Did you know that public speaking is a bigger source of fear for most people than the idea of dying? Fortunately, most people die only once, but you may face multiple occasions in your career or civic life in which you’re forced to share important information in front of a crowd. There’s a lot of […]
Want to know how effective your copy is likely to be? To find out, highlight it in two different colors. Whether you’re developing a blog post, a brochure, a web page, or any other channel, take a few moments to highlight all of the sentences that are really about your customer and his or her […]
Business owners and managers who find themselves in the media spotlight often complain they’re being harassed, persecuted, or treated unfairly. However, many of them suffer that treatment because of their own actions in dealing with reporters and editors. To keep from becoming your own worst enemy, follow a few common-sense strategies. Take control. Reporting the […]
When you want to promote your expertise to customers and prospects, blogging and regular publications such as email newsletters can be powerful tools. (Print newsletters can still be a wise choice in certain situations.) I’ve worked on hundreds of blogs, newsletters, and other publications over the years, and watched other organizations grapple with them. I’ve […]
You think your new ad (or email, or mailing, or commercial) is a good one, and based on the early response, your target audience appears to agree. Then the phone rings or an email shows up in your inbox. Someone is clearly upset with you. They don’t understand why you ran such an offensive message. […]
While trying to solve a recent problem with a retailer, I remembered that phone call from my father’s cardiologist. The aggrieved voice on the phone scolded me because Dad had missed that day’s appointment. Once she paused, I took a deep breath and gently explained that he failed to show up for the appointment because […]
Many companies and organizations seem to have a paranoia about repetition. Once they mention something in an email newsletter, a blog, or on a website, they don’t think they should mention it again. If someone suggests a repeat discussion of that topic, they’ll reject it outright, adding “we promoted that already” or “we already told […]
Customers stop doing business with you for any number of reasons. Those who were dissatisfied or angry probably won’t come back. But those who simply may have been tempted to do business with a competitor — or those you didn’t work hard enough to keep — may be willing to return and do business with […]
A recent visit to one of my healthcare providers gave me an excellent example of how bad customer service — even what happens before an employee opens their mouth — can undo the most carefully crafted business image. Take a look at the photo and see if you can spot what I like to call […]
No matter how hard a company tries to create and promote a compelling brand, and no matter what they do to get your business, they often lose sight of the fact that their reputation hinges on every employee or representative who has contact with customers and prospects. So why is it that so many companies […]
