From Positive to Negative Word of Mouth (WOM) in 10 Minutes on a Saturday Morning, Windsor Cleaners vs. Jiffy Lube

Word of Mouth Marketing (WOM) is undeniably powerful. I’ve written about the power of WOM in the past (Boar's Head, Pabst Blue Ribbon, etc.) and I still believe that organic word of mouth is one of the most powerful ways to grow your business. And that's especially true for small businesses. Well, a few weeks ago I was able to see an example of how one business could foster positive WOM and then how another company could generate negative WOM, and all in 10 minutes on a Saturday morning. Yes, I keep a keen eye out for things like this, but it was amazing to see how I could feel so good about one company and then so bad about another in such as short period of time! After I got home that Saturday morning, I started to think about my two experiences and wanted to share them here. I’ll break down both experiences and then give you some questions to think about regarding your own company or business.

Experience 1: Fostering Positive WOM
I’ve been going to Windsor Cleaners in Princeton, NJ for a number of years now. I'll start with some some basic reasons why I go there. First, they provide an outstanding service. I know, a novel idea, right? Providing a great product or service is obviously the foundation for generating positive WOM. Next, they provide excellent customer service. Third, they go the proverbial extra mile for their customers (which is more than just providing excellent customer service and you'll read more about this below). So for me, Windsor Cleaners is starting with a solid foundation. In all the years I’ve been taking my clothes there, I have never left unhappy. In addition, they know me as soon as I walk in the door, entering my account number in their system without me having to say a single digit. I like that. I also typically bring my kids with me when dropping off my clothes, and the employees at Windsor Cleaners are always great with them. And you can tell it’s genuine, and not the BS, “oh how cute” that you hear from some people. So in a nutshell, they provide a great dry cleaning service and provide excellent customer service. Now for my Saturday morning story.

A few weeks ago, I walked in holding my 2 year old son in one arm, a pile of clothes in another arm, and I was in a hurry. I also brought in one of my winter jackets during this drop off, and I quickly checked my pockets to make sure I wasn’t forgetting anything. I received my ticket, said goodbye and was on my way. I ended up taking my son to another store in the same shopping center as Windsor Cleaners. So I’m on line in the store and someone taps my shoulder. It’s one of the women from Windsor Cleaners holding my $225 pair of sunglasses. I must have left them in my coat. The woman from Windsor Cleaners tracked me down (without knowing where I was going) to make sure I had my sunglasses. That’s awesome. How easy would it be for her to just put them aside and wait for me to come in next week? Or worse, how easy would it be for someone to just take them, right? The people at Windsor Cleaners never would, but I can’t say that for everyone in this world… This was a great example of a small business going the extra mile and fostering positive word of mouth.

The Positive Impact on Windsor Cleaners
In my opinion, Windsor Cleaners is doing everything right as a small business. They provide an excellent dry cleaning service, they are nice to their customers, their employees seem happy, and they go the extra mile for their customers. Why wouldn’t you like them?? By the way, they aren’t the least expensive dry cleaning business in my area. But I don’t care. It would take a lot to get me to stop going to Windsor Cleaners… And as I’ve said in previous posts, I’m a WOM machine. If I like something, you can’t shut me up about it. I blog about it, tell people at work, tell my friends and family, etc. So, you bet I tell people about Windsor Cleaners. It’s easy… I want them to succeed.

--Next Stop, Jiffy Lube For An Oil Change (Just 5 minutes down the road.)--

Experience 2: Creating Negative Word of Mouth
I pulled into Jiffy Lube to simply get a fast oil change and be on my way. I got out of my car and entered the building, and then waited for someone to check my car. It wasn’t long before I heard, “Mr. Gabe, please follow me.” and that’s when my stomach turned… I’ll stop for a second and ask you if you already know what I’m referring to? I bet some of you do… Actually, I know some of you do (more on that soon).

