I’m obsessed with customer service. Have been for some time. Retail brands can be wiped from my consumer consumption in a swipe if things go sideways.True for you too, right? If you don’t feel valued or respected, why should you spend your money there?!?

Customer service has never been easier or harder. Gone are the days:

• Where the employee servicing the customer are the only touch point.
• As an owner, major stakeholder, CEO you never hear about bad experiences.
• 9-5 customer service. A social world means 24-7 visibility. Customers want quick resolution at anytime of the day.

One negative experience can end the relationship.
I had a favorite clothing store, a national brand and I loved them. They were the best. They kept a book on me. I could call ahead. They would have a room waiting with items in my size and preferences.

Until one day … the manager texted me that my loyalty reward was going to expire on Monday. I went to redeem and OOPS it expired on Sunday. The manager wasn’t there, the employees could do nothing for me (even though I shared the text). I decided I would return when someone followed up. It has been 14 months.

Excellent service creates loyalty.
This year, I ordered my Christmas cards. I waited patiently, for them to arrive but after an appropriate length of time and still no cards I called to inquire. They shipped to a previous property and had been delivered and signed for. I FORGOT to change the shipping address in my profile. How did they respond? “We will express print and ship tomorrow overnight.” I asked how much this wonderful solution would be?? It was FREE because they appreciated my business. Just. Wow.

Three benefits of having a customer service strategy. Customer service:

• Differentiates. Blue Ocean Strategy by Chan Kim & Renee Maubogne tells us we need to differentiate to set us apart from a sea of sameness. Recommended read!
• Creates loyal customers.
• Creates happy employees.

Can you service your way to sales? Absolutely.

Can you service your way out of sales? Absolutely.

Do you have a customer service strategy? If not get on it. Your team, customers and P&L will thank you.

First of all, if you don’t know what a typewriter is, this blog probably isn’t for you. 

It’s for us old geezers who distinctly remember the clickety-click of “secretaries” creating paper office correspondence.

In fact, typewriters were once indispensable tools for practically all businesses.

So what happened? Why aren’t they around anymore? The answer is easy, right?

Technology. We’ve now entered the digital world. Fast forward to laptops, tablets and smart phones that empower paperless communications anytime from virtually anywhere. Duh, you say. What does that have to do with me?

Let’s take a lesson from our typewriting past, and apply it to our future. What seems absolutely critical in today’s business environment that’s going to be obsolete tomorrow? You know the answer – you just don’t want to say it out loud:

Paper.

It’s happening, friends, more quickly than you might imagine. Offices across all industries are conducting more business and storing more documents online.

Real life example: I had a root canal (joy) done more than a year ago. The endodontist’s office was digital – I sat in the waiting room at a laptop station for new patients and “filled out my paperwork” digitally. Crazy, huh? Well, not really.

Back to my point.

Where are you in your paperless journey? Is it even on your radar? Are you ahead of the game, or will you be pulling up the rear, kicking and screaming? If you’re not convinced you need to take action now, then let me hit you with a few impressive facts:

Environmental Impact

• According to reduce.org, the average office worker uses 10,000 sheets of paper a year.
• Conservatree.com has calculated it takes one tree to create 8,333.3 pages of paper.
• Thus, even a small office of 10 people would cost the environment about 12 trees per year.

Now let’s multiply that by the millions of workers in the U.S. I think a whole forest just disappeared. And that doesn’t even account for the negative impact of energy and greenhouse gasses used in paper production or its transportation to retailers and businesses.

Office Efficiency

Well-filed digital documents are easier to find than paper documents, thus saving time, reducing frustration and improving productivity. According to papersave.com:

• The average document is copied 19 times in its life.
• The average time it takes to fax a document is eight minutes.
• Professionals spend 20-30% of their day filing, searching and retrieving information but only 5-15% of their time reading the document.
• It costs companies $20 in labor to file a document, $120 to find a misfiled document and $220 to reproduce a lost document.

Greater efficiency equates to a more streamlined business, which not only enhances profitability, but makes it easier to better satisfy customers.

Economics

• The costs of using paper in the office can run 13 to 31 times the cost of purchasing the paper, per reduce.org. That’s because for each sheet of paper used, a company also incurs costs for storage, copying, printing, distribution, postage, disposal and recycling.
• A survey reported by dentalproductsreport.com indicated that a fully digital dental office saves nearly $9,000 per year.
• On a bigger scale, Citigroup, determined that if each employee used double-sided copying to conserve just one sheet of paper each week, the firm would save $700,000 each year. KA-CHING!

