I've been working with our clients at Element Three since July 2006. I graduated from Purdue University with a degree in Business Management and Marketing and have a background in customer service.
I work hard daily to make sure our clients' projects stay on-time, on-budget and on-brand. While I take my clients' businesses seriously, I also like to have a little fun. So, you'll find a large mix of content on my blog. I write about things like tips for effective marketing, examples of good or bad marketing, my experiences with brands, and just random things that make me laugh or cringe. Hope you enjoy!
This morning I was reading "How to Create Experiences to Bring a Brand's Story to Life" by Jennifer Rooney. She interviewed Sohrab Vossoughi, who is the founder of Ziba Design, a product development firm. (Check out some of their impressive work at their website.) Vossoughi's answer to the final question made me want to shout a resounding, "yes!" (Although I didn't because my co-workers may have thought I was losing it...) Here was the question & answer:
So what brings consumers back for more?
"Design is the process of bringing the story to life. It's about making a connection between the consumer and the story. If you tell it to the right audience, then you create trust and meaning. Consumers want to love something; meaningful, authentic relationships are what consumers are after. You've got to go back to the core - focus on what your brand is about... Then you've got to use everything to bring that brand to life, and then consumers will come back again and again for more."
This is what we help companies do here at our Indianapolis Ad Agency. Through our Brand Chemistry process, we look inside your organization to uncover the "story" of your brand. Then we take a look outside at your audience - who they are, what they do, what they want. Once we have uncovered your own unique story, then we will begin the design process with your brand strategy at the forefront of our minds. This leads to creating visuals that will tell your story and begin to resonate with your audience.
I've been learning a lot about search engine optimization over the last several months. It's fascinating to me to learn about how you can get a site to rise in rankings. However, employing the correct strategies is like a giant puzzle! There is a recommended number of keywords per page, metatag title and description length restrictions, and more. So, getting across a message that doesn't sound littered with keywords but still will help your site rise in the rankings is not an easy task. My head has been swimming with the enormity of the details. And I normally like details.
That's why we call in the experts. Pat East and his team at Hanapin Marketing have proved to be invaluable to me on a recent web project we've partnered for. Their keyword research and expert advice to our team on strategies for writing optimized content have been excellent. I'm glad to know that we are using experts so that the great site Element Three designed will actually be found and viewed by the right audience. And ultimately that will bring our client new leads they didn't have access to before.
That's why we call in the experts. Pat East and his team at Hanapin Marketing have proved to be invaluable to me on a recent web project we've partnered for. Their keyword research and expert advice to our team on strategies for writing optimized content have been excellent. I'm glad to know that we are using experts so that the great site Element Three designed will actually be found and viewed by the right audience. And ultimately that will bring our client new leads they didn't have access to before.
I visited a website this morning that was not very visually appealing. I had come there because I read about their specialty food products in a magazine and wanted to pass the information on to a friend. I quickly scanned the homepage, found nothing of interst, and then clicked the minimize button. However, as it disappeared from my screen, I saw this headline just above the fold: "How To Navigate: This site serves several functions." I quickly went back to the site to read this. What followed was a bulleted list of the functionality of their site and what to do there, including how to find their contact information or their "story" in the About Us section.
My mind was screaming at me as I read this list. If you have to include a list that tells people how to navigate and use your site, it's probably a bad site. (There may be exceptions, but I can't think of any at the moment.) Here are a couple simple rules of thumb that will save you from the need to explain your site:
Keep it clean. Don't clutter your site with long blocks of copy, too many competing images or a rainbow color palette. Give me the relevant information in quick snippets and then give me the opportunity to dig deeper for the information that I want.
Don't reinvent the wheel. There is a reason why many websites have navigation at the top, and use terms like "about us" and "contact us" in the site map. These are terms we are used to seeing and look for. We have been conditioned by years of web use about where to look for these on the page. So if you put your navigation at the bottom, your visitor may miss it and quickly navigate away.
At Element Three, we attempt to balance the need for creativity and standing out in the marketplace with the need to follow certain conventions for usability on a website. It's not always an easy balance to find, but it's critical for a great website. If you could use some help with designing a creative, useable site, call Element Three.
Is your website currently optimized for search engines? If not, is it something you plan to incorporate ASAP?