Are you ready for a Jiffy sales pitch?
And the game begins… I’m holding my 2 year old son and I follow the person from Jiffy Lube out to my car. Now I’m in front of a monitor in the middle of Jiffy Lube’s garage. How nice. :) In a matter of seconds, you are being pitched all sorts of products and services for your car, from the infamous air filter, maybe a cabin filter, something about your fuel injectors, and then some type of engine flush. Really?? First of all, if I was to have something like that done, it probably wouldn’t be at Jiffy Lube. They rush you through the process, hoping for the uncomfortable, “ok, I guess so”. They pull out your air filter to show you how “dirty” it is, and push you just hard enough that you feel like you’re being swindled. I hate that feeling, and I hate their process. They point to the monitor and show you some data about how your car hasn’t gotten this in six months or how you haven’t done that in one year. And of course they don’t tell you pricing while taking you through all that’s wrong with your vehicle. You actually have to ask for pricing (if you’re even lucky enough to retain half of what they threw your way.) I hear this pitch every time I get my oil changed, and to be honest, I'm tired of it.

Forcing Customers Through This Process Is Not Good For Jiffy Lube…
The process I just explained above is where Jiffy Lube goes wrong. I don’t feel confident that I need most of what they are pitching. Do I need some of it? Probably so, but it doesn’t matter. I don’t trust them. I don’t know if I’ve ever witnessed a process that makes me feel so negative, so quickly. Then you’re forced into the awkward situation of declining what they just rattled off, and it’s even a little embarrassing. I can’t imagine that anyone at Jiffy Lube would want it to go down this way. Do you?

Breaking This Down Marketing-Wise
Does Jiffy Lube provide a good oil change service? I think so. I’ve never really had a problem. Their pricing is ok and their employees are generally nice. But, I don’t get a good feeling about going to Jiffy Lube. I think it all comes down to the cheesy sales pitch you get every time you bring your car in… Does anyone in marketing at Jiffy Lube understand how this impacts their brand? I don’t feel loyal to Jiffy Lube. Actually, I could go somewhere else for an oil change 3000 miles from now and not even give it a second thought. By the way, if you’re thinking that an additional air filter can’t generate a lot of revenue, you’re wrong. Start doing the math based on how many locations they have any how many estimated customers get oil changes each day. It sure adds up, but at what long term cost to the company? Jiffy Lube might have generated an extra $20 this time, but what if they lose my business forever? That would be thousands of dollars that Jiffy Lube would stand to lose (and just from one customer).

So Jiffy Lube, please stop the madness. Go visit your locations and see what goes on. I’ll guarantee that you’ll want to change how the process works. I’m not saying that you shouldn’t make sure people have the right information and get the right products or services, but there has to be a better way to do it without making people feel like they are being ripped off. Actually, go to Windsor Cleaners and see how they treat their customers. :)

The Power of the Web Tells Me That…
I’m not the only one that feels this way. I found out that many others feel the same exact way. I tweeted about my last experience on Twitter and received some quick replies and direct messages from others that don’t like the process either. It’s funny, I didn’t mention what was pitched and their messages all revolved around the air filter sales pitch! I found that interesting…so I started doing some Google searches. That’s when I found this, this, and this. Oh yeah, and this, this, and this. Uh, an entire site dedicated to Jiffy Lube problems and it ranks #1 for jiffy lube air filter? (see screenshot below) And there were dozens of more listings too. By the way, enter Jiffy Lube Air Filter in Google Blog Search. You’ll find some interesting stories.



Let me tell you, if I worked at Jiffy Lube, this would be one of the first things I fixed. They seriously need a Customer Service Czar, and now. Someone who comes in with guns blazing and fixes this problem. The power of WOM is undeniable, but the fact that Jiffy Lube has a reputation management problem is also undeniable. It actually makes me wonder what’s getting in the way of fixing the problem… So, the next time you hear a pitch for an air filter at Jiffy Lube, think twice. Maybe you need it, but maybe you don’t.

Think About Your Business…
Is there any part of your business that actually annoys your customers? Do you help generate negative word of mouth? Take a hard look at all your customer touch points, ask your customers for real feedback, and change anything that can be generating negative word of mouth NOW.
So I think it's clear that Jiffy Lube can learn a lot from Windsor Cleaners about customer service. But more importantly, how much can you learn from them?

