Friday, January 24, 2014

Polar vortex of consumer unhappiness

Turn misfortune into an opportunity to rise above...by making your customers happy even in less-than perfect situations. 

During the recent cold snap courtesy of the Polar Vortex, businesses were inundated with delays, airlines were the source of much malcontent, and generally speaking, if you dealt with any human being in northern North America in early 2014, you were bound to hear complaints about customer service.

What I want to put out there is this: Why not turn that misfortune into an opportunity to wow and amaze your customers with outstanding customer service?

I can see the scoffers now... Am I right to assume that the following excuses are being bounced around?:

"That takes too much planning" 

and 

"That's unrealistic! How can we know what to expect and then plan for it?" 


Those are valid questions but I'll ask this one in response:

Can you afford NOT to be prepared?

Most businesses can and should (read this post about why customers are so important) excel at keeping customers happy when things are running at status quo. But where businesses have the chance to shine (and rise above the competition) is when things are less than perfect. The time is ripe then to stand out, and it might take less effort than you thought. The pay off: a lasting impression.

Small actions, big results
It's not easy AND it takes planning (it's not a quick fix - sorry), but if you can provide customer service excellence in the worst of times, the carry over impact can lead to enjoying more of the best of times.

What I'm proposing doesn't have to involve a top-down makeover of every person's role in a company. What it does involve is having a few things in place and taking a good hard look in the mirror. 

Here is my three-step plan for how to prepare for the worst, and make your company looks its best in the process:

1. Role play: At your next staff meeting, take a few minutes to go around the table and have everyone imagine they are an angry customer. The absolute worst incarnation of an upset customer. What is the worst, most horrible feedback you could ever receive? Make a list. Don't censor, don't bury your head in the sand.

2. Face it, own it: Now that you have this list of worst case scenarios staring you in the face, take a step back and a deep breath. You are likely surprise to find that having them in front you probably feels pretty good, a relief that they are no longer bouncing around in your mind, haunting and waiting to lash out. Acknowledge them, but also acknowledge that they are probably not as scary as you thought, and the best part is: there are solutions to be had!

3. Get creative: The goal is to reasonably solve these problems to save your reputation, but most importantly, save your relationship with your customers. Again, stepping out of the 'business' mentality and into how you yourself feel as a consumer and human being is absolutely key. Make sure your solutions are genuine, driven by the desire to make things right for your consumers, and in turn, they will remain your biggest fans.

THE TAKEAWAY: Customers are so important - I cannot stress that enough. They are your lifeline and your future. Nurture them in good times and in bad, and you will be rewarded tenfold with loyalty, word of mouth promotion and great insight to make your business even better.


Best of luck,
~Nancy

Wednesday, January 8, 2014

One day to marketing bliss: intensive virtual marketing makeover session

Would you like to improve marketing and promoting your business?

How about having access to support and guidance along the way?

Do you find marketing your business an endless chore that you’d rather ignore than tackle alone?

Does this situation sound familiar? You are not alone.

Marketing your business doesn’t have to be an uphill battle!


Are you ready to finally tame the Marketing Beast?

Then working with The Rogue Pea Marketing Inc. for just one day will do just that!


My approach: You stay in control; I provide expertise, guidance support


You have invested a lot into your business and aren’t prepared to let someone else make key decisions. This is why my approach is different: with The Rogue Pea Marketing, you will never have to hand over the reins to a stranger. Strategies are implemented either together or on your own BUT with my support.

Most importantly, I teach you essentials that you will carry forward in your future marketing decisions.


One day to marketing bliss: Intensive fast-track marketing makeover

This session is tailored every step of the way to your business. Learn through applying what I teach as we go and come away with marketing know-how and be ready to implement in just hours!

What you get:
-ONE-on-ONE dedicated, personal, uninterrupted customized training for a full day to address the most trying, overwhelming and challenging aspects of marketing your business. 

-Business diagnostic session (via phone or Skype) prior to VIP session. This allows the session to be customized for your business.

-Learn essential marketing concepts and knowledge to carry forward and apply in the future. This is not a band-aid solution; I teach business owners solid concepts that they can use to their advantage, independently in the future, to apply again and again.

-Your custom strategy map for your specific objectives = road to success.*

-A personal 30 min. follow-up session to evaluate progress. I want to check in and ensure our work together is delivering the results you need.

-Direct access to me for ongoing support via email during the implementation of your strategy map.

-access to CLIENT ONLY Facebook workgroup.

-CLIENT ONLY resources and material such as workbooks, exercises, free templates for better productivity and organization.

Business investment: $1500.00 (LIMITED TIME) Reg. $1800

Don't wait: Book before JANUARY 31 and save $300!

