In one of my posting I asked the question, Who is Responsible for Customer Satisfaction?  I stated that customer satisfaction is the responsibility of EVERYONE! Everyone “touches “  the customer and how everyone performs their job relates to the customer being satisfied.  I also listed several steps for starting a customer satisfaction program within any [...]

Consumer confidence is going down, driven by the wrangling in Congress, uncertain economic conditions abroad, and the stock market. When confidence comes back, so will the economy.

Customer satisfaction can be a very unique differentiator for any corporation and a major value proposition to any of the corporation’s customers.   When a product or service is on a par with the competition you can use best in class customer satisfaction to stand out in a crowded market. When customers look for value, it [...]

For those who always read the last chapter in a book first, the answer is there is no there is no difference between for profit companies and non-profits. For the rest of you please read on. In one of my postings titled Why Marketing Products and Services Are The Same, I discussed why, from a [...]

  Value propositions are very important to business because if they are done correctly they uniquely define something that a company offers to their customer that addresses their need(s).  Unfortunately many marketing people and some senior management people are so close to their products or services that they actually feel their value propositions are compelling [...]

  With the changing of the selling model to where the customer is in control; I contend that the old sales strategy of promising the world and getting the order no longer works.  Instead, I would suggest a different approach of under-promising and over-delivering. Let me give a few examples to support my hypothesis. The [...]

Still looking to reduce your operating budget?   Here is a suggestion where you can make great inroads- cut or eliminate all Marketing activities.  If you follow these five steps, I will make you a money back guarantee. 1-      Give your sales force and or resellers that key compelling feature for your product or service that [...]

Some people believe that there is a major difference between a product and a service from a marketing point of view.  This assumption is one of the farthest things from the truth! From a marketing point of view. service is a product.  As I always like to say, the receipt is the same but the [...]

At different times I have heard people say, “branding, what is the big deal?” or   “Branding can not be that important.”  Along these lines people say, “hey I know that product, so why so much of a fuss about their branding activity. Branding really does not make any difference to the intended audience.” Well, nothing [...]

The expression “You get what you pay for” actually has a deep and comprehensive meaning in the B2B marketing world. The following is a B2B marketer’s guide on what needs to be considered when pricing a product or service.  1-     Understand the goals and go to market (GTM) strategy for the enterprise and /or the [...]