GG

Best Buy In Store Pickup 2, Would the Sequel Be Better than the Original (for Once)

I’m a nice guy. Really, I’m not kidding… I don’t want to complain about companies, products or services. Actually, I love coming across a product or service that I like and that I believe in. And, I’m the type of person to tell everyone I know. I’m definitely a word of mouth marketing machine for the products and companies I like. It’s just in my blood. So, when I tried Best Buy In Store Pickup in 2006 (on a tight deadline), and the service bombed on me, you could imagine my frustration. It wasn’t a pleasant experience, it wasted my time, and as a result, I let the world know about it on my blog. As I stated in 2006, great concept, poor execution. But again, I’m a nice guy. I believe in second chances, and this is a post about the second chance I gave Best Buy this past weekend. My hope was that Best Buy fixed the flawed In Store Pickup system that wasted my time in 2006 and pushed me to write about my negative experience. Let’s start at the beginning with a brief description of what frustrated me in 2006.

My Problems with the Original
In 2006, I logged onto the site, found the products I needed, chose “in store pickup”, and was shown that it was in stock at the store in Princeton. Then, when I received my two confirmation emails, I was told that the products weren’t in stock. What?? So, I had to log back on and order a different product, again seeing that it was in stock. But was it? The system said the same thing last time, only to send me an email notifying me that the product wasn’t in stock… I took the chance, it ended up being in stock, and I was off to Best Buy to pick up my order. But I wasted time, wasn’t confident in the process, was frustrated, and probably could have just run out to the store from the beginning! It amazed me that a company like Best Buy didn’t have an integrated system for knowing if something was really in stock… That’s why I wrote the first post. But this post is about the sequel, the second chance I gave Best Buy. So grab your popcorn and soda and let’s find out how the sequel went.

It Doesn’t Happen Often, But the Sequel Beat the Original
I found myself in a similar buying situation last week, needing to order some products, but short on time. That’s the moment I thought I would give Best Buy a second chance. I logged onto the site, found the products I needed, chose “In Store Pickup”, quickly checked if the product was in stock in Princeton, and finalized my order. Then I eagerly awaited the two confirmation emails to see if the products were actually in stock, hoping the systems were integrated a little better than 2006… Within 20-30 minutes, I received my confirmation emails and everything was in stock. Great job Best Buy. The system worked and you saved me time. It seems like you might have improved your system for checking whether or not a product is actually in stock. The key words being “I think”… I didn’t really know that for sure and maybe I was just lucky this time. So, I headed off to pick up my products at the Princeton location, armed with my email receipt and my ID.

A Best Buy Employee Shed Some Light on In Store Pickup
In my original Best Buy In Store Pickup experience, the “In Store” part was outstanding. It was fast, efficient, and if the systems were better integrated, I could have seen using the service more often. This time was pretty similar. It was a little more crowded, but overall, it was still pretty efficient. I showed my receipt and the credit card I used to pay for the items, and picked up the products I had purchased. Again, I was happy with the service this time.

Then it hit me, let me ask the employee at the In Store Pickup desk more about the service. Maybe there’s a good reason for how they determine if something is in stock. The man helping me seemed very knowledgeable about the process, so I peppered him with questions. My first question was about the notification on the site that the product was in stock. He said, “not so fast…” The system is linked with the store, but there are several variables that could throw off the actual number. Theft was the first thing he brought up (which by the way he emphasized it, makes me think it’s a bigger problem than most people know.). He also brought up bad SKU’s or human error when entering what’s in stock at the store location. If that happened, then the system wouldn’t know if the number entered is correct or not. So, his advice was simple. If the site shows more than 5 items in stock, you’re probably good to go. That leaves some buffer for theft or human error. If the site shows 1-2 items in stock, be careful and wait for the second confirmation email, which will tell you if it’s really in stock. And by the way, Best Buy physically has an employee go and check if it’s in stock once the purchase is made on the website. That’s why it can take up to 45 minutes to receive the second confirmation email. I thanked the employee for helping me and for taking the time to explain what goes on behind the scenes with In Store Pickup. Then I left with my products.

