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Xtreme Marketing: August Workshop
August 12th, 2009 by Todd Schnick
25 Steps To Fortify Your Customer’s Brand Relationship With You…
August 11th, 2009 by Todd Schnick
He Said, She Said – Vol. 2 – The Entrepreneurial Challenge
August 7th, 2009 by Todd Schnick
Video is Power to your Marketing!
August 6th, 2009 by Todd Schnick
He Said, She Said – Volume 1
August 4th, 2009 by Todd Schnick

How Did You Make Your Customers Feel?

August 17th, 2009 by Todd Schnick

Cartoon by @gapingvoid

We had a way cool guest on the High Velocity Radio Show today by the name of David Eckoff. The focus of his message was on the customer experience, and what some companies are doing to make it a truly “WOW” experience. But tonight, I wanted to talk about a quote that David referenced on the show today. I have heard it before, but hadn’t thought about in a while. It goes something like this: People may forget you say, people may forget what you do, but they will never forget how you made them feel… The simple purpose of this post is to remind you of this profound statement. It was very important for me to hear it. I suspect it is important for YOU to hear it. Again. You know the feeling. You experience something so amazing, that you can’t help but tell someone about it. Pause for a second, and recall when you last felt that way about a customer experience you had… …ok, that’s the feeling you are trying to achieve for ALL of your customers. Every day. How? Every member of your organization MUST ask these questions each day:

What are you doing – with every decision and action – to make your customers have a wow experience?
What was it about their experience with you that was and is memorable? Do you know what you want to your customers to feel?
Will they tell people in their circle about you?
And if so, what will be the story they talk about?
Are your employees EMPOWERED to make the customer experience one to remember?

Challenge yourself and your organization with these five questions EVERY day. I promise that I will. We all need to do this, even the best of us. In fact, it’s the best of us that ARE asking those questions. And taking action on the brainstorms they generate from that discussion. What are some things you are doing to make your customers say “wow” – please share! Be Intrepid.

Filed under: Atlanta Marketing, Cobb County Georgia, Customer Experience, Customer Loyalty, Customer Service, David Eckoff, Differentiation, High Velocity Radio, Stone Payton | Comments Off

He Said, She Said – Vol. 3 – Blogging for Small Business

August 13th, 2009 by Todd Schnick

Hmmm, well this is the episode you have been waiting for. A little entertainment, theater, some drama, and a hearty discussion of an important issue – blogging for small business. Tonight’s question: what is the single most important thing a small business should do with it’s blog to benefit it’s business. Naturally, I think my answer is better than Stephanie A. Lloyd’s, but we’ll let you decide for yourselves!

In fact, we strongly encourage you to vote for the better answer. Please comment on my blog below or on Stephanie’s. You can also tweet your vote on Twitter using the #HSSS hashtag.

More importantly, if you have a better idea, please suggest it here. The two of us will be glad to engage in a discussion!