Archive for the ‘marketing’ Category
Posted by Vicki Moulton on June 9, 2011
You can now find Movick Marketing on Thumbtack.com here: Creative Concepts for Effective Communication. Check it out and tell your friends! It’s sort of like Yelp, which relies on reviews and traffic to spread the word and get you noticed. If you’re reading this and you’re a former client, I encourage you to give us a rating!
You know, if I hadn’t been cleaning out my suspect email folder this morning, I never would’ve found my invitation to join Thumbtack. (Lesson: Always keep an eye on suspect email… Something really important might be lurking there by mistake!)
Posted in communications, MarComm, marketing | Tagged: company listing on thumbtack, Creative concepts, suspect mail folder, Thumbtack.com | Leave a Comment »
Posted by Vicki Moulton on January 19, 2011
Most of us could whip out a story about a bad customer service experience at a moment’s notice. But when was the last time you told a friend about a company that provided really good customer service?
Here’s my happy-ending story about customer service.
A cute top I ordered online for my daughter arrived in the mail last week. She wore it for a few hours, and then I noticed that two of the five unique flower appliques that made the shirt so fashionable had fallen off. They were ironed on rather than sewn on, and the idea that something so flimsy had been passed off as great workmanship made me want to give the company a piece of my mind.
So I went to the website, searching for some kind of complaint forum, maybe an online comment form or something. I found the name, email address, and direct phone number for the customer service manager (and thought, wow, that’s unusual). I sent a message detailing what happened; this was during a three-day weekend.
Within a couple of days, I got a return email with an apology and a request for a photo of the shirt to see whether it was still in stock. (The photo I sent is included in this post.) Another email included a request for my address (I had purchased it through a third-party website). I replied with an email asking whether it would be safe to put this replacement shirt with the iron-on appliques in the washing machine. The reply I got stunned me: the replacement shirt we would receive, free of charge, no merchandise return required, would be specially prepared for me to avoid this problem happening again (hello needle and thread!).
Not only did this manager provide the right kind of customer service–solving my problem without making it seem like I did something wrong–she also went above and beyond my expectations by doing something special just for my circumstance, without my even asking for it.
This got me thinking… How often we forget that our clients are people too. Nobody likes to be treated like their problems don’t matter. If you’re the one who caused the problem, making it right is your responsibility. And if you can go that extra mile to ensure complete customer satisfaction, you’ll safeguard your company brand for the next client. That’s just smart business.
Posted in marketing | Tagged: applique, brand, client, complaint, customer service, MarComm, small business, solving the problem, website | Leave a Comment »
Posted by Vicki Moulton on September 28, 2010
You see them everywhere, those little taglines designed to bring a company’s purpose to life. Some have even been set to music (remember “plop plop, fizz fizz, oh what a relief it is”?).
If you’re a business owner, you’ve probably been through the exercise of creating your own slogan. But have you ever stopped to think why some slogans stick with you, even after just one viewing?
The slogan’s job is to raise a question, touch a nerve, or identify a need. The slogan is not your only marketing tool, and therefore it does not need to be all things to everyone.
The slogan IS…
- an enhancement to the overall brand
- focused on the customer benefit and/or key differentiator between you and the competition
The slogan IS NOT…
- a definition/explanation of the company name
- an explanation of the logo design
- a literal statement about how the company functions
Think about some memorable brand slogans and how they say a lot with very few words (and remember that all of these companies hired big ad agencies to create these slogans–all trademarked and used here for illustration purposes only):
- Nike: Just do it
- Kaiser Permanente: Thrive
- Avis: We try harder
- MasterCard: Priceless
- GE: Imagination at work
- Allstate: You’re in good hands
- ING: What’s your number?
- Weight Watchers: Watch yourself change
- Capital One: What’s in your wallet?
- Taco Bell: Think outside the bun
I particularly like that last one. There’s something clever about how it takes an overused business term and turns it on its head while slamming the competition. (Or maybe it’s just time for lunch.)
Posted in communications, MarComm, marketing, messaging | Tagged: brand enhancement, branding, clever slogans, communications, customer benefit, key differentiator, MarComm, memorable slogans, overused business term, slamming the competition, slogan, small business, taglines, the slogan IS, the slogan IS NOT | 1 Comment »
Posted by Vicki Moulton on June 17, 2010
I received some unexpectedly enthusiastic feedback from a new client today. I didn’t count the number of exclamation points after the word “spectacular,” but there had to be at least 10. Now that’s a happy client!
As I was posting that nice comment on my Testimonials page, it got me thinking about how hard it can be sometimes to believe it–to truly accept it–when someone compliments your work.
We women tend to downplay compliments in general, and that can spill over into our business lives. It’s never smart to walk around like a proud peacock 24×7, bragging about how awesome you are. And neither is it smart to disagree with someone who takes the time to tell you that you’re awesome. It’s always better to make an attempt at accepting compliments graciously–even if it doesn’t feel right, act the part.
Take a moment to think of yourself as worthy of a nice compliment. Allow yourself to let that feeling wash over you. Remember it the next time you hear someone says something nice about you, and be gracious.