Will There be a Trilogy? I Think So.
Was my first experience negative? Absolutely, but I didn’t fully understand the process at that point. I can argue that as a consumer, I shouldn’t have to understand the process, but putting my marketing hat on for a minute, I must take that into account. Their online system cannot determine theft or human error, at least at this point in time. I understand that and I now have a newfound appreciation for what they are trying to accomplish with In Store Pickup. Actually, I have an idea for Best Buy. Take what the employee told me and add it to the FAQ for In Store Pickup on the website. Then whenever someone chooses In Store Pickup, show that link prominently in their cart (with more than a text link that’s currently there). I’m telling you, it will alleviate a lot of frustration and confusion. Consider that my free Internet Marketing advice for the day. ;-)

Have any of you used Best Buy In Store Pickup? What were your experiences like? I’m eager to know.

GG

What the Fudge?? Survival Tips for Entering The Original Fudge Kitchen at the Jersey Shore

Every year, my family goes to the Jersey Shore for a week. We typically go to Cape May, Avalon or Stone Harbor and we always have a blast. My kids love the beach and it’s something of a tradition for us, since we’ve been going for over 10 years now. One of the things we always look forward to is hitting the Original Fudge Kitchen in the heart of Cape May for some of the best homemade fudge you can find in the Northeast. If you know the Jersey Shore, then you’ve probably heard of the Fudge Kitchen. They’ve been featured on the Food Network, have stores in several locations at the beach, and produce an outstanding product that’s hard to rival. That said, there is a slight problem… Although they produce some of the best fudge, I dread having to walk into their shops. Why you ask? Well, they tend to frustrate their customers beyond belief. If you’re a frequent visitor to my blog, then you know I believe in trending. Well, there are several tactics that the Fudge Kitchen has employed over a long period of time that can only be categorized as fostering negative word of mouth. It’s quite ironic, since their product is so darn good!

Survival Tips for Entering The Fudge Kitchen
Consider me your Jersey Shore Survival Guide. I’m here to help you, or any other person for that matter, that decides to visit the Jersey Shore and buy fudge at the Fudge Kitchen. I’m going to give you some tips that can help make your visit to the Fudge Kitchen a more pleasant experience, while helping you keep you sanity on your vacation! :)

Let’s start with the 5 things you need to say as soon as you walk through the door of a Fudge Kitchen. You’ll learn more about why after reading the rest of my post.

1. No, I don’t want a sample.
2. Yes, it’s ok if it’s a little over.
3. No, I don’t want 2 pounds of fudge to get a free box of salt water taffy.
4. No, I don’t need it gift wrapped.
5. Yes, it’s ok if you force me to take coupons that I will never, ever use.

Practice this on the ride down to the shore. The reason I want you to practice this is because you’ll need to work fast, as a team of employees will swarm you as soon as you approach and enter the shop. :)

Without further ado, here’s what annoys customers and why:

Over Sampling:
Yes, there is such as thing as over sampling. From a marketing standpoint, I always believe that giving free samples is a good idea. Let’s face it, offering samples breaks down a major barrier in the sales process and can help convert people sitting on the fence. That said, force feeding samples is never a good idea. The Fudge Kitchen is definitely guilty of force feeding fudge samples and I think everyone can use a break from it! They have 1 person standing outside with samples and engaging people that are walking by. I think this is a good idea, but most people at the shore (especially Cape May and Stone Harbor), walk the main strip of shops over and over again. I don’t need to be asked 73 times in a week if I want fudge samples. And, it’s not just me. I hear it from many other people at the shore. It has almost turned into a joke. Then once you enter the shop, do you really need more samples? I guess so. The staff behind the counter begins asking if you want more free samples… This is where the experience starts to get annoying and you begin to think, “How fast can I get some fudge and bolt out the door?”

It’s a little over…
This one irks me on several levels. In case you’ve never been to the Fudge Kitchen, you order fudge by the pound, which is broken down by pieces of fudge. A quarter pound consists of 2 pieces, a half pound of 4 pieces, and a pound is 8 pieces of fudge. I like that…since it’s easy to pick out what you want. However, and this has been tested by everyone I know that goes to the shore and buys fudge at the Fudge Kitchen, THEY ALWAYS COME BACK OVER. In the 10 years I have been going to the shore, I cannot remember one time (that’s right, not one time) that it was either a little under or right at the amount I wanted. This too has become a joke at the shore. Everyone, including strangers outside the store, joke about it being a little over. “So, was it a little over tonight?” says the old couple sitting outside the shop on the Cape May mall. “Let me guess, it was a little over and you were ok with it?” says the young couple strolling their kids by the shop. Word of mouth marketing (WOM) is a powerful thing, but negative word of mouth can be even more powerful. I even know one woman who owns a beach house in Cape May that now demands that it not be a little over! She does this just to make a point.