Don’t let mounds of paperwork today get in the way of going paperless tomorrow. It can seem like a daunting task, but to move forward, to be competitive, to be a leader, you have to bite the bullet. It’s good for business, and it’s good for the environment. Just remember the ol’ Underwood typewriter, boxed up in the attic gathering dust …

Enough of my soapbox! Let’s talk about HOW you’re making the transition. Hit me up with your best ideas and let’s make this happen!

Everyone recognizes the importance of social media marketing in this day and age. There are obvious benefits of using social media – it’s low cost high return, it’s easy to use and every consumer is active on one or more social media networks.

But as important as it is to have a social media presence, the biggest part of effectively using social media is having a strong social following that will help you build your brand and your social network week after week.

Here are some suggestions for building your social following:

1. Share frequently and be consistent. Let your followers hear your voice. The worst thing you can do is let too much time pass between shares.
2. Provide content that is informative, engaging and valuable. People want to feel like it’s worth their while to follow you. If you provide information that is useful rather than product-focused, you are more likely to attract more followers. You will also become recognized as an authority or expert and that’s a great way to increase your shares. The goal should be quality over quantity.
3. Make sure it’s not only all about business. Sharing inspirational quotes or photos or even throwing in a little humor will make your shares feel less commercial and add personality to your brand. It will also most likely get you more shares, RTs, etc.
4. Be responsive and interact with fans and followers. Monitor your accounts and respond to questions or complaints immediately. You should also engage your fans and followers by asking questions or participating in discussions. Polls are another way to get followers to interact.
5. Don’t spread yourself thin on too many social media sites. There are many social media outlets, but it’s crucial to focus on the sites that work best for your business. Not every business needs to be active on every social platform. If you are in more of a visual industry, an image-based site like Instagram or Pinterest may be the best fit. A business-to-business situation requires a presence on LinkedIn.
6. Talk about your social media presence everywhere. Include your presence on your website, your email signature, on your blog, on your business cards and other collateral materials, print advertising, signage, etc. Everywhere you talk about your business you should talk about your social media! You should also add share buttons to as much of your content as possible.
7. Offer incentives to new fans and followers. Whether it’s a giveaway or the first look at something, people love to feel like an “insider” and love to get a deal of some sort. Consider offering exclusive promotions and offers available only to your social media followers.
8. Connect with people in your industry. Those people will value your brand. Follow them and engage in conversations. Retweet their content. Follow back anyone who follows you. Look to see who your followers are following and follow some of them.
9. Make sure your profiles are complete with a clear description of your business and a link to your website. Make it easy for your current and prospective audience to find you.

Building your social media following will take time, but if you stay committed, consistent and make an effort to optimize your social media presence you will see the results!

While the Super Bowl game is fun to watch for many reasons – the match-up between two great teams, the excited fans, the half-time entertainment – we all know that what everybody really wants to see are the Super Bowl commercials.

Every day this week my morning news show has unveiled a different commercial and I have yet to be disappointed. I can’t wait to watch the game and see them all run live. I also love the after-the-game-successful-commercial debate.

Since airing a 30-second Super Bowl spot reportedly costs a staggering $4.5 million, to many, Super Bowl commercials seem frivolous. But as we all know, brands who get their Super Bowl ad campaign right are big marketing winners.  If there were not a reward, leading brands wouldn’t spend the dollars year after year on Super Bowl ads.  It is interesting to watch these same brands make the most of their spots by pairing them with digital and social campaigns.

In the end, not only is there a winning football team, there is a winning advertising campaign.  What it takes to win a Super Bowl campaign is the same as it is for any really good marketing plan:

1. Have a strategy.
2. Be relevant.
3. Provide meaningful content.
4. Strike an emotional chord and deliver a compelling message that will have people talking for days.

I definitely have my favorite spots already, but I will wait to choose a winner until I see all the ads in all their glory on Sunday evening!  Happy watching!

Donny Osmond and Sara Karens

A sweet perk of this job is the opportunity to witness first hand marketing and branding strategies executed across different business and distribution channels as well as networking and learning from other folks on what has or has not worked.

As no man is an island, these conversations are incredibly useful.

Enter Dallas Market Center’s Sneak Peek. The day was an exclusive behind-the-scenes look at home and gift products and trends while networking with fellow bloggers during January Market.

It was a full day of trend discussion and design direction, beginning with breakfast with Donny Osmond. He and his wife, Debbie, are a perfect example of synergy across a brand. The tagline for his new line of home products, Donny Osmond Home, is “Making Home and Family Number One.” It’s hard to imagine a better brand ambassador for home and family. As personable as he is in the media, he is equally humble and engaging live. He and Debbie spent the better part of an hour joking around and telling stories to our little band of insiders.

Jeff Lewis of Bravo’s Flipping Out was the second keynote presentation for the day. His was followed with a Q & A session moderated by Shay Geyer of IBB. He is another terrific example of an authentic brand voice. His design philosophy is to find the true integrity of the house during renovation and breathe life back into the space in a way that will appeal to buyers.

