Anybody who has ever observed people–usually, but not always, teenagers–standing together, yet communicating via text messaging can recognize that sometimes technology is overused. Whether email, social media, texting or the use of mobile devices, the downfall of these practices is to minimize face-to-face or voice-to-voice contact which can be a definite drawback. In business settings, studies consistently indicate Continue reading “Are We Over-Relying on Technology for Interpersonal Communications?”
Category: Business Development
Leveraging Consumer Feedback – Even When It’s Negative
In the old days, communicators communicated to their audiences. These days communicators, if they’re communicating online, are communicating with their audiences–whether they realize it or not. The old “conversations” were generally cloaked in privacy. When I saw a television ad that generated some kind of response from me, I might share it with the few people I was watching the commercial with, or talk about it later with friends. But, my response was fairly limited.
Enter social media. Today Continue reading “Leveraging Consumer Feedback – Even When It’s Negative”
Practical Applications of QR Codes
Ever since I heard of them I’ve been enthralled with QR codes. Not so much the traditional (and rather “boring”) applications where they simply take users to a web site, but more creative and practical uses that really leverage this technology to convey information and, in some cases, accomplish tasks.
Most recently, for instance, while on a trip and going through the airport security check-in, I spotted another passenger Continue reading “Practical Applications of QR Codes”
Leveraging Social Media for Non-marketing Applications
When we think of social media we tend to think of its use as a marketing tool whether we’re talking Facebook, Twitter, LinkedIn, YouTube, Pinterest, etc., etc., etc. And, using social media as part of your marketing efforts often makes sense (depending, of course, on your objectives and your audience). But social media can provide benefits beyond marketing. For example: Continue reading “Leveraging Social Media for Non-marketing Applications”
Taking Social Offline – The Best of Both Worlds
I monitor a number of LinkedIn groups (admittedly more of a “lurker” than a participant at this point…) and recently came across what I thought was an interesting application of networking that leveraged an online community to create an offline community. It remains to be seen how effective this effort will be, but Continue reading “Taking Social Offline – The Best of Both Worlds”
Spread the Word – You’ll Get Exceptional Customer Service at Road Ranger!
On a recent shopping excursion with my friend Mary she told me about a phenomenal service experience she recently had while on a trip with her mother. They had stopped at McDonald’s and Mary, who prefers Coke products, found that Coke was temporarily unavailable. So, she decided to walk across the parking lot to a nearby gas station – Road Ranger.
She got her Diet Coke and then found that there were long lines at the counter so Continue reading “Spread the Word – You’ll Get Exceptional Customer Service at Road Ranger!”
Why Communication Fails
“They just don’t get it!”
“How many times have we told them this?”
“Why don’t they understand?”
These are common phrases in the world of business, whether applied to employee communication, marketing communication or customer communication. But there is something fundamentally wrong with each of these statements which contributes immensely to our failed communication efforts.
What Makes a Good Attorney…Small Business…Consultant…Engineer…Web Site?
I recently responded to a question in an online forum that asked: “What makes a good attorney web site?” I thought the way the question was framed was interesting because, on the one hand, I do think it’s important with any communication to focus on specific objectives. But, on the other hand, I would also say that what makes a good attorney web site is very much the same as what might make Continue reading “What Makes a Good Attorney…Small Business…Consultant…Engineer…Web Site?”
Are Travel Agents Making a Comeback (and why you should care)?
The Internet has had a dramatic impact on many industries and businesses–creating opportunities for some and destroying them for others. Consider the changing nature of the publishing industry and the impact of being able to buy online for companies like Best Buy and many others. But business tends to be cyclical and it is often true that “what goes around comes around.” A recent article in the New York Times suggests that this may be the case for at least one industry — Continue reading “Are Travel Agents Making a Comeback (and why you should care)?”
Effective Apologies
There is research to suggest that companies that fail to meet customer expectations, but perform service recovery effectively, can achieve higher satisfaction levels than companies that never failed to meet expectations in the first place.
It’s known as the service recovery paradox and there is plenty of evidence to suggest that Continue reading “Effective Apologies”