Why does this annoy me so much? First, it’s a little patronizing to hear this every time you order. Second, they are obviously making more money with each transaction, so what seems like a harmless extra few ounces actually costs customers more money and makes the business additional revenue. This wouldn’t bother me if it occurred occasionally…but it’s every time you order!

2 Pounds of Fudge for 1 Free Box of Salt Water Taffy
No matter how many times I go to the Fudge Kitchen, I have to hear the sales pitch for salt water taffy. “If you buy 2 pounds of fudge, you’ll get a free box of salt water taffy!” The first 100 times was fine, but the next 473 started to annoy me. I’ve heard it so much, that it’s burned into my memory! OK, I get it…2 lbs of fudge = 1 free box of taffy…now create a sign, post it up on the counter, and let me get out of here! Upselling is one thing, but you can do it without annoying your customers.

Gift Wrapping
At this point, you’ve dealt with the over sampling, the “it’s a little over syndrome”, and the salt water taffy “deal”. Believe me, you have two things on your mind at this point, to get your fudge and get the heck out of Dodge. But, you aren’t done yet my friend. Now you’re asked if you want the fudge gift wrapped for free. Again, a nice gesture, but every single time you buy something, you have to hear this… “No, I just want to eat my fudge! You know, what I came for in the first place!” My kids are salivating, I’ve now wasted precious minutes of my life in your establishment, and I just want some freaking fudge. Ahhhhhh! Here’s a tip for the Fudge Kitchen. It’s a great idea to offer free gift wrapping, but again, invest in some signage and let people ask for it. Then you won’t frustrate your customers.

Coupon Stuffing
Now you probably think you’re in the clear, but unfortunately you’re not. Yes, you will have already started that slight walk towards the door as your order is being rung up, but the person helping you will turn around with a new time waster! Yes, now you have to hear about the coupons that you will be leaving with. Are you kidding me, Fudge Kitchen? I can’t even tell you what the coupons are for, since I typically zone out at this point, feeling woozy from the over selling, the over stuffing, the over sampling, and the over everything at The Fudge Kitchen. The last thing I remember was my wife grabbing the coupons, throwing my son over my shoulder, dragging my daughter out of the shop by her arm, and then all of us almost running over a few elderly people as we made a run for it. The Fudge Kitchen had literally driven us over the edge!

Lessons Learned:
So, if you are headed to the Jersey Shore and want some unbelievable fudge and think you’re brave enough to withstand the frustrating forces of the Original Fudge Kitchen, then follow my life saving tips below. You won’t regret it.

1. Don’t make eye contact with the sampler outside the shop. Look at your watch for an extended period of time, have your wife point to something in the sky, and then walk briskly into the shop.

2. Be prepared to accept the overage of fudge. Yes, over time this will add up and drive you crazy, but it’s probably best to enjoy the additional fudge and keep the process moving at the Fudge Kitchen so you can get the beach before the year 2046.

3. 1 free box of salt water taffy is not worth ordering 2 pounds of fudge! That’s 16 pieces of fudge! You don’t want to eat that much fudge and then have to do anything for the next week. :)

4. Bring a bunch of singles and lots of change with you. This way, you can give them the exact amount for your order and avoid two of the annoying pitfalls of the Fudge Kitchen (the gift wrapping questions and the coupon stuffing). You can grab your fudge and bolt from the store like a bat out of hell.

