In an article for Harvard Business Review, Adam Richardson discusses the concept of customer touchpoints, which he broadly defines as “any interaction point between the customer and your brand.” If we think about this definition, it truly is quite broad, not least because it invokes the concept of the brand, which is itself extremely broad.
Does an online ad reflect on your brand? What about a discussion with a billing agent over a discrepancy on an invoice? While the answer to the first question is probably obvious, the second might seem like a stretch at first. But in truth, both are examples of touchpoints. And touchpoints have a direct impact on consumer brand perceptions. Continue reading “Understanding, Managing and Communicating Consistently Across Customer Touchpoints”
One of the more tedious activities that falls under the broad umbrella of marketing is responding to requests for proposals, or RFPs. RFPs are typically issued by large organizations — like large corporations or government entities — that are looking for a vendor for a large expenditure or project. It’s basically a way of telling the public or a specific group of pre-screened vendors, “Hey, I want to buy something! Send me a pitch!” The sheer number of interested vendors they often receive responses from and the need to objectively compare them means they are also telling these vendors, “But…send me a pitch in this precise format.”
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Sales professionals will be quick to tell you that a positive customer review goes a long way toward converting prospects into eventual customers. What better way to convince the market that you can walk the walk than to have satisfied customers tell your story for you? Conversely, negative reviews can be quite damaging. 
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Most small business owners are heavily focused on their core skillset. They are bakers, event planners, lawyers – insert job – first, and accountants and marketers second. 
Webinars are still widely promoted online, but does the format still resonate with end users and, if so, which ones? Can webinars reach, and influence, a B2C audience or are they primarily used for B2B outreach? What emerging technologies are moving into the webinar space? These are questions marketers need to be asking themselves. 
When you think about the types of companies you typically see ads for, manufacturing firms don’t typically come to mind. That’s because, historically, manufacturing companies haven’t invested a great deal in traditional marketing. They tend to be focused more on business-to-business (B2B) sales, than business-to-consumer (B2C). Their business focus has typically been on achieving operational efficiencies to drive down costs and increase profits. They set themselves apart from competitors by providing higher quality, faster turnaround or lower cost, and they haven’t typically spent much time thinking about the end user consumers of their products.