Posts Tagged ‘Customer Communication’

Gaining a Better Understanding of Where Your Audience is Coming From

Thursday, March 2nd, 2017

What event or events would you say have had the greatest impact on the United States during YOUR lifetime? It’s a question put to 2,025 adult survey respondents in a mid-2016 Pew Research Center poll, the results of which were covered by Claudia Deane, Maeve Duggan and Rich Morin. Before looking at the article, try to answer the question yourself. What are the 10 historic events during your lifetime that have had the greatest impact on the country? (more…)

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Best “Hack” for Planning/Running Public Relations Campaigns

Tuesday, October 27th, 2015

The idea of hacking used to be associated almost exclusively with the computer industry. A hacker was someone who found clever or clandestine ways around computer safeguards. But more and more, hacking has acquired a broader application, associated with developing and exploiting unconventional means to accomplish a task in a variety of industries and settings. Public relations (PR) campaigns are no different. (more…)

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How to Get Customers to Spread the Good Word

Tuesday, June 30th, 2015

by Linda Pophal

 

wrote a post recently about the value of positive public relations compared to other ways of generating awareness and preference for organizations. I made the point that what others say about us (e.g. positive word-of-mouth) is always more impactful than what we say about ourselves. One reader followed up with a question: “So how do we get our satisfied customers/alumni to talk about us more?”

This was my response: (more…)

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How Will You Make Your Audience Want To?

Tuesday, January 13th, 2015

I’m a big fan of EContent, a media outlet that focuses on content related to digital publishing, media and marketing. They have a number of very influential contributors* who write about trending topics, and useful strategies and tactics to help readers succeed in the online world.

It’s one of the many media outlets that I try to read as often as I can. Recently, when browsing through the topics on their homepage, I came across a piece by Theresa Cramer, the editor of EContent: Lessons From Serial: The Myth of the Shrinking Attention Span. I found it to be a very thought-provoking piece, and I was especially struck by one particular line in the piece: (more…)

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How Will We Use Email in 2015

Wednesday, December 31st, 2014

 

As smartphones have become increasingly common and many—particularly the millennial generation—have turned to texting as their go-to method of communication, some have questioned the future of email as a means of communication in both personal and professional settings.

I was asked recently by a reporter what I felt the future of email is and, particularly, how we are likely to use email in 2015. Will email go away? Will it remain relevant? These are very much the same questions that have been asked of other forms of communication: Will email replace “snail mail”? Will online chat replace phone calls? “Yes” and “yes” in some cases.

Generally, though, rather than reflecting a potential replacement, these new methodologies create new options and opportunities. (more…)

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Connecting, Via Email, With Powerful People

Tuesday, September 9th, 2014

In a recent blog post by Peter Sims in the Harvard Business Review titled “Tips for Cold Emailing Intimidatingly Powerful People,” Sims discusses tips and strategies for “cold-emailing” the big shots and captains of industry we all want to know. When it comes to marketing efforts, defining a list of individuals you want to get your message to and shooting them a personal email is about as targeted as it gets, so knowing how to effectively reach out to leaders, influencers and big spenders in your industry is a great arrow to have in your quiver.  (more…)

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Do you think your customers just “don’t get it”?

Thursday, July 3rd, 2014

Every once in a while I hear someone make a comment about their customers like: “They just don’t get it.” Or, “what they don’t understand is…” The truth is, with any audience, when you hear yourself saying these words warning bells should start going off inside your head. Chances are, it’s not them, it’s you that doesn’t “get it.”

As I work with clients, or speak with prospective clients, it’s not uncommon for them to lament that their target audience just “doesn’t understand the value” of their products or services. That certainly can be a valid communication opportunity. But, in  my mind, the opportunity doesn’t lie in trying to come up with new and ever-more-creative ways to spin your messages to that audience. Instead, the real opportunity lies in  (more…)

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What You Need to Teach Your Employees About Customer Service

Tuesday, April 8th, 2014

The best product or service in the world won’t be well received by customers if it is delivered poorly. Businesses of any kind and any size — whether virtual or bricks and mortar — must deliver exceptional customer service to compete effectively in what has become an increasingly competitive business environment. With businesses able to sell their goods literally around the world, your field of competitors has increased exponentially.

That means that you need to ensure that your employees are prepared to

(more…)

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Why Communication Fails

Friday, May 4th, 2012

“They just don’t get it!”

“How many times have we told them this?”

“Why don’t they understand?”

These are common phrases in the world of business, whether applied to employee communication, marketing communication or customer communication. But there is something fundamentally wrong with each of these statements which contributes immensely to our failed communication efforts.

(more…)

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When Communicating With Customers Use Common Language!

Sunday, April 10th, 2011

Recently I’ve received a series of email notices from a cloud-based software provider that offers a service I use. (I’m not going to mention their name, because I don’t want to suddenly begin receiving even *more* difficult-to-interpret messages from them.) Suffice it to say they’re a good company, a big company and one that has become a leader in their area of service. (more…)

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