Quick Summary:
Again, the Original Fudge Kitchen has some of the best fudge you will find in the Northeast. Nobody questions that and it’s why I keep going back. However, as a marketer, I do question their sales and customer service tactics. Their product is so good that they really don’t need all the bells and whistles, especially when those bells and whistles actually do the opposite of what they are intended to do. They simply annoy and frustrate their customers and make them question whether or not they should return to the Fudge Kitchen. The good news is that this can change. The owners of the Fudge Kitchen can stop making their customers jump through hoops and start listening to them instead. If they do, then the sky is the limit. And more importantly, countless innocent vacationers won’t have to leave Cape May saying “What the Fudge?” ever again. :)

GG

Twitter For Business, 4 Things You Should Be Using Twitter For Today to Help Your Business

I’m a big fan of Twitter, the microblogging service that has become ridiculously popular over the past year or two. Whenever I tell someone about Twitter, I typically get a strange look. That’s especially true if I started explaining how I just “tweeted” something. A few chuckles usually follow and then I typically receive my first question, “So, what is Twitter?” After explaining what the service is (and what it isn’t), I usually get the next question, “Well, how can I use Twitter for my business?” Seriously, this happens all the time…it’s definitely a trend. Enough of a trend that I was thinking about recording my response on my Blackberry and then just hitting play when needed. ;-)

I believe Twitter is a powerful tool for connecting with customers (and prospective customers) on several levels. So, after hearing the questions I listed above too many times, I thought it would be smart (and helpful) to write this post. Now, if you don’t think that Twitter can help your business (whether you are a large or small business), then please read on. I’ll provide 4 ways you should be using Twitter today (yes, today) to help your business.

Defining Microblogging, Twitter and Your Followers
Let’s start with a few definitions. Twitter is a microblogging service that enables you to send short messages (140 characters or less) via SMS, IM, Email, and even via applications that were developed for Twitter (by third parties). Most of you who have heard of Twitter probably think of SMS (or Text Messaging), since that’s the communication mechanism that’s commonly connected with Twitter, so to speak. When you sign up for the service, you can start “following” others, and they in turn, can start “following” you. When you follow someone, you receive their “tweets”, which are their short messages, which will show up in your timeline. You can also choose to have those messages sent to your mobile phone via SMS. When people follow you, they are choosing to receive your “tweets”, or messages. Sounds simple, right? It definitely is simple from that standpoint, but the power of Twitter is in how you use it.

4 Things You Can Use Twitter For Today to Enhance Your Business
And when I say “today”, I mean today. You should sign up and get moving. If you follow the four bullets listed below, I’m confident you’ll see the power of Twitter. You just need to give it a try.

1. Connect with your followers and customers, and provide VALUE to them.
Twitter provides a powerful way to keep in touch with your customers. Think about it. You can start to promote your Twitter account in all your communications, in your email signature, on your cards, on your blog, your website, etc. to start to build up your followers. Some of your customers are going to dig Twitter because they want direct and fast contact with someone at your company. Twitter provides an unbelievable way for your customers to get in touch with you, and for you to get back in touch with them. For example, let’s say you have a new product launch. You can send a series of tweets out to your group of followers. You might even have some of your followers retweet your original message, which can really help get the word out. Are you expecting a service outage as part of an upgrade? Send a tweet to your customers letting them know that the service will be down for a few hours. Think about how many calls you will save your customer service center. Again, many of your followers will have SMS turned on, which means they will get your message on their mobile phone (wherever they are), versus just email…

I’m also a big fan of educating your customers on a regular basis. Keep in mind that this shouldn’t be about self promotion (completely). It could be more about your industry. For example, send tweets to your followers about industry news, cool websites you find, helpful blog posts, new tools that launch, etc. You can stay in front of your customers by providing valuable content that actually helps them. It’s a win win. So after you sign up for Twitter, launch a quick campaign for getting your customers to follow you. Explain the benefits to them and then point them to Twitter. Gain your following quickly.

2. Twitter for Customer Service (TFCS)
This is similar to the first bullet point, but more from a customer service angle. Using Twitter, you have the ability to handle customer service issues in near real time. I’ve seen quite a few tweets from people who are upset about a product or service WHILE THEY ARE USING IT. Imagine that this was your product or service. You might have the ability to resolve an issue before it gets worse…and before they tweet more…or blog about it…and maybe, yes maybe, they become loyal customers since you handled their situation so promptly. How about questions about your service? I have seen (and been part of), questions about products or services. For example, “Which smartphone do you like best?” “Which HDTV do you guys recommend?” or “Which vacation spot do you like better, Cabo or Hawaii and why?” These are great opportunities to learn what people are saying and you can easily join the conversation (just don’t hop in and start pitching your product). If you can provide valuable information, then feel free to get in touch with the person or group in question. This could be a great way for you to connect with many influential people in an industry.

