Has Great Customer Service Become Extinct? The Need For Reputation Management

Have you noticed the unlimited amount of information regarding customer service found on the internet, through books, seminars, video and every other means you can imagine? In addition, there is a common belief that advancements in today’s technology have created a consumer-centric world where customer service alone has the ability to make or break an organization. We also live in a world where the success or failure of any business is dependent upon its ability to be efficient or do more with less.

Recently, I’ve had several experiences that have caused me to question if these two belief systems contradict each other. And wonder… is it possible to mesh the above concepts in order to create a synergistically beneficial relationship for both the consumer and business?… Continue Reading

Trust, Character and Building An Enduring Brand

Trust  - Jim Kissane LI

The team at LocalDirective regularly engages in learning together in the form of a ‘Book Club’ for which we all read and discuss a business book. We try to do this once a quarter, reading and discussing one chapter each week. Even though it is a sizable investment in time, we think it is a good investment because we are a committed ‘learning organization’ and we think it helps build our culture. Both are incredibly important to us.

This quarter, we are reading The Seven Habits of Highly Effective People by Stephen Covey. I read this book (gulp) a couple of decades ago, and as is the hallmark of all good books, some of the ideas have become incorporated into who I am. Yet I did look at the book with a critical eye to make sure it met the criteria of a ‘Book Club’ book. Mainly because of the … Continue Reading

What Is Brand?

Who are you? Do people really know what you do? See the world through your customers’ eyes. What sets you apart from your competitors? There are an infinite number of choices. Do enough customers really know what products and services you bring to market in order to achieve your growth targets?

Has your company, products, services, target audience and/or competitors evolved and changed over your decades in business? How do potential new customers know you’ve changed? How do they know you are different now? How do they know you are better?

Take a look at all your marketplace touch points….signage, website, logo, catalog, trade show booth, employees, business cards, advertising, direct mail, premiums, office space, vehicles, and the list goes on. Do all of those touch points reflect the real you?

Owning a powerful position in the market is difficult for most small to mid-size companies. You have the best … Continue Reading