If your site is not optimized, you are missing out on opportunities. I hate it when I see clients spend thousands of dollars to create a great, compelling website that is completely search engine unfriendly. If no one sees your website, your Return on Marketing Investment is going to be relatively low. You could increase your return exponentially by employing an SEO strategy that would direct relevant leads and traffic to your site. Seems like a no brainer to me. I've heard many clients say that people aren't searching for their services, they have to be directed there. But, given today's consumer behavior, I don't believe that's true for any product or service. Next time I hear that, I'm going to do a little research to find how many people are searching for their services monthly and all the potential leads they are missing out on.
If you are going to be creating a new website, don't even consider skipping SEO.
KFC was beat up over the last several months in their introduction of grilled chicken. Think about it - when you're known as "Kentucky Fried Chicken" (even though they try to be simply "KFC") how can you suddenly launch a huge campaign around grilled chicken? "Kentucky Grilled Chicken?" Not the same ring... There was also a huge debacle when they had a poorly executed giveaway touted on Oprah that created long lines in stores with not enough chicken and franchisees upset.
However, according to a new AdAge article, KFC's same store sales are up 3%, nearly 20% of the fast food market has tried the grilled chicken, and 85% of those who have tried it indicated an intent to repurchase. Not bad, KFC. Time will tell if this upward trend for KFC will stick, but early indicators look good.
Moral of the story? KFC recognized consumers' changing behaviors and a move to healthier options in fast food. They managed to garner a lot of publicity for themselves and maybe all publicity is good publicity these days (not that I'm endorsing that). Congrats to KFC for sticking it out and I hope the grilled chicken is a win for them. I certainly think it's a win for the consumer and a move to better health for this country.
This morning I saw a negative article about Zappos.com on Advertising Age. I noticed the article for 2 reasons. The first is that Zappos is a marketing darling at the moment and everyone is heralding them, so something negative seemed odd. Secondly, I'm a huge fan of Zappos. They've saved me several times when I was in dire need of a pair of shoes and no time to shop.
In the article, one agency, Ignited, criticized Zappos' recent review of their response to an RFP. Ignited submitted their response online and used analytics to see how Zappos reviewed the response. The review was not thorough enough for the agency's liking and this is their response:
In the article, one agency, Ignited, criticized Zappos' recent review of their response to an RFP. Ignited submitted their response online and used analytics to see how Zappos reviewed the response. The review was not thorough enough for the agency's liking and this is their response:
"Clients have always had the upper hand in the review process and they always will. But the playing field is about to get a bit more level. If we reply to any RFPs in the future, we'll be letting the prospective clients know that our submission will be online and that we'll be measuring how much time is spent reviewing it. And we encourage other shops to do the same. If agencies are going to spend weeks preparing their response, the least any client can do is commit 30 minutes to look at it."
My response: Really? And these prospective clients will want to work with you for what reason? No one likes to be told what to do and I highly doubt these companies will feel compelled to pay you for your services in the future. You're going to have to have a pretty compelling response to overcome the negative message you are sending their way.
Don't get me wrong, I definitely think companies should give responses to RFP's a good review and make sure they are making the right choice. But we (advertising agencies) need to recognize who the client is in this situation and get off our high horse.
You see "green" messages everywhere. Everyone says their company is green, practices green initiatives, prints on recycled paper, etc. But, I don't always see the actions to back up the claims. And in the long run, I think this could hurt your brand and image if your promises ring hollow. If you are positioning yourself and your brand as "green" and creating marketing materials and messages to support that, make sure that you have the actions to back it up. Don't just say it because your competitors are.
I saw this video on Seth Godin's blog and it makes me smile. It kind of reminds me of a similar scene in the classic movie (at least I consider it classic) "Can't Buy Me Love."
Seth's point is that we need more of "guy #3" - the third guy to join the dance who then turned it into a dance party that everyone wanted to join in. Sometimes in launching a new product or marketing initiative, it's easy to find guy #1 and 2, but how do you get to #3? How do you make it a phenomenon? It can be tough going trying to dance alone until #3 gets there and maybe you lose steam. If you need fresh ideas for reaching guy #3, give Element Three a call and talk to Joe about our marketing integration strategies and marketing launch plans.
Seth's point is that we need more of "guy #3" - the third guy to join the dance who then turned it into a dance party that everyone wanted to join in. Sometimes in launching a new product or marketing initiative, it's easy to find guy #1 and 2, but how do you get to #3? How do you make it a phenomenon? It can be tough going trying to dance alone until #3 gets there and maybe you lose steam. If you need fresh ideas for reaching guy #3, give Element Three a call and talk to Joe about our marketing integration strategies and marketing launch plans.
