Among 2010 predictions, plans and strategies, I ran across a very interesting and explicit definition of what marketing is, what it does and what a marketing team is expected to do. It belongs to Linda Smith, one of the authors of Women on Business. I just loved her idea of explaining what her plans and predictions are all about. It helps put things into perspective, reconnect with your thoughts and values and only then act.

Her take on marketing will shortly follow. After reading it, please make sure you read her post to find out what she thinks 2010 will bring in this line of business.

Marketing is telling everyone, everywhere:

• what your business is, where it is, how to find it
• what your product/service is, what it can do for the consumer, why they need it, why they want it
• how your business differs from others that are similar – what your uniqueness’s are, what makes your business so very special
• why the consumer should/ought to exchange their precious dollars and cents for your product/service

Marketing is telling everyone, everywhere in every way that people can and do receive information:

• newspapers, magazines and direct mailers – the hard copy kind, the newsprint ink that smears on your fingers and the flyers, brochures and sales letters that come in the snail mail; AND the online versions: newspapers online, magazines online and email ads that come both solicited and unsolicited
• television ads, radio ads – both via traditional tv and radio vehicles and online versions
• internet banner ads, classified ad sites, display ad boxes on social media sites
• social media relationship building
• weblogs and forums and other self-publishing arenas where messages about anything and everything under the sun, moon and stars can be shared

A business’ marketing department is usually tasked with:

• designing the message
• crafting the message delivery system
• delivering the message
• measuring the results of both the message and the delivery system

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I have a confession to make… I am extremely harsh when it comes to customer support. I’ve spent quite a while being a tech support engineer, I know how much it matters in building a great relationship with customers. So when I make my decisions about certain products or services, the quality of tech support backing them up is extremely important.  Why? It is simple. Anything can crash. No one should look for guarantees they will have no problems, they should make sure they will have help solving them when they appear. And based on my fare share of customer support talks, chats, email exchanges, I thought I’d make a top of the best ways to drive customers away.

1. Don’t pick up when they call

Definitely, this is the fastest and never dethroned method to make sure your customers will switch you for any of your competitors quicker then lightning. Continue reading

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Sometimes we are reminded of the big secrets in the business world by what appears to be the most unrelated situation. My house is fairly new, some of the residential complex is still being built and it’s quite empty most of the time. As it happens to any construction site, stray dogs come and never leave. No one is working right now, because of the weather, so no one can feed these dogs. They are starving and one of them keeps visiting me.

So what could I do? Feed her (I discovered it’s a girl), of course. But real and quite a lots of dog food was required; luckily I had help . She kept coming and then other dogs showed up. I now have three that come by at least once a day. And my friends pointed out how word spread when the dogs started enjoying a good meal.

And then it hit me. When building a WOM strategy, we think of engaging customers, of enabling them to better spread the word, reach the online communities and help them discover our products or services. This is wrong because we should always start with a question: Is our client satisfied? If it’s yes, spreading the word will be easy.

Customer satisfaction should always be the number one priority. Making what they have to say known always comes second. Simply because you really don’t want your customers to say „Oh, well, they’re ok, most of the times!” You want them to say awesome, great, or legendary when they speak of you. Don’t you?

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While businesses are rushing to adopt Twitter, some fail to plan ahead. They just get the account, because it’s trendy and someone told them it works. And then they start wondering about a purpose, about whose responsibility it is, about what they should expect. When thinking about giving Twitter a try, think of what you want to get in return, who can do the task best and what you’re going to give that you’re not already giving on different channels.

So if you decide your support team should have a Twitter account to monitor issues reported by customers on Twitter because you want to make sure their problems are solved and they’re still happy with your product or service, I’d call that a good plan. It’s not the same thing as tweeting back a link to your knowledge base or saying the same thing the email reply asking for more info said, is it? If your support guy playing with Twitter is nice, knowledgeable and doesn’t mind providing support for something that’s not really caused by your product/service, I call that brilliant

I also have an example: when I switched to GoDaddy, I ran into some issues and had to talk to the support team. I also sent out tweet saying my travel blog is not working, but GoDaddy support was helping me with it. The tweetsupport of GoDaddy offered to help, even with Wordpress and database issues if I needed it. I didn’t, but knowing they were there for me for something that wasn’t their fault when they could have said it wasn’t a GoDaddy related issue made me love them forever.

In conclusion, Twitter i as good of a medium as any to broadcast. But actually connecting with people, listeining to them, understanding their problems and helping them solve those problems is the right way to go if you want to take your microblogging efforts to a higher level.

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What I think you shouldn’t have missed last week…

The first week of spring is officially here and we have some chirpy blog posts for you to read. How you find them as inspiring and energizing as a sunny spring day.

Drew McLellan shared some amazing marketing insight after learnign a few tricks from a dog whisperer. Now that I’ve read the lessons, Drew, could you be so kind as to teleport the dog whisperer here, I think I need some help with my lab!

The newest, coolest thing when going to a conference is to live tweet it. So how exactly do you effectively present to a room full of tweeting birds? The answer comes from Tamar Weinberg on Pistachio.

Do you want a custom design for your blog? I know I did and my dream came true. But before you imlement this project of yours, please stop to consider a few issues explained by Alex Cristache of Blogsessive.

Stuart Bruce discussed PR, SEO and the fact that public relations, while employing quite a lot of search engine optimization, is not really about SEO, it’s about reputation.

We’re all obsessing about elevator pitches. While doing so, Frances Cole Jones, guest writer at Women on Business, point out that we overlook the importance of the FAQ page and the great results such a page can deliver.

What do you do when you want to launch a new product or service and have no idea what customers would think of it? Daniel Secareanu suggest the simplest and best solution: ask your customers.

You’ve all seen your share of teasers before something new hits the market. Michael Martine of Remarkablogger shows us how to get an audience drooling for a blog that doesn’t exist yet. His approach seems a lot more effective than a criptic add!

Google rankings involve a lot of things. It’s a secret recipe everyone’s after. And one of the reason no one has discovered it yet is that it’s learning and adapting to new tricks. Aaron Wall noticed a new trend: Google started placing heavy emphasis on branding.

When organizing an event, keeping the audience interested and excited about it is critical. Barbara Rozgonyi shares 9 ways to keep events alive with social media.

And we’re closing this week’s edition with a business puzzle from Corina Saceanu. Where’s the money?

What great posts have you run across last week? Please share them in the comment box!

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