Why Customers Are Generalizing Your Business
It’s not a good idea to search for a doctor online.
I told my mother that when she asked me to. She agreed. And I began my search.
After three days, I handed over a grand total of two name-and-number pairs. “They had good ratings,” I said, somewhat helplessly. My mother nodded at the strange syllables and locations.
And she still hasn’t called them.
This is what is happening to most of your visitors, buth online and offline.
They discover your name, your shop, or your number somehow. They note your information. And they leave, never to return. Yes, even if you have “good ratings.”
You see, you have this vague idea that you want to be known as “fast,” “smart,” “caring,” or “cutting-edge.” I know because you put it on your business card. Plenty of your customers say you are, too.
Filed under Business, Guest Posts, Marketing, Shakirah Dawud | Tags: brand perception, customer preconceptions, customer service | Comments (38)Boners BBQ: A Study In How To Hate Your Customer
This isn’t going to be another deconstruction of the awful PR and social media job done by Boners BBQ in Atlanta recently. There are hundreds of those out there (though Unmarketing’s take is among the best).
This is going to be a “How to ensure your business never gets off the ground” kind of post.
The first step? Have a terrible looking website that advertises a secondary slogan so juvenile and childish that it is difficult to find it offensive.
There are plenty of examples of entities with edgier themes out there. Hooters, every single professional sports team that employees cheerleaders, you name it. Sex sells in our culture.
Filed under Communication, Guest Posts, Matt LaCasse, Public Relations, Social Media | Tags: Boners BBQ, customer service, Yelp! | Comments (20)The Magic That is Apple
I was all tapped out yesterday.
Monday was a hectic day, yesterday we had a really energetic #measurePR Twitter chat with Megan Berry of Klout (can’t wait for that recap, can you?), I had 16 papers to grade, my husband’s birthday is coming up, followed a week later by our wedding anniversary… so much going on, to do/plan/prepare for… aargh!
And then it happened. My iPad – which I ordered a couple of weeks ago – arrived.
When I started writing this post, I hadn’t even opened it (ok, I took off the wrapping, but the iPad was still in pristine condition in its box) … because I knew that if I did, I’d start playing with it immediately, and I could effectively wave “goodbye” to the rest of my day.
I did, however, take a photo of it – still in the box – with my iPhone, and post it to my Facebook Page. Within minutes, it started generating discussion as you can see from this screengrab (I’ve blurred out the names for privacy reasons):
Filed under Business, Shonali Burke, Social Media | Tags: #machead, apple, customer service, ipad, sam title | Comments (58)