We receive many RFPs (Request For Proposal) here at our Indianapolis Ad Agency. Some requesting integrated marketing plans, our brand chemistry process, idendity development, a new website or other creative services. I must confess a love/ hate relationship with these RFPs. On the one hand, it's great to have a chance to create marketing strategies and materials for a new client. On the other hand, they are a ton of work that may or may not pay off in the end.
I just read this article on AdAge.com this morning - Cattle Fetch Higher Prices and Suffer Less Humilation by Jennifer Modarelli. You should really read it. It talks about an RFP that was all submitted electronically with no human contact. And to make it worse, they were not asked to propose for a project, just hourly rates by role. I think it's sad that creativity and strategic thinking have been reduced to commodities that can be churned out at bargain basement prices. Unfortunately for the client, they are probably getting what they pay for in terms of quality. We like to say, "you can have it fast, good or cheap - pick two." If someone tells you they can give you all three, buyer beware.
Furthermore, in my experience, who you work with is so important! Good chemistry between the client and the agency produce the best work. If you enjoy working together, chances are you will be more collaborative and get to a better end product. Creatives get inspired by conversations with their clients and clients (and your customers) respond to inspired work. So, if you chose fast, good and cheap from Rick's Discount Ad House, best of luck...
I just read this article on AdAge.com this morning - Cattle Fetch Higher Prices and Suffer Less Humilation by Jennifer Modarelli. You should really read it. It talks about an RFP that was all submitted electronically with no human contact. And to make it worse, they were not asked to propose for a project, just hourly rates by role. I think it's sad that creativity and strategic thinking have been reduced to commodities that can be churned out at bargain basement prices. Unfortunately for the client, they are probably getting what they pay for in terms of quality. We like to say, "you can have it fast, good or cheap - pick two." If someone tells you they can give you all three, buyer beware.
Furthermore, in my experience, who you work with is so important! Good chemistry between the client and the agency produce the best work. If you enjoy working together, chances are you will be more collaborative and get to a better end product. Creatives get inspired by conversations with their clients and clients (and your customers) respond to inspired work. So, if you chose fast, good and cheap from Rick's Discount Ad House, best of luck...
If you are like many companies, you are evaluating how social media fits into your strategic marketing plan or you've already been executing on a strategy. You may be overwhelmed with how to execute on these strategies. You're busy. Your days are full. So, when do you have time to write a blog post, update your Twitter feed, and make connections on LinkedIn? If you are like most of us, you don't have the time.
Here at our Indianapolis Marketing firm, we share the responsibilities and create super users. One person is in charge of the Twitter account, while several of us are responsible for blogging about different topics. Another person is in charge of executing our newsletter email blasts. This way, the responsibility is shared and no one person is immobilized by the tasks. This also makes people experts in their own medium and they can write and update in the most appropriate way for that channel.
So, if you are feeling overwhelmed, how can you accomplish your marketing goals as a team?
Here at our Indianapolis Marketing firm, we share the responsibilities and create super users. One person is in charge of the Twitter account, while several of us are responsible for blogging about different topics. Another person is in charge of executing our newsletter email blasts. This way, the responsibility is shared and no one person is immobilized by the tasks. This also makes people experts in their own medium and they can write and update in the most appropriate way for that channel.
So, if you are feeling overwhelmed, how can you accomplish your marketing goals as a team?
I am a Millennial. Kind of. Being born in 1982, I'm somewhat undefined. Too young for Gen X and too old for Gen Y by some definitions. But for the sake of this conversation, I'll lump myself with the Gen Y/ Millennial crowd.
Two articles caught my eye this morning in Ad Age - "Bad News Could Be the Best Thing for Millennials" by Jonathan Lewis and "Millennials Are Evolving; Are You Keeping Up?" by Megan Meagher. These caught my eye, because I've been changing as a person and a consumer over the past several months. And I have to say, the changes I see in myself are for the better. I've realized that I'm not invincible and neither is this country. I've learned not to take a good job for granted. I realized that my mom wasn't so crazy for cutting out coupons, washing ziploc bags, and buying generic. I've learned to save, to eat at home and comparison shop. These are all valuable skills that I hope I won't soon forget!