Start off the New Year with a new approach to your marketing efforts. Reserve your session BEFORE midnight, January 31 and receive instant savings. That's a discount of $300!

Most courses are just scraping the surface at the end of Day 1, but you will be ready to GO! 

Most marketing training courses are lengthy, requiring a long-term commitment and fixed schedule to complete. They are not customized to meet the needs of your specific business by answering your most pressing marketing questions and they certainly don't provide ongoing support or most importantly, a TANGIBLE, ACTIONABLE plan. 

I don't just provide solutions; I teach so you understand and can carry that knowledge forward so you can create and evaluate your own solutions independently & confidently.

This custom session will not only help small business owners deal with immediate marketing challenges, it will transform their understanding of marketing by providing a foundation of knowledge and skills to apply to future decisions.


In one 6-hour session, you will have:
·        a clearer vision of your marketing goals
·        confidence to move forward using the custom strategy map
·        knowledge you can carry forward in your business
·        independence from relying on external resources for marketing know-how
·        ongoing-support when you need it


Still unsure? Check out this 60-second video about my approach: 



Don't wait for change: get your biz marketing makeover booked today and get 2014 off to a roaring start!


YES, I am ready to reserve my session now:

Step 1: Complete the sign up form below. 

Step 2: I will be in touch via email to confirm the session date and send you a questionnaire. We will also set up the pre-session 

Step 3: Payment submitted via EMT (email money transfer). Receipts provided immediately.

Step 4: 30-min pre-session business diagnostic meeting. I gather key information to build your custom marketing makeover session.

Step 5: Custom session day! In-person (Ottawa area) or via Skype/video link.



* Satisfaction guarantee: The success of this program requires that we work together. If you have followed all recommendations and instructions as directed, and you are still unhappy with the results,  I am happy to provide you with a full refund upon presentation of proof that the strategy map did not deliver the results. 



Friday, January 3, 2014

A shift in traditional marketing: VALUE MARKETING is NOW

I’ve been involved in marketing and advertising for well over a decade now. I started when new media was a one-person gig at a big company. That was my gig. I sat in a cubicle on the fringe of the marketing department. How appropriate.

There were no real budgets to speak of because no one knew what to expect, but because internet advertising was in its infancy (remember + $100 CPMs?), you better hope that someone in the traditional media advertising department had the ability (and trust) to authorize internet advertising contracts in the thousands of dollars. Luckily, I had a great time learning about online media (something that my college program hadn’t yet included), and it set the stage for the rest of my career.

Fast forward a dozen years… 
Since that time, as is to be expected, the world has continued to evolve. What I have learned is just how much marketing has been a mirror of society’s evolution in that time. Marketing has always had a symbiotic relationship with people and society. Afterall, if there is no one to market to, what is the point? Who is listening? 

Marketing depends upon people and personally, I think it is time for an industry wake-up call. The people part of the equation is what is going to make or break business in the near future. Those not paying attention will be left behind.

SIDE NOTE: A bit of  background here...As we know, marketing in the past decade was revolutionized with the advent of self-publishing, where everyone and anyone can take the mic and BE OUT THERE. Web 2.0 levelled the playing field for small companies to exist on the ‘big stage’ that use to be out of reach unless you had millions of dollars to spend on marketing and advertising. This changed the dynamic of advertising and marketing from being a one-way broadcast to a two-way method of communication. That shift is key. While this isn’t news anymore, it is plain to see that some companies still don’t get it – and that, my friends IS newsworthy. Why? Because that is the crux in the big marketing machine. THAT is what small business can use to its advantage. Read on to learn why...


Here's the big reveal: The companies that recognize the value of communicating with their customers and then using the information as insight to meet needs, add value and in turn, stay relevant, will succeed. This is what I call VALUEMARKETING. Companies who ignore the power that customers hold, will perish: it’s as simple as that.

Is your business among those who will succeed? Are you ready to be part of that shift in marketing - a shift that will involve a new and more relevant approach to your customers? I'm very excited to discuss and explore, and most importantly, help small businesses take advantage of this unique time in consumer culture to be the difference, to stand out and make the lives of their customers better, and in turn, become remarkable.

More posts about implementing VALUE MARKETING and free video tips to come...want to stay in the know? Register at right for first notification.

Best of luck, 

Nancy~

P.S.: To read more about the importance of VALUE MARKETING to small business success, read my next post that really gets into the nitty-gritty of this approach and necessary shift in thinking: People are marketing; NOT products, gimmicks or how many ‘likes’ a photo gets - coming soon! 
Register at top right to know when its up!