Adding value to gathering feedback

Being obsessive about the customer-facing activity of your business requires some discussion about the company’s process for gathering feedback. Ironically, these systems and processes for gathering feedback tend to be at their worst when the customer would benefit most from being heard. It isn’t much of a stretch to imagine that the process for responding […]

Are you communicating company goals?

The natural thought process for small business owners at this time of year is often about goals, i.e.: “How can we do better next year?” Before you can answer that, you need to decide what “do better” means. What’s your process for thinking that through? If you decide it’s about increasing a high level focus […]

Communicate when nature threatens

Last week I said “Allowing perceptions to percolate in our guests’ minds without updates is dangerous not only for this year’s success, but for future years as well.” Part of your job is to set guests’ minds at ease by giving them the advice they need to make considered decisions during situations they’re unaccustomed to. […]

Forest fire communication can burn you

Now that the Reynolds Creek fire is 65% contained, there are two myths to squash: “The fire is almost out.” Not true. Ask anyone close to the fire teams and they’ll likely tell you that only a season-ending snow will likely knock it out completely. Even so, if you let this cancel your 2015 Glacier National […]

Working the stage

People at Red, Canon and Nikon are fanatical about the photography and video equipment they build. People at Adobe and Apple are fanatical about the video software they build. This amazing video is an example of their “why”. Imagine the feeling this emotional piece would give you if it was made with your tools. Would you take Denali home? […]

Prevent lost customers with these five words

Small businesses are always interested in getting more new customers, but sometimes forget that keeping existing customers is less expensive than the cost of replacing them. While products, services and customer support are critical to the health of your business, it’s critical to maintain a strong connection with your customers through properly timed communications. Tending […]

You will not receive a reply.

What message do you send to customers when you tell them up front that their feedback will not get a response? How many businesses have you stopped communicating with because they don’t listen and reply? Does anyone feel that way about your business? About you? If you have to do less communicating in order to […]

25 (or 6) to 54: Is that demographic important to you?

25 (or 6) to 54 is not a song from Chicago (that’s 25 or 6 to 4, video above). It’s people. People aged 25 (or 26) to 54 make up… SIXTY-TWO percent of all social media use. FIFTY THREE percent of Facebook users (687 million as of June 2011) SEVENTY-FOUR percent of Twitter users. We’re […]

Notify, notify, notify

photo credit: jesse.millan One of the reasons that smart phones are so popular is that they provide a much better means of getting notified about any number of events, appointments and so on. Your customers’ desire – if not need – to be notified is a critical aspect of your customer service planning. In fact, […]

Where they are is more important than where you are

photo credit: Angel T. Coincidentally, that was the premise of one of those annoyingly “innocent” questions I like to ask. The question on Twitter? “Does your church podcast their sermon recordings?” Note the assumption – that your church already records them. I asked that way intentionally so that anyone who doesn’t know would think to […]