I think anyone who’s future depends upon the internet or some form of it must read Winning The Zero Moment of Truth (ZMOT). And it’s really easy to get your hands on because you can download it for free here:
First are the companies that make bad profits and are still in business in spite of themselves. They may have a monopoly, they may have an oligopoly, they may have been around for years, they may have a government mandate that keeps them in business. They force people to pay with long-term contracts, hidden fees and short-term incentives. They don’t care about your business, they care about the invoiced amount, the automatic withdrawal, the credit card swipe, that’s all. The goal is to make more by doing less.
The second are the companies who are trying to grow. Companies trying to grow can’t afford having people spreading bad word-of-mouth. These companies care about what every customer thinks of them and tries to continuously reinvent themselves to exceed customer expectations again and again. They want to know when they screw up, so they can fix it. Because how else will you grow?
If you know customers are unhappy after they’ve signed a contract or bought what you’re selling, do you think your company is setting itself up for long term growth?
Hint: Not all organization need to grow or have happy customers, that’s of course if external pressure doesn’t force the entire industries to change.
Many people throughout their life will make a rendition of the statement “I should have done that!” or “I should have invented that!” or “I should have went to that!”. Stop it. You didn’t, so don’t dwell on the past and what you didn’t do. It’s not very productive to analyze what you didn’t do and telling others that “you should have” makes people think you’re not very good at making decisions.
How does the saying go? Very few people on their death beds say they wish they didn’t do so much throughout their life. Inevitably when we’re old we will regret the things we didn’t do.
If you haven’t watched “Yes Man” yet, watch it, and seriously consider taking on a ‘Yes Man’ philosophy.
I met Dan Nichols when he was working at Squareflo a long time ago, we have a lot in common and think the same about a lot of things so we’ve been great friends ever since. Dan has since moved to the fine offices of Oh! Media (a division of Phoenix Group Advertising), a website design and development company in Regina, Saskatchewan. Continue reading »
The Ultimate Question is one of those books you want every manager, CEO, VP or anyone remotely interested in making their business better to read. It really will change the way you think about customer feedback and the absolute best way to measure how you’re doing, not financially but by what your customers think about you. For decades we’ve had financial instruments to measure how a company was doing financially but never a gage on what your customers actually thought of you. The Net Promoter Score (NPS) is a method of using quantitative measurements to understand what your customers think of you in comparison to past results and even other competitors in the market place. Continue reading »
I met Roger Currie on the set of Access Communications “Talk of The Town” program. Roger had talked to Jack Shaw (President of Crown Shred & Recycling) he just so happened to tell Roger about the new style of marketing Crown Shred has adopted by using Social Media (they were a client of mine last year). Roger then invited me to talk Social Media on his show and a beautiful friendship was born.
I had a lot of fun on the show so I begged them to have me on again. Since then I’ve done several more shows and even shot a pilot to a show I can’t tell you about. HA! Continue reading »