Where did customer service go?

Where did customer service go?

Just recently I spent some time looking for a new car and a new motorbike. Yep, both at the same time (long story). Anyway I was wandering around the local Audi dealers car lot checking out the second hand cars. I spent a good 15 minutes climbing in and out of the cars trying to work out what model I liked and would fit my family and work needs. I narrow it down to 2 cars that are well and truly in my price range and I wait….. and wait…. and wait…. All the sales staff see me roaming the yard and they are too busy chatting to each other and making coffee. Generally judging my appearance to be someone who couldn’t possibly be able to purchase an Audi directly from a dealer. Admittedly I probably wouldn’t strike anyone as an Audi driver, particularly this day as I was wearing old jeans, a motorbike jacket and carrying a bike helmet. Having said that, it shouldn’t matter what I look like. I was seriously looking for a high end car!!! I work on the internet so I don’t see the customers I drive to clients businesses so I don’t get a chance to judge so in this modern world, face-to-face salespeople shouldn’t judge...
Is there still a place for traditional marketing?

Is there still a place for traditional marketing?

Too bloody right there is! I was meeting with a potential client the other day after being introduced to them via a traditional PR firm. This firm does not have a handle on digital yet and at the moment do not need it to survive, or even thrive in their case. Even though their digital chops are not there it struck me during this meeting as they presented their “traditional” approach that without the “old school” approach the digital tac becomes that much harder. Think of somewhere like Super Amart. Dan and the crew from Next Thursday are doing a fantastic job of getting that brand seen and known a little better through the use of a “back to basics” approach of getting a great looking product up and in front of people, literally (think massive billboards). This approach is then creating that “top of mind” for someone to go and search online for Super Amart, not “affordable leather couches” where the search results have been flooded by companies who can import cheap couches then spend the savings on SEO and SEM. Wouldn’t you prefer a method of bringing the old and new together to deliver the most cost effective execution imaginable? I sure as hell would.   How many cliche’s did you spot...
How will advertising change over the next 10 years?

How will advertising change over the next 10 years?

Watching my kids make me wonder how advertisers will access these kids in the coming years. They are not interested in watching TV. They want the iPad with instant access to content delivered through Youtube. The intro (pre roll) advertising doesn’t bother them but then again I don’t think it is sinking in either. Then there is the thought that these types of ads have been around since the invention of the silver screen, think “get your popcorn at the candy bar before the movie starts”. There is also the school of thought that all these triggers subliminally enter the brain and when you are out shopping the recognition of the brand or product is triggered. Hence “Brand Recognition”! But how do you get the best access to these impressionable minds. I would prefer if you didn’t with my kids but then again it is what I do. You get access to them via things like the latest craze on Youtube, unpacking videos. My kids always seem to end up looking at the latest Frozen product being unwrapped and critiqued but someone putting on a childish voice and trying to look at the product from the perspective of a child. Forget advertising, creative, original content wins every time. So there you have it just keep writing informative and authoritative content that will let your audience in on your expertise. Advertising won’t change in the next 10 years but content will change the way we navigate through...
Not micro manage but micro market

Not micro manage but micro market

Set Godin has just written a very interesting article on the new way of marketing. I say new way but it is the way us online, digital marketers have been doing it for ages. That is employing a method as follows: Who is your ideal client? Where is your ideal client (can be part of question 1)? What channels do they frequent? (social, news, search, local) Identify the channel options for marketing? (viral content, targeted ads, remarketing…….) Plan the budget and ROI Go for it!! No longer can you mass market to the masses via TV or radio. People are looking for the specialist who can give them their personal product. Something to brag about to their friends! There is still the “I got the bargain of the century” mentality but now it is “I got this personalised for me, there will be no other like it, and it was the bargain of the...
Email marketing without mobile is….

Email marketing without mobile is….

a bit of a problem in this modern day. According to new stats out recently, 53% of emails are now opened on a mobile device. This also shows a serious decline in desktop applications opening emails, ie Outlook. So for 2014 the breakdown of email clients is: iPhone 28% Gmail 16% iPad 12% Outlook 9% Apple Mail 8% These stats then bring us to the use of coding conventions in emails. There was once the need, or rather necessity, to build all email campaigns in the antiquated table format to cope with Outlook. Goodbye Antiques! Those days are gone and we can finally build to modern clients and browsers. Through the use of a single line of codeĀ @media screen and (-webkit-min-device-pixel–ratio:0) { /* Insert styles here */ } we are suddenly able to target the clients with support for HTML5 & CSS3 for a greater UX (User eXperience) design. Then we build to the greatest client and tone things back to still deliver an experience for recipients on the non-webkit email clients. If this all sounds like double-dutch just give us a shout and we can explain it a little better and even show you what is possible these days. Get in...
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