It was a full day of touring showrooms, lunching with Dwell with Dignity and organic juices from The GEM (compliments of Peacock Alley). At the end of the day, we all went away understanding that authentic style is always in style, modern, clean lines will never be out of style and Pantone’s color of the year, Marsala, was really nobody’s favorite. 

Debbie and Donny Osmond and the bloggers of Sneak Peek

My 13-year-old daughter is my hero.

At a time in her life when conformance equals survival and fitting in is everything (yes, we are talking about the angst of middle school), she has steadfastly, unapologetically and intentionally made choices that are true to her character, her spirit and her style.

In a sea full of long-haired girls, she chopped hers off and donated it to Locks of Love. When the group texts become more mean-spirited than meaningful, she turns her phone off and sits at the piano to play and sing. And although “being cool” is the going currency, she hangs onto her goofy, silly side. She tells me all the time, “I’m just doing me, Mom.”

She is her authentic self.

I admire this about her tremendously, and the truth is that it has inspired me to be more authentic myself. To:

• Make choices that make sense for me and my family.
• Spend my time doing what I want and not what I “should.”
• Care less what others’ perceptions are.
• Say no.
• Remember myself in the equation.

It’s freeing. I highly recommend it.

This way of being also translates to the business world, which has been a resounding theme in my short time working with the goddesses at Front Porch Marketing. I have realized just how important authenticity is for your business, particularly a small business. Can you answer the following:

1. Who are you?
2. What are you doing that makes you unique?
3. What is your brand?
4. How are you representing yourself?
5. Are you engaging in authentic online engagement?

It is imperative that you can answer these questions with clarity and that your brand is clear in everything you say and do. We on the Porch are passionate about helping you express your authentic self. It’s our mission!

Indeed, we want you to “just do you.”

Chances are your business is using content marketing as part of your overall marketing plan. The objective of content marketing is to deliver valuable information that will engage your audience. Consumers are tuning out the more intrusive marketing tactics. What they really want is great, customer-focused information that helps them make a decision or solve a problem. That’s what content marketing delivers.

I actually like The Content Marketing Institute’s definition of content marketing the best: “Content marketing is a marketing technique of creating and distributing valuable, relevant and consistent content to attract and acquire a clearly defined audience – with the objective of driving profitable customer action.”

So when it comes to content marketing, as a marketing professional, your job is to create and share valuable, free content to attract and convert prospective buyers into customers and engage existing customers so they are repeat buyers. The content you create and share should be closely related to what you sell without selling.

The purpose is to build relationships, awareness, branding and overall establish your company as an expert in your industry. You want to educate people and gain their trust so they do business with you.

There are many types of content that form a content marketing strategy including:

• Blogging
• Guest blog posts
• Social media posts and sharing
• Email marketing
• Infographics
• PowerPoint presentations
• Podcasts
• Standard videos
• Micro-videos (i.e. Vine)
• Public Speaking
• Webinars
• Articles

It’s up to you to know what is the best way for your brand to reach those potential and current customers. Just remember the power of great content marketing can make a person stop, read, think and behave differently. The return on investment for content marketing can be huge if executed correctly. And, it really doesn’t take a significant investment!

On September 20, little did I know I would have a lesson on my latest opportunity to adapt to a new obstacle. I attended Camp Gladiator’s annual CG games, a fitness competition that pushes athletes to their limits.

We were there to do a fun run of the obstacle course. I was amazed, inspired by the competitors and already planning my training to be there as a competitor in 2015. I knew I could do this and wanted to do it!

Two hours later after a fall on the monkey bars, my adaptability was tested. My ACL was toast and needed reconstruction. Out with the goal to compete in CG games in 2015, new plan to be 100% recovered in a year.

Life happens, your professional life happens, business happens. To be successful in all areas in the current world that changes in a nanosecond, how can you ensure success?

To set your business up to prosper, it has to be flexible in any conditions. Here are three ways to ensure your business is adaptable:

1. Stay on top of market trends. Including customer insights, competitors, economy, employment, technology and laws and regulations.
2. Talk to your customers. Get feedback and respond.
3. Create and foster an innovative culture. Be open to new ideas from all levels within the organization.

Companies must constantly evolve to changing dynamics in society or an industry to be successful.

