Punching Your Customer’s Loyalty Ticket


Jay Baer on his show Jay Today went on a rant last week about ads promoting social media accounts for no apparent reason. And now thanks to Jay, I’m seeing examples of this waste of advertising space everywhere I go. It’s haunting me. I saw three just today. Thanks a lot Jay.

The point Jay was making is that too often brands are just slapping their social media accounts on their ads without giving us any reason to connect with them there. Jay’s assertion is that the brand needs to tell us why? Why should I connect with you there? Spot on.

But it goes further than that. That “why” better be based on what you know about me. Not why you (the brand) think I ought to connect with you. Tell me why the connection will be valuable for me. Not what you want me to realize as value.

After all, isn’t that the difference between social marketing and old school in the first place?

Bonus Features

They are in large part responsible for the continued viability of physical entertainment products; CDs, blu-ray movies and the like. And I love it all. In fact, I often find I end up going back to the bonus features more often than the main content. We’ve seen several musical artists, directors and studios use these extra nuggets to drive cool innovation in the medium. Or, to reenergize fading careers and revitalize aging material.

And while innovation and something new is always great, a lot of these bonus features are just cleverly packaged and presented content that was going to go to waste in post production. How many times have you roared with laughter at deleted scenes or outtakes at the end of a film?

The point is that I bet you have stuff laying around your shop that could be packaged up and given to your customers as a nice little extra. Bonus features, whatever constitutes your main business, don’t have to cost more or require additional development. They’re likely already lying around waiting for garbage day. With a little thought and creativity, you’ve likely already got something really unique that will get your customers talking.

So before you ship your next whatever, look around and see what else you can include in the box. That just might be the thing that keeps your customer coming back.

Moving Pictures

Any Rush fans out there? Well, if you are, I’m sorry to disappoint. This post is not a transcript of Neil Peart’s YYZ drum part. What it is in fact is a cry for help.

Search “customer service is the new marketing” and Google will feed you back about a half a billion results. Its not a new topic. But I’ve always been more concerned with the subtext of the sentiment. It just screams of the inferiority complex many customer service organizations exhibit within their corporate ecosystem.

A cure for this sense of feeling like the corporate doormat is innovation. Customer service doesn’t usually outrank marketing on the innovation front. But there’s still hope. And the white night is video. In light of twitter’s release of Periscope this week, It seems like a great time to revisit this topic.

Video is driving greater transformation in the way brands engage with their customers. Its engaging, personal and social. And the landscape of tools available is expanding rapidly. So, why aren’t more customer service organizations leveraging it as part of their engagement strategy?

The Survival Guide to Customer Experience

I wanted to reach out and share a Project I was fortunate to be part of. It is a new eBook from Sprinklr called, “The Survival Guide to Customer Experience.”


I am joined by 19 other thought leaders including Jay Baer, Frank Eliason, Annette Franz, Stan Phelps, Richard Shapiro, John Goodman, Steve Curtin, Roy Atkinson and Jeanne Bliss.
Here’s a synopsis of the eBook:
It doesn’t matter what your ads say. In today’s world, the only thing that customers care about is the EXPERIENCE. Customers want a consistent brand experience each time they interact with your brand – and they want this across all channels. But how exactly do you pull this off? Through successful CXM (Customer Experience Management).What’s CXM? CXM is the process of providing unforgettable experiences to your customers at every touchpoint – online, on the phone, on social, and in person.The reasons to invest in CXM are clear:

  • Customers are twice as likely to share a negative experience with a business than a positive one.
  • 86% of customers will pay more for a better customer experience.

Interested in learning how to create a sustainable CXM initiative?

Download your complimentary copy of the ebook here.

quote-barry-daltonMy chapter in the eBook is called, “Bigger Isn’t Always Better in the Customer Business.” I hope you enjoy it.

Five Years Retrospective on Social Customer Care

Five years seems like a good milestone to reflect on the impact social media has had on how brands respond to and engage their customers to deliver customer care. Guy Stephens asked some of the leading thinkers on the topic to offer their perspective on what’s transpired and what frontiers are still to explore. Find the eBook here.

Share in the comments whether you think this group got it right

Define this. Customer Service is…

Definitions come and go. In this case, how companies define customer service is critical to how they position themselves in the customer ecosystem. How is customer service defined in your company?



Time Has Come for Real Integrated Customer Experience

When are we going to see true convergence of on line, digital customer experience with traditional brick and mortar in-store experience? This is such a big opportunity to create a unified, converged customer experience. Yet, it seems like digital assets are creating even more silo’d experiences for customers. Am I off base?


Video – The New Digital Thank You Note

For this post’s video, click on the link and check out this clever short form video engagement solution!


Betting On Social Business


1. 70% of U.S. workers report not being engaged at work

2. 89% of employers think their people leave for more money.  While 12% actually do leave for this reason primarily

3. 75% of people voluntarily leaving their jobs don’t quit their jobs, they quit their companies

4. 70% of Forbes Global 2000 companies will use gamification to boost engagement, retention and revenue

5. 90% of business leaders think an engagement strategy has an impact on business success.  Barely 25% have a strategy.

6. Only 40% of employees report knowing about their company’s goals and strategies

7. 43% of highly engaged employees receive feedback once a week compared to only 18% of employees with low engagement

8. Companies who’s employees report being highly engaged average 2x revenue growth of those with low engagement

9. 87% of of highly engaged employees report being less likely to leave their companies than unengaged counterparts

10. Businesses with highly engaged employees report twice the net income percentage of those with lagging engagement

(you can find the infographic and all references here)