Posted in communications, MarComm, marketing | Tagged: accepting compliments, client, communications, customer service, enthusiastic feedback, happy client, proud peacock, relationships, small business, Testimonials | Leave a Comment »
Posted by Vicki Moulton on April 16, 2010
What’s the difference between an excuse and an explanation? The answer depends on what you’re trying to achieve. If you need to buy more time, maybe build up a little sympathy for your situation, then that’s an excuse. If you need to clarify misinformation with a matter-of-fact statement, then that’s an explanation.
My excuse for not blogging recently has to do with a whole host of changes happening in my life, which have turned my attention away from the blog as a business marketing tool… but only temporarily. (Fear not: I’m still here, ready to work!)
When changes started happening about a month ago, I originally intended to take just a few days off from blogging, Facebook, and Twitter. A few days turned into a week. One week turned into two. And now here it is, mid-April already, and I’ve let myself fall out of the loop entirely. My good intentions were completely dashed to hell. Clearly I wasn’t coping well with the changes happening around me. And while all of this was going on, I had two computers crash and burn, culminating in the loss of three weeks’ worth of data and email. (Insert angry, frustrated expletives here.)
Sprinkled throughout these weeks filled with challenges were emails and phone calls with potential clients, meetings with colleagues and collaborators, and successfully completed projects for steady clients. So actually the work didn’t stop–just my means of communicating with the wider world.
Where does that leave me on this warm Friday afternoon? Feeling motivated to get back into the groove, glad to have posted something new here and on Twitter before the weekend, and intending to embrace those life changes instead of letting them derail me. Change is good. (Yes, it is.)
Posted in communications, MarComm, marketing, networking | Tagged: back in the groove, blog, change is good, client, communications, computer crash, coping with changes, excuse vs explanation, Facebook, fall out of the loop, good intentions, MarComm, momentum, motivation, relationships, small business, Twitter | Leave a Comment »
Posted by Vicki Moulton on April 1, 2010
If you’re having the kind of year I’m having so far, then you’ve probably been struggling a bit trying to find the right kind of client for your business. You know, the kind that appreciates what you have to offer, wants to work with you right away, and remains loyal for the long term. In other words, the absolute ideal.
I found this article by Angie Segal of Action Coach very inspiring. It’s reprinted here (in edited form) with permission.
“What Kinds of Customers Are You Attracting?”
How do you get the customers you want and deserve? Are you randomly stabbing at the marketplace, or do you have a plan for getting the type of customer you want to work with?
Here are some tips for planning to attract the ideal client:
First, decide who your ideal client is and write it down. What size are they? Where do they operate? What do they look like?
Next, describe this ideal client to everyone in your sphere of influence. Communicate this clearly. Then ask your partners and alliances to describe your ideal client. How they answer this question will tell you whether you’ve been specific enough.
Find out where you can interact with people who fit your description of the ideal client and attend those functions.
Finally, look at yourself and make sure you present yourself in a fashion that would attract those people. In other words, dress for the job you want.
Clarity is a key element in finding your ideal clients. Once you are clear on whom you are trying to meet, and your actions are in line with that, it’s easy to find your ideal!
Posted in communications, MarComm, marketing, messaging, networking | Tagged: Action Coach, Angie Segal, attracting ideal clients, audience, client, communications, dress for the job you want, law of attraction, marketing, networking, planning to attract the ideal client, relationships, small business, sphere of influence, strategy, target | 1 Comment »
Posted by Vicki Moulton on February 17, 2010
Ever have one of those days that just feels “off,” right from the moment you open your eyes in the morning?
I had one of those days yesterday. And even though I’m aware that some of the folks I met at a networking event last night might be reading this today, I just have to be honest: I wasn’t in my usual rah-rah-let’s-go mode. In fact, I almost didn’t show up.
It would’ve been so easy to just stay home, avoiding the crowds, the hand-shaking, the quick room-scanning, the u-turns to avoid running into certain people. But I knew I’d regret that decision eventually. I also knew that this was an opportunity I could not afford to pass up, even if I was in the wrong state of mind to begin with.
As a small business owner, I’m particularly susceptible to feeling overwhelmed with a long to-do list and crossing stuff off just to give myself a break. There are no staffers to send to networking events on Movick Marketing’s behalf. I am my company’s chief ambassador. I can either accept that responsibility, and all the gripping-and-grinning that goes with it, or I can go take a nap and let my company drift away.
Pushing past that feeling of near-paralysis–getting yourself out there, keeping your commitments, honing that elevator speech–is critical to keeping the momentum going, especially for small businesses just getting started with word-of-mouth marketing. It’s never okay to give up just because you’re not in the mood.
After about 45 minutes at the networking event, I woke up and started to get into the spirit of things. By hour 3, I met some really interesting people, gathered some promising business leads, and wondered why I’d ever felt like staying home.
Posted in communications, marketing, networking | Tagged: communications, elevator speech, marketing, momentum, networking, networking event, not in the mood, off day, small business, small business owner, word-of-mouth marketing, wrong state of mind | Leave a Comment »