necessary evil. Following are several of my favorite quotes about customers and their importance. Think of them as 

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A Review of Sprinkles – How Little Things Inspire Exceptional Customer Service

Who doesn’t like sprinkles to enhance cookies or cake or ice-cream? It’s the little extras that make a difference in special treats … and brands. That’s the essence of best-selling author Chip Bell‘s newest book, Sprinkles: Creating Awesome Experiences Through Innovative Service. Chip advocates “value-unique” rather than “value-added” service, explaining: “We all have unlimited ways to serve uniquely, but 

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