My relationship with marketers has changed. I was a snob before. I didn't want to see your ads on my favorite shows and I was annoyed that your coupons filled up my inbox. Now I'm hungry for it. I google search for coupons before going out to eat or making a large purchase. I choose restaurants and brands based on the availability of coupons or bargains I've heard about. There are a few products and brands that I am already fiercely loyal to and for these, I am not so price sensitive. But, I'm a young consumer with open mind for most products.
Ms. Meagher's point in her article was that brand loyalty is developed most strongly during your 20's. Newsflash to marketers - I'm eagerly awaiting your message like I never was before. I'm ready to be wooed and won over. So, start talking to me!
How are your customers changing their behaviors in this economic climate? And how are you changing your marketing strategies to reach them?
Two articles caught my eye this morning in Ad Age - "Bad News Could Be the Best Thing for Millennials" by Jonathan Lewis and "Millennials Are Evolving; Are You Keeping Up?" by Megan Meagher. These caught my eye, because I've been changing as a person and a consumer over the past several months. And I have to say, the changes I see in myself are for the better. I've realized that I'm not invincible and neither is this country. I've learned not to take a good job for granted. I realized that my mom wasn't so crazy for cutting out coupons, washing ziploc bags, and buying generic. I've learned to save, to eat at home and comparison shop. These are all valuable skills that I hope I won't soon forget!
My relationship with marketers has changed. I was a snob before. I didn't want to see your ads on my favorite shows and I was annoyed that your coupons filled up my inbox. Now I'm hungry for it. I google search for coupons before going out to eat or making a large purchase. I choose restaurants and brands based on the availability of coupons or bargains I've heard about. There are a few products and brands that I am already fiercely loyal to and for these, I am not so price sensitive. But, I'm a young consumer with open mind for most products.
Ms. Meagher's point in her article was that brand loyalty is developed most strongly during your 20's. Newsflash to marketers - I'm eagerly awaiting your message like I never was before. I'm ready to be wooed and won over. So, start talking to me!
How are your customers changing their behaviors in this economic climate? And how are you changing your marketing strategies to reach them?
I had a great meeting with a great client today. They are smart and they know their business and industry inside and out. And they trust us as their strategic marketing partner. Whenever I meet with them, they ask me many questions about how this particular marketing tool will help them acheive their marketing goals and they don't accept work that is not strategic and well thought out. However, at the end of the day, they trust our expertise.
Today we presented several creative website concepts. I sometimes get nervous showing creative concepts to clients because if they don't like a color we used or an image, they can't get past it and see the bigger picture. They throw the baby out with the bathwater, you might say. We can change a color, but does the structure of the site work? Does the reader's eye go where you want it to go? Don't get rid of a good idea just because you personally hate the color blue.
If you are working with a marketing firm or ad agency, do you trust them as your marketing partner? You are paying for their expertise, so rely on it! Remember the reason you chose them? Most likely they showed you other successful work they had done in the past and impressed you as people who understood what you needed. However, if you just can't trust them, perhaps it's time to look for a new partner. You're probably doing both parties a favor.
Today we presented several creative website concepts. I sometimes get nervous showing creative concepts to clients because if they don't like a color we used or an image, they can't get past it and see the bigger picture. They throw the baby out with the bathwater, you might say. We can change a color, but does the structure of the site work? Does the reader's eye go where you want it to go? Don't get rid of a good idea just because you personally hate the color blue.
If you are working with a marketing firm or ad agency, do you trust them as your marketing partner? You are paying for their expertise, so rely on it! Remember the reason you chose them? Most likely they showed you other successful work they had done in the past and impressed you as people who understood what you needed. However, if you just can't trust them, perhaps it's time to look for a new partner. You're probably doing both parties a favor.
I was reading an old BtoB magazine in our cafe over lunch the other day and looking at their "rules" for working with interactive agencies. The first was "Define the business objective upfront, even when using new media such as social networks and viral video." AMEN, B2B!
I've been working with many of our clients on their websites over the last several months. Nearly all of them are working on a new site or adding some new functionality to their existing site. My goal is to understand their business goals for the site up front. We can make lots of pretty pictures and make them move and have videos and link to your Twitter account and Facebook. But, at the end of the day, are those things going to help you acheive your business goals? If your new site needs to generate more sales leads than your current site, will having a facebook account help that goal? Maybe. But, sometimes we get so caught up in all the "stuff", and we need to have a place to come back to and say, "How does this help us acheive our business objectives?"
