In this clip, the founder of the Customer Empathy Institute, Ross Shafer, will show you the huge difference between Customer Service and Customer Empathy. In tough times, ALWAYS Empathy wins that battle.
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Jeffrey Explains how to acheive and maintain a Positive Mental Attitude and the importance of doing it.
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Here’s the latest video of Tom expounding on The Little BIG Things before starting work on the book. All the seeds of the 163 Ways to Pursue Excellence are in this video series, though the text of the book is different from what you’ll find here, because Tom edited about 5 (or 10) times. In this video, Tom explains that taking control of your own career is not an option, but a must.
Get a PDF transcript of the video’s content: More on Brand You.
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A lot of companies tell you they will price match but when it comes down to the act of doing it, it is impossible to make it happen.
Today’s poor example – Target’s Price Match Policy - happened about 60 minutes ago.
I am currently shopping for a Flip Video Mino HD (2hrs, 8 GB…). So as I always do, I hit the web for some quick research. I found the camera at BrandsMart and Target.
My first stop BrandsMart (3305 Busbee Drive NW) because the Flip Video Mino HD is on sale ($30 off retail). This location was sold-out however; their Gwinnett store had several in stock. I had no intension of driving from Marietta to Gwinnett, the manager, Corey Davis, of the Busbee location immediately offered to have the Gwinnett store move the product to the Busbee location for pickup on Tuesday. Excellent!
I have to admit to you, that when I decided to purchase something I like instant gratification. I want to take it home immediately and start using it, whatever “it” is.
Before going any further, I forgot to mention that at BrandsMart gave me a pickup receipt for the item on Tuesday. The receipt details the item including the sales amount, taxes, and total.
As I drove down Barrett on my way home, I had a flash of brilliance. Target! I remembered that Target has a price matching policy. I love Target. I was about to pass the Barrett Pkwy location (740 Ernest W Barrett Pkwy NW) so, I took a shot at them having the Flip Video Mino HD and stopped. They had it! I was excited and ready to purchase it with my credit card in hand – until I asked about the price match.
Turns out to use Target’s price match policy you must have a print ad with a photo of the item. So, my receipt showing a description of the item including the final cost wasn’t good enough for them. I took the salesman’s canned speech and started to leave. One last attempt, I thought. Target won’t let me down. So as I passed the “customer service” counter and I asked to speak to the store manager. I was told he would speak to me however it turns out he was too busy and another representative (Justin) showed up who had to page the store manager, “I have a customer here with a receipt for an item we sell and is asking for a price match, can we use it?” The store manger gave the same canned speech I had heard in electronics. Target had done something I never thought possible – they let me down!
I know a little about sales and customer service because I have over 25 years of experience with both. I have been a National Trainer for both sales and customer service and work hard in my business to go above and beyond expectations of my clients.
I understand that businesses need policies in place but I also know that nothing is written in stone, and that exceptions happen everyday. Again, my receipt details the item including the sales amount, taxes, and total. It lacks a “photo” but really what would that tell you that the description doesn’t?
Needless to say, Target lost a $210 sell of a Flip Video and another $50 or so on miscellaneous items that I need for upcoming trip. (That’s what the Flip Video is for too.)
On Tuesday, I’ll pick up my new Flip Video Mino HD from BrandsMart and head over to Walmart for the other items I need.
I love Target but this was a kicker for me. It will be a long while before they regain my business. Walmart is closer and cheaper on the items I would purchase from Target anyway.
Price matching policies should be as easy to use as the Flip Video Mino HD – plug and play!
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Sasha Strauss, CEO of brand strategy consulting firm Innovation Partners, talks about how he used LinkedIn to hire everyone in his agency – through trusted referrals.
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Rod McNealy, Johnson & Johnson Marketing Executive, Wharton Lecturer, presenting case study on great Branding by Apple Computers.
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We’ve gone through a strange change, from people not realizing that they need to be their own brand, to people not realizing how being the brand impacts the way they do business. It’s interesting, really. Tom Peters was the first person I recall talking about it, back in the Alan Webber days of FastCompany (The Brand Called You). Back then, we were all cubicle farmers and beige employees of the cog-world (okay, not true, but that’s what it felt like). But now, we’re getting the opposite, where people have all the tools to make a brand and do so, but don’t really know how to leverage that brand into anything resembling a business. So, in some ways, there’s been a bit of a see-saw.
Read more at ChrisBrogan.com
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Wes Hazlitt was born and raised in the central plains of Canada. A born entertainer and public speaker. “The Internet is a great tool to share knowledge and give value to millions and since I love to teach it is a natural FIT for me.”
Check out Hazlitt’s YouTube channel titled, “Home and Small Business Advice”, by clicking here.
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Social media is no longer a casual social interaction. Businesses nationwide are
jumping into the arena, not merely to gain the ear and attention of their
constituents and clients, but more importantly, to create one-on-one
relationships with the public at large. Niche Focus Group is a communications
agency in Phoenix, Arizona that has extended its general advertising/public
relations to include social media services. Troy Bohlke, the owner and founder
of Niche Focus Group states, “Through all of my years of marketing I have never
seen the velocity in market speed of social media.”
More: Reuters >>>
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