A couple adaptability examples:

• In the technology sector, you can easily see the winners and losers. As we switched from fax machines and snail mail to email and text, from bulky desktop computers to handheld devices, from Mapsco to built-in navigation systems, many organizations had to adapt. Apple was once considered dead. Look at them now. They innovated and adapted and are winning.
• In August 2001, the opening of The Shops of Willow Bend, an upscale shopping center with mostly high end tenants, opened shortly before the September 11, 2001, attacks. Retail sales nationwide entered a slump. When it first opened, the mall’s tenants included Escada, Bruno Magli, Burberry, Armani Collezioni, Montblanc, Nicole Miller, Diesel, D&G and Loro Piana among others. The economy and environment dictated the need for change. Today, they are focusing on opening national retail chains versus luxury stores. This year, the center was sold to Starwood Capital Group for more than $1.4 billion.
• In February 3, 2013, lights go out at SuperBowl XLVII. One hundred million viewers turn to social media to find Dunking in the Dark. That’s all. Oreo, you are genius and a perfect example of adaptability on the fly! Rock on!

Customer’s basic needs don’t change, but how they satisfy them do. Successful brands stay on-top of this.

Wish me luck on my surgery next week? Maybe I will blog about it …

We were excited to meet with a prospective client partner and learn more about their branding and marketing needs. The company is in the B2B space.

Well into the conversation, my pulse began to race, my leg started to shake and my voice rose an octave.

You see, they have been meeting with several potential marketing partners and being very thorough about their due diligence in selecting the right one. One agency told them that they could … wait for it … manage and execute all their email marketing for the entire year for an annual fee if they handed over all the email content in one meeting.

Whoa! Really?!?!

It sounded good to the prospective client. This was:

• Very cost effective
• Low effort on their part
• Efficient with their time
• Worry-free. They wouldn’t have to think about their email marketing for an entire year.

Yes, friends, but this is wrong in so. many. ways. Hence, me physically reacting to this idea.

Effective email marketing campaigns are, among other things:

• Useful. If you are sending content to your audience that is several months old, you are missing the boat. “We try to include something useful in every email,” says Ben Chestnut of MailChimp. “If the announcement was totally useless, let’s at least give the recipient a case study, or something educational (even if it points to some other resource).”
• Fresh. Our world is changing daily. What is relevant or newsworthy today is not going to be tonight or tomorrow, never mind months from now.
• Personal and relevant. Your current and potential customers’ needs and businesses are constantly evolving. What they want and is the crisis du jour changes hourly. You may learn something in a meeting or on a call with them that you have never thought of before that could be a new product or service offering for your company or a nugget of wisdom for your next company email. Sorry, too late, you can only submit your content once a year … Ugh …

The reality is email marketing takes experience, work and expertise. The good news is we’re here to make it easy, effective and right for your brand.

This 4th of July, my family was on the lake. For the first time, we went out to the middle of the lake in a boat to watch the fireworks. It was exciting to be on the water and have a 360 view of the sky lighting up in celebration of our country. My two young boys snuggled up with me looking up at the sky and eventually fell asleep in my arms (that hasn’t happened since they were babies). For me, it was a perfection. For them, not so much …

Is your brand, product or service perfect? Of course! No one ever says, “My baby has imperfections.” If customers view your brand as less-than perfect, there is a perception challenge. Your customer’s perception is your business’s reality.

The Dove’s “Real Beauty Sketches” Ad Campaign of 2013 is one of my all-time favorites! A woman describes herself to a forensic artist and strangers who have met the woman that day do the same. The result is two images that are very different. The tagline is, “You are more beautiful than you think.”

How interesting would it be if brands could do this? If executives and employees could describe their products and services and customers do the same. How would the pictures differ?

In 2009, Domino’s Pizza had a perceptions issue. What did they do? They listened, responded and communicated how they were changing, resulting is amazing business results. Watch this Domino’s Pizza Turnaround.

Perception is reality.

Three ways to do a brand perception reality check:

1. Outside Business Consultants
2. Customer Intercepts, Focus Groups & Surveys
3. Social Media

Outside Business Consultants come in many forms; research firms, advertising, marketing and PR agencies, executive coaches, assessments, mystery shoppers to name a few. The value an outside partner can bring to your business is an objective view of your customer’s perception

Customer intercepts, focus groups or surveys are feelings and attitudes of your product or service. When asked, people will give you insights on areas to improve or let you know to stay the course. A very simple first step is a suggestion box in retail locations. You can get some really great ideas!

Social Media has opened the customer conversations wide open! Leverage this opportunity to listen, watch, collect and engage with your audience. People have immediate access to your brand to share in a public forum their likes, dislikes and desires for your product and services. Are you listening? Are you taking action? Social media allows you to respond immediately to customer feedback.

Listening to your customers and being open to feedback is an important business strategy to ensure your products and services are aligned with your customers’ perceptions.

My oldest son’s journal entry on my perfect 4th of July night: “On 4th July at night we did not get to see that much fireworks.” It was not his best 4th of July, our perceptions of the evening differed greatly, but perception is reality.