Specializing in bringing together all components necessary for long term business growth,
profitability and success; and ensuring
that they are working in harmony.

Posts Tagged ‘customer retention’

WHERE’S THE REST?

Monday, September 8th, 2014

It is no wonder that McDonald’s and the like continue to lose market share. Several days ago I thought I would grab a quick bite to hold me over until dinner. Typical of previous experiences, I was greeted by a barrage of irritating beepers and buzzers reminding the employees of various tasked that needed to be tended to. “Why don’t they use chimes or even more pleasant sounding bells I asked?”   “They want it to gnaw on our nerves the counter person replied as he shrugged his shoulders.”

I went ahead and ordered a chicken sandwich. When I sat down to bite into it, I discovered that there was not much there – just two buns, a slab of deep fried chicken breast and a pickle. When I brought it back to the counter and requested that they please add tomato and lettuce, and “hey, how ‘bout some mayonnaise? “He returned with it (now dressed as I had originally anticipated and then said “.30 cents please?”

Years ago the famous add for a competing chain had the little old lady asking “where’s the beef!?” Today, we are asking, “where’s the rest?!”

Between beepers, buzzers and substance-less sandwiches, I’m not planning to return anytime soon.

John Russell, the Principal of the Russell Consulting Group  seeks solutions for companies interested in retaining or growing market share with a combination of common sense corporate and management decisions intended to improving brand awareness.

Unintended advertising can occur with an act of goodwill

Wednesday, November 13th, 2013

Sweet Love 1

Every year businesses spend a significant amount of capital on advertising. This is generally a necessity if the business is going to grow and flourish. But how much of this investment could be saved by deeds of good will?

Recently I was lost trying to find a location which was not there. What started as a simple fifteen minute errand soon began devouring my days schedule like a wild pig.

Finally in desperation, I walked into Sweet Love and Sugar Britches, a cute store with lots of cool stuff. Walking through the door I noticed the great smell. Behind the counter, stood a pretty woman with a warm smile. “How may I help you she asked?” I explained my situation and with absolute perseverance she bravely launched into over thirty minutes of trouble shooting until she resolved my problem. “Ok, she said, holding up the map she had drawn, began to explain until I understood how to get there. Better yet, she had also ensured that when I arrived, a real person would be waiting to greet me!

She spent real time going on a mission to help me find my missing location. While she did, I was able to walk around her beautiful store and pick out Christmas presents for family members. I can honestly say that I will be back! In addition, I am excited about sharing my experience about finding a great place to purchase cool things with my friends and neighbors.

Next time you are in Round Rock Texas, go a block south east on Mays Street, just past Round Rock Avenue and check out Sweet Love and Sugar Britches. Inside you will meet a wonderful person who is the store’s owner. Bring your wallet because you will definitely end up purchasing something. Thirty minute of her pleasant time and assistance and look: “I am happy to share my story. How’s that for unintended advertising?”

Swweee1

106 SOUTH MAYS ST., ROUND ROCK, TX 78664


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However, “we have streamline seats!”

Monday, June 3rd, 2013

Recently I spoke to a friend who works with United Airlines about his employer being at the bottom of the list with recent customer satisfaction surveys. “How is it that you guys have the uncanny ability to find yourself at the bottom I asked?”

He began explaining that the merger between United and Continental has been less then harmonious. “They have wiped out large swaths of the United flight crews he began. So most of our team has been on extended furloughs. When we do work, it is fewer hours then before the merger. Our old United hub, which use to service all of the flights to Hawaii have now been cut to one. Flight crews from Continental are carrying out the other flights. So perhaps one of the reasons why they are at the bottom of the list he continued, has more to do with how they treat us. We get a call that we are to be up by 5:00 am so that we can take off for a 7 o’clock round-trip which takes eleven to twelve hours and then by the time we get back are told that we need to plan on getting up again (same time) for a long international flight. So here we are, trying to keep passengers happy while we are IV-ing on coffee to ensure that we don’t end up sleep walking through the trip.”

So much for the happy merger.

“Oh, and it gets worse, he continued, here is a customer service doosie for you, we have been given strict orders from corporate not to let passengers know that if their 4.99 Wi-Fi fails, then they can get a refund. They need to go to the United website to find out about this!”
After listening to him, I then brought up the other news about how the airlines are still squeezing even more seats into coach. In addition, making the toilets smaller.

“Oh, yea, he agreed. But you see, it is all about how it is presented. We call them Streamline Seats!” Sounds sort of nice don’t you think? He asked sarcastically. Of course, there is the standard corporate propaganda that we hear so much of these days about how it is all in the name of saving the earth – you know green? – smaller seats are good because they have less weight and in turn require less fuel.”

He rambled on, sharing his more frustrations where it was easy to conclude that perhaps one of the reasons that they are at the bottom of the heap is a reflection of how they are also treating their staff. This conclusion is an easy to make, and we see it every day where companies that become too big to balance their budgets with the needs of their customers and employees have an uncanny way of hurting their long-term performance.

