Customer-First Conversations

An Effective Management Lesson: Give Away Your Power

[fa icon="calendar'] Tue, Mar 13, 2018 / by David Dallaire posted in Customer-first, Management, Marketing Strategy

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Now You Work for Everyone

Welcome to management! Yes, at some point in our careers many of us will be recognized for some combination of talent, hard work, achievements, saying the right thing (or the wrong thing at the right time), potential and luck (sorry, but luck is always a part of it too. You’re not that special). 

Colleagues you were working side-by-side with yesterday and other managers who you will not be seeing every morning at the managers meeting will both be expecting you to take charge and whip your team into the high-performing model of efficiency and effectiveness you were to get that promotion!

Right?

Well, it’s not really like that…

In reality, that team of 30 people you were part of that now reports to you? You are actually working for them now.

That’s right. YOU WORK FOR THEM.

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Color Psychology: The Emotional Effects of Colors

[fa icon="calendar'] Sat, Feb 17, 2018 / by Emi Noda posted in Communication Strategy, Analytics, Customer-first

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Do you have a favorite color? Do you feel more relaxed when you look at certain colors? Some people like to have plants in their houses because green makes them feel more comfortable. On the other hand, people like to wear a red t-shirt when they play sports because it makes them feel more energetic.

We are surrounded and affected by a rainbow of colors every day. Experienced marketers know how color effects people when they are making buying decisions.

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Fear-Free Claim Handling is a Customer-First Marketing Tactic

[fa icon="calendar'] Mon, Aug 05, 2013 / by David Dallaire posted in Leadership, Customer-first

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Never Fear a Complaint

One very practical technique a company can use to build a stronger customer culture is to start with your handling of complaints. In most businesses complaints are used in a negative manner. Someone must have made a mistake, someone needs to be accountable or blamed. Someone needs to apologize, etc. Not an uncommon approach to handling mistakes where fear is part of the management toolbox.

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Strategic Brand Development by Rethinking the Customer Experience

[fa icon="calendar'] Thu, Mar 14, 2013 / by David Dallaire posted in Brand, Customer-first, Branding Strategy

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Modern Challenges to Brand Development

Strategic Brand Development is driven in part by changing customer needs, emerging technologies and competition.  With both the fragmentation of communications channels and the ease of crossing borders and entering markets, it is more difficult than ever to create and maintain a brand that is meaningfully differentiated in the mind of the customer.

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How to Automate Customer Service

[fa icon="calendar'] Sun, Oct 21, 2012 / by Fennec Team posted in Customer Centric, Customer-first

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Replace people with technology.  Technology is more consistent, less expensive, requires no supervision never refuses an order.  There is the argument that an electronic device will give better customer service than a human.

 David Meerman Scott tests Anna from IKEA.  Anna is an automation.  Through a series of very simple questions, Anna from IKEA proved that she may be retarded and in the end answered only one question correctly.

Programming a digital human proved to be ineffective when helping David Meerman Scott's wife with a bed and mattress.

If you have the opportunity to hire a virtual assistant who is in reality nothing more than digital construct, how will your questions be answered vs. someone with training and experience?  They are certainly looking more lifelike.  Is this considered customer-first culture? 

The good news about the digital virtual assistants which automate customer service:

  • If you can invest in virtual speaking avatars, you are able to measure results.  Which pages convert, which do not?  The speaking avatars don't snitch staplers and never go for lunch.  They are not back late from breaks and won't sue the company when someone stupid slips up and sexually harasses them.
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The "Customer-Worst" Business - Why Pricing Software Is Not For You.

[fa icon="calendar'] Tue, Jul 03, 2012 / by David Dallaire posted in Customer Centric, Leadership, Customer-first, Marketing Strategy

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It's Not Easy Being Cool...

Anyone paying attention to the news this last week may have seen the blurb that some Orbitz users discovered that those among them who were Mac users were being charged higher prices than their PC-using brethren. In what can only be described as a shameless and cynical technique to exploit customers by making assumptions about their sensitivity to pricing, Orbitz has shown a special kind of disdain for its customers in an age where many of us still wrongly assume that the businesses we patronize are constantly looking for ways to keep our loyalty. Oops.

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15 Customer-First Habits for Everyone

[fa icon="calendar'] Thu, May 24, 2012 / by David Dallaire posted in Customer Centric, Customer-first, Fennec Consulting, Strategic Planning, David Dallaire, Seattle Consultant

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I had the good fortune this week to facilitate a Business Leader Roundtable at the offices of our own local Puget Sound Business Journal here in Seattle (event details here). This is one of my favorite ways to hear about the challenges that businesses have today. This one reinforced a lot of what we already knew about what it takes to be "Customer-First". There are a few "Universal Truths" about this topic that always come up in these discussions:

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Strategic Planning - The Orphan of Your Management Culture

[fa icon="calendar'] Wed, May 09, 2012 / by David Dallaire posted in Customer-first, Marketing Strategy, Strategic Planning, Planning, Execution

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"Looks like great experience, but can she execute?"

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