Here at our Indianapolis Marketing firm, we preach "Business First" in all we do. Whether you need an integrated marketing plan, brand development, a new brochure or a website, we want to understand your business goals and needs first so we can create something that will help you acheive those goals. So, next time you are in need of some creative services, think about your business goals for that piece. And, if your agency doesn't ask about them or want to know, you may want to reconsider your choice of a partner!
I've been working with many of our clients on their websites over the last several months. Nearly all of them are working on a new site or adding some new functionality to their existing site. My goal is to understand their business goals for the site up front. We can make lots of pretty pictures and make them move and have videos and link to your Twitter account and Facebook. But, at the end of the day, are those things going to help you acheive your business goals? If your new site needs to generate more sales leads than your current site, will having a facebook account help that goal? Maybe. But, sometimes we get so caught up in all the "stuff", and we need to have a place to come back to and say, "How does this help us acheive our business objectives?"
Here at our Indianapolis Marketing firm, we preach "Business First" in all we do. Whether you need an integrated marketing plan, brand development, a new brochure or a website, we want to understand your business goals and needs first so we can create something that will help you acheive those goals. So, next time you are in need of some creative services, think about your business goals for that piece. And, if your agency doesn't ask about them or want to know, you may want to reconsider your choice of a partner!
I know this is a departure from our usual fare on this blog, but good food is always near and dear to my heart and I had an interesting experience today.
A few months ago, one of our clients told me about a place called Roscoe's in LA that served chicken and waffles - together. Gross, right? Apparently, it's great and it's a destination kind of restaurant. I was not convinced of its merits, but the conversation was memorable. A few weeks later, some local DJ's were discussing Roscoe's with a comedian from LA on the radio. They mentioned there was a new place in Indianapolis that served chicken and waffles attached to a gas station downtown. Again, gross, right? However, since that time, Maxine's Chicken and Waffles in downtown Indianapolis has received some very positive press in Indianapolis Monthly and the Indianapolis Business Journal. So, today (after a lot of convincing) Steve Nealy and I visited Maxine's with our clients. I chronicled the journey in photos:
Our first glimpse of Maxine's. Notice the small yellow sign below the Citgo sign...
Looking forward to the promised love!
After a yummy appetizer of fried cornbread and peach butter, we received the main course - chicken and waffles! (For the faint of heart - their menu does include many other options.)
I have to say, it was really good! The waffle was great and the chicken was decent. I must admit I'm not a huge fan of fried chicken, so I'm probably not a great judge. And there was a minor "hair on the chicken" incident (do chickens have hair?!) that would keep me from giving it a hearty 5 star vote. I'll spare you the photo of the "hairy" part of the journey. All in all, it was a fun culinary adventure and I would recommend Maxine's to friends. As Steve said, "I can confidently say that this is 10 times better than my last Citgo dining experience." So, if you are local to Indianapolis, give it a try!
Here's our satisfied group after our meal:
A few months ago, one of our clients told me about a place called Roscoe's in LA that served chicken and waffles - together. Gross, right? Apparently, it's great and it's a destination kind of restaurant. I was not convinced of its merits, but the conversation was memorable. A few weeks later, some local DJ's were discussing Roscoe's with a comedian from LA on the radio. They mentioned there was a new place in Indianapolis that served chicken and waffles attached to a gas station downtown. Again, gross, right? However, since that time, Maxine's Chicken and Waffles in downtown Indianapolis has received some very positive press in Indianapolis Monthly and the Indianapolis Business Journal. So, today (after a lot of convincing) Steve Nealy and I visited Maxine's with our clients. I chronicled the journey in photos:
Our first glimpse of Maxine's. Notice the small yellow sign below the Citgo sign...
Looking forward to the promised love!
After a yummy appetizer of fried cornbread and peach butter, we received the main course - chicken and waffles! (For the faint of heart - their menu does include many other options.)
I have to say, it was really good! The waffle was great and the chicken was decent. I must admit I'm not a huge fan of fried chicken, so I'm probably not a great judge. And there was a minor "hair on the chicken" incident (do chickens have hair?!) that would keep me from giving it a hearty 5 star vote. I'll spare you the photo of the "hairy" part of the journey. All in all, it was a fun culinary adventure and I would recommend Maxine's to friends. As Steve said, "I can confidently say that this is 10 times better than my last Citgo dining experience." So, if you are local to Indianapolis, give it a try!
