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RANTS & RAVES

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Displaying: RANTs and RAVEs from James Coakes

Rant or Rave
117 weeks ago, by James
Introductory offers
I'm comparing prices for breakdown cover and the AA are a little more expensive on like for like offerings but they're offering a free gift card for an unrelated product. If they took the cost of the gift card off they wouldn't be more expensive.

Why do marketers so often have to make things so complicated? I'm in the market for breakdown cover. Stick to that.
116 weeks ago, by Tim
What's the voucher for? 50% off fax roll paper?
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Rant or Rave
118 weeks ago, by James
Google Glass is over
I'm not surprised. There is potential but putting an object between you and the person you're talking to is very distracting.

They won't give up, and how we get our information with change in time, but for now the smartphone is still king.
116 weeks ago, by Tim
Interesting they'd made a u-turn,
116 weeks ago, by James
They have made a few u-turns. Search has been phenomenal for them and given them a lot of money to invest in other things. Glass and Google+ are two examples where they've struggled to make it work, but they are certainly ambitious.

My money is on health and I think they will, literally, change the world.
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Rant or Rave
118 weeks ago, by James
Country lists on websites
Surely we should have progressed beyond alphabetical country lists when you choose your options. They should start with the country that you're in and then work down by most popular.

Andorra and Afghanistan may have a thriving commercial internet but I get tired of scanning down to find United Kingdom. Occasionally a website has the foresight to put USA and UK at the top and that always gives them kudos.

I'm not being imperialistic here, just practical.
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Rant or Rave
119 weeks ago, by James
File extensions
What do file extensions (.doc, .docx, .dotx etc) and electrical equipment chargers have in common? There are way, way too many of them. There only needs to be one of each.

Companies do it because they want to control, not because it's what the customer wants or needs.
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Rant or Rave
122 weeks ago, by James
Excellent customer service
The lines of customer service gold standards are being redrawn all the time and ideas that once seemed novel are being taken on by organisations who want to go that step further. Sometimes it's hard to think of new ideas to differentiate the service that you provide.

Well, take a bow Renaissance Hotels because according to a Tweet that I've just seen their guests came out to their cars this morning to find all of the snow and ice cleared off them.

Impressive. I hope they didn't scratch any.
121 weeks ago, by Tim
Nice touch, but hardly ground breaking. That should be standard when it snows.
120 weeks ago, by James
I think great customer service in the service industry, and probably others, is a series of nice touches. Combined they make life better for customers. Many are also simple, leaving competitors to ask; 'Now why didn't I think of that?'
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Rant or Rave
126 weeks ago, by James
'We are currently experiencing high call volumes'
Some companies seem to tell you this every time you call. It's a declaration of incompetence.
125 weeks ago, by Tim
We don't care enough about your time to hire enough staff.
125 weeks ago, by James
Exactly, and then it's all about pass the buck explanations and meaningless apologies.
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Rant or Rave
128 weeks ago, by James
'The person who deals with ...'
'Hello, can I speak to the person who deals with ...' This has to be the most irritating cold call. Firstly it doesn't take a lot of effort to find names connected to a business and secondly it immediately labels the call as lazy junk. Why are people still making these calls? They belong to the 1980s.
Show 4 more previous responses: Jackie Barrie James Coakes John Durrant Tim Coe reveal
127 weeks ago, by John
Or 'How is the weather today in England', asked by someone using the pseudonym 'Mike' in India.
127 weeks ago, by Tim
There is absolutely NOTHING anyone can say, no matter how well you phrase it, that gets around the fact that they are telephoning you uninvited to get your money.

I looked into this years ago, Reverse Selling & now called Unlock The Game by Ari Galper, which is all about using words and language that diffuses the inevitable pressure that exists in any given sales scenario. HE's good, and cold calling is one of his modules, but today cold calling is so old obselete I consider it an insult.
127 weeks ago, by John
Agree it is an insult, but unfortunately it will persist as long as there are a sufficient number of people who are too polite to immediately disengage from uninvited intrusions.
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Rant or Rave
131 weeks ago, by James
Customer retention
You'll have heard the stats about new business costing more to get than existing business. Make your own stat up but it's usually between 3 and 7 times.

There's another very good reason why you should be focusing on this. Research by Bain & Co has found that a 10% increase in customer retention results in a 30% increase in the value of a company.

Repeat business is one of the main things that potential buyers look for.
129 weeks ago, by John
Often companies seem to dedicate more bandwidth to their sales lines than their customer support lines. This happens more often when they sell a product where there is a cost, in terms of hassle and effort, to leave. This practice seems especially common among web hosting companies...
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