And regarding the rationale for why seats are smaller, as with other businesses making boxes smaller, or suggesting that your towels at the hotel you are staying at needn’t be refreshed daily – really has less to do with going green (saving the environment) but saving green (money to their bottom line)

What is it I do? And, what is it I want to do?

Monday, April 8th, 2013

Recently I conferred with a friend where I suggested areas in her business strategy that I felt I could further advise her.
From issues in business culture to resolving expansion challenges, I shared stories of previous engagements. I then turned our conversation to a business model I had been developing with previous business partners (a model in her sector) that I had always believed that had we continued – would have been immensely successful.

In earlier discussions, we also entertained the idea of utilizing my firm’s services to the benefit of her marketing and funding strategies. Therefore, I confidently assumed that she was already aware of “what I do.” However, as we broadened our discussion to other possible areas of strengths I could offer her she looked at me and simply asked, “What is it you want to do?” “I mean”, she continued, “you have shared stories about what you have done, but you have never told me what you really want to do?”

For a few minutes, I was dumb founded by the question. “Why doesn’t she understand what I do I asked myself?” Who else is there that still doesn’t get it? “Or is the question specific to “what is it I want to do” in the immediate case of the conversation?”

Ironically, later that afternoon I received a call from a respected business colleague who conveyed his own frustration with the same dilemma. “I am good at technology, analytics, problem solving and have a large roller-dx of investors.” But it seems like everybody just wants to put me in a box” he exclaimed.”
To his point, I suggested that he clarify his list of deliverables which are tied in with his love for what he does.

So here is what I want to do:
Bring my specific skills and talents to the benefit of engagements, which allows me to enjoy and profit from using them. Once again, my skills and talents include long and short-term business strategies, which are complemented through marketing and creative advertising.
Building on these attributes include, the capacity to assess employee morale/performance as well as increasing customer retention. (Remember, no advertising or growth strategies are meaningful unless both employees and customers are happy.) Finally, a qualified list of contacts and resources are also available/when required –as part of services provided.

Engagement requirements are not just the amount the financial reward, but that I stand to truly benefit clients objectives from the use of my skills and talents. If not, then I am not interested.
Having multiple business skills does not make me a Jack-Of-All-Trades. I am not. I am not claiming to be a plumber also or software designer too. Nor do I repair cars or build electrical grids. I am however, an expert at taking a full and complete look at a business so that one piece of the flywheel supports the other.

Marketing needs to bring market share. However, when the market share is realized then the company must be ready for the growth that follows – and this is the philosophy I have built my practice on.

As indicated on our website, the mission is:
“Specializing in bringing together all components necessary for long-term business growth, profitability and success; and ensuring that they are working in harmony”.
What part of that do I love? All of it! Because it is all-inclusive for a company’s success!

So what about you? What are the things you are good at? Are their additional services your business can offer which are truly co-complementary? Are you really good at it, or do you need to take some time to further develop it? Whatever you chose to offer, be sure that it diversifies your services in a positive way, which is consistent to providing the best resources available.

Getting all of the ingredients for an effective ad campaign

Friday, March 1st, 2013

How many of us have visited a great restaurant and enjoyed a delicious meal that tasted just perfect? Contrary to this experience, how many times have you been disappointed with an order that “you know,” just did not taste right? Perhaps because, it seemed “that something was missing?”

There are many similarities between creating a great dish of food and a developing an effective ad campaign.
Yesterday’s advertising tended to emphasize the use of TV, radio, print or outdoor media.
A careful review of the intended demographics being considered needed to be conducted prior to implementing a marketing strategy. Focus groups were also a part of this research. The result would see to it that a strategy would take into consideration the habits, preferences, and true needs of the intended buyer (the consumer)

For some companies, a specific media was preferable, however, most successful campaigns called for a careful blend of mediums.

Today’s interactive technology offers new and exciting vehicles for reaching the intended audiences. The digital age has ushered in exciting ways to do this. Websites, you tube, social media and phone apps are part of the ever-evolving new normal of advertising. Businesses and prospective customers alike are rewarded with the instant gratification, which comes with digital media.

However, under the veneer of the new normal lies a potential problem. The assumption, particularly amongst smaller companies, is that a website or social media campaign is all that is required to bring in the intended customers. True, there is merit to part of this; however, one size still does not fit all. In the old days of advertising, TV ads were not necessarily the only or best way to reach an intended audience. Nor were print ads, radio or billboards. It all came down to who the campaign was intended to reach. However now this equation includes other forms of interaction technology. When, where and how to use, include or incorporate into the mix?

Just as incorporating a great mix of ingredients to make for a scrumptious dish of food, the same holds true for advertising.

Want better results? Next time, don’t always assume that you are supposed to do what everyone else is doing.

Want to really be successful, and get your name and brand out? Then as they say, think outside the box – and in some cases incorporate some of the old approaches with the new. Remember, it is all about whom you are trying to reach and delivering a way to demonstrate that you are truly unique.