Here's our satisfied group after our meal:
I was talking with a client yesterday about their search for a new hire in the marketing department. He told me his best interview questions he was going to ask:
Imagine you are developing and launching a new product or a new marketing campaign. Choose one and walk me through the steps you would go through.
Once the applicant answered, he would follow it up with this question:
Now, you have to cut out one of those steps. What would you take out and why?
I thought those were good questions, given our current economic climate. Budgets and working conditions are less than ideal. So, what are we cutting out of the process? I hope we are not cutting out market research. Understanding the market and your audience's wants and needs are critical before launching effective campaigns, so you aren't just throwing your money around and hoping to get lucky. And, market research doesn't always have to be expensive. Maybe it's as simple as talking to your clients and listening to their needs.
Times are tight right now, so if you are being forced to cut your budgets, get creative. Our president, Tiffany Sauder, is writing a series of blog posts right now about marketing tactics that will cost you less than $500. Maybe you can utilize one of these tips to help free up your budget. Read Tiffany's latest tips here and here.
Imagine you are developing and launching a new product or a new marketing campaign. Choose one and walk me through the steps you would go through.
Once the applicant answered, he would follow it up with this question:
Now, you have to cut out one of those steps. What would you take out and why?
I thought those were good questions, given our current economic climate. Budgets and working conditions are less than ideal. So, what are we cutting out of the process? I hope we are not cutting out market research. Understanding the market and your audience's wants and needs are critical before launching effective campaigns, so you aren't just throwing your money around and hoping to get lucky. And, market research doesn't always have to be expensive. Maybe it's as simple as talking to your clients and listening to their needs.
Times are tight right now, so if you are being forced to cut your budgets, get creative. Our president, Tiffany Sauder, is writing a series of blog posts right now about marketing tactics that will cost you less than $500. Maybe you can utilize one of these tips to help free up your budget. Read Tiffany's latest tips here and here.
While reading Ad Age's list of the 10 most extravagant taglines in recent years (read here), I stumbled across this video of Jason Alexander singing (and dancing) about the new McDLT. (Note to reader - this was "new" in the 80's). I got a good laugh out of this and hope you do, too. Maybe in the year 2030, we'll be looking at Subway's $5 Footlong ads and laughing at how ridiculous they are. Oh, wait, I'm already doing that.
Before reading this post, watch this 3 minute video case study about Del Monte's use of social media in creating a new product.
I was very impressed by Del Monte's effective marketing strategies for this product development and launch. Here is what I see they did right:
1. They created a place that was attractive for their target audience and potential early adopters.
2. They asked questions about what mattered to their customers.
3. They LISTENED!
4. They immediately incorporated their customers' ideas and turned around a new product in 6 weeks that was well received by the market. That seems like amazing agility for a large company.
Several product development people could have spent months coming up with ideas for new products that may or may not have been what their customers were looking for. However, they used a social platform to actually talk to their audience. I'm sure that Del Monte's Return on Marketing Investment for creating the I Love My Dog site is off the chart, because they listened to what their customers had to say. And, I hope they are still listening for improvements or new product lines. If you create a place for your customers to talk as part of your marketing strategy, make sure you are listening to their conversations.
I recently went to my favorite day spa in Indianapolis for some salon services. I love going and just sitting in this salon because it's so relaxing and I feel so pampered. For just a few minutes, I feel like I'm somebody else. The design of the salon, the music, the service and amenities have been carefully thought out and crafted by the owners to deliver a luxurious experience every time someone comes through the door. However, during my most recent visit, I had to wait for a few minutes in the lobby. The woman working at the front desk was highly unprofessional and made me feel extremely uncomfortable while I was waiting. I became very irritated and increasingly frustrated every moment I sat there. Then, I started to think about how incongruent that experience was with the rest of the brand experience they have created and what I've experienced in most of my previous visits. If I had been a first time visitor, it may have been my last visit. However, since I know that's not the norm, I will go back again soon and hope for a different experience.
Do your employees know your brand strategy? Do they know how to live out your brand promise day to day? If not, you may risk losing customers, both new and loyal.
Do your employees know your brand strategy? Do they know how to live out your brand promise day to day? If not, you may risk losing customers, both new and loyal.
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