3. Twitter and PR, Monitor Tweets and Respond Accordingly
Most PR professionals are using a number of tools to monitor chatter on the web, such as Google Alerts. Twitter should be another tool in your arsenal. I can tell you first hand how representatives of companies have gotten in touch with me based on my tweets. Some of my original messages were positive and others were not, but regardless, you can benefit as a company from monitoring these messages (and any replies). For example, looking for people buzzing about your products or services? You might find a number of people on Twitter that keep tweeting about your products. Well, get in touch with them! On the flip side, if you find a person that just hammered your product or brand, get in touch with them too. Twitter can be a great way to curb negative word of mouth. Putting a human element in the mix when someone is frustrated can be a great way to nip the problem in the bud. Maybe it was a miscommunication or that customer didn’t know about the latest upgrade or product offering. A simple Direct Message within Twitter might resolve the entire situation…and they might even tweet about the positive experience after it has been resolved. You cannot be afraid of doing this… If you are, then you won’t reap the benefits of the community. It’s similar to situations where I am talking to companies about blogging and I hear the question, “But what if we get a negative comment?” If that person is you, overcome this fear…you won’t regret it.

There are some good examples of companies using Twitter to connect with customers. For example, Omniture, Comcast, and Carnival Cruise Lines. I hope to see many more companies follow their lead.

4. Connect with others in your industry.
I have met some incredible people from all over the world using Twitter, and I can honestly say that I never would have met them without using the service. Actually, it’s really funny when you connect with someone close to your location and you never knew they were there! That has also happened to me a few times. It’s pretty easy in Twitter to find like minded people. You can use third party tools to search through tweets to find people talking about specific industries, products, services, brands, etc. Once you find their profile, you can easily start following them, and then you can check out their followers. Chances are you’ll find a number of additional people to follow in a relatively short period of time. Then, those people might start following you.

Now don’t stop there… You should join the conversation and communicate with others (yes, that means 2 way communication). If you do join the conversation (and I recommend you do versus sitting there reading tweets), then you can brainstorm, get answers, share ideas, and collaborate all via Twitter. Heck, you might find new partners, business opportunities, and ways to market…all via microblogging! I bet you never thought that would happen. :)

So there you have it. 4 ways to use Twitter today to enhance your business. Is it time consuming? You bet. Will it take a little time to get used to? Absolutely. Will it also take time to build a following? Definitely. But, in the end my hope is that you will come back to this post and comment about how happy you are that you took my advice! ;-) It’s all about execution, and now you need to take action. If you are still unsure, feel free to provide your questions below (or just get in touch with me). And, don’t forget to follow me on twitter. Hey, I can be your first “follow”. :)

Tweet Tweet

GG

Flim Flam to Protect Your Brand, How Boar's Head is Empowering Customers to Defend Their Reputation

I heard a radio commercial today that made me wish there were DVR’s for radio. In the world of marketing, there has been a lot of talk about word of mouth marketing (WOM), empowering customer evangelists, harnessing the viral power of the web, etc. So, when I heard a Boar's Head commercial about the old “flim flam”, I couldn’t resist visiting the website. Here’s a quick rundown. Boar's Head is an industry leader, has top notch products, and has a long and proud history. About 20 years ago (according to their website), they started hearing about the old “flim flam”, where a deli owner would show Boar's Head in the deli case, but then use some cheap deli meat when actually making your sandwich. How could they, right? Anyway, Boar's Head is unfortunately seeing this trend again today…but they have decided not to sit back and let it happen. But are they fighting back? Are they sending their own Boar's Head police to delis across the United States? No, they are relying on their loyal customers to defend their brand. I love it! Customers can call an 800 number and report any deli that pulls the old flim flam. In return for being such a loyal customer, Boar's Head will reward you. With what? I have no idea, but I’m assuming they don’t want the program to be taken advantage of, so you’ll find out your reward after calling in. I think this is a brilliant program by Boar's Head. Actually, I like it so much that I’m going to keep writing! ;-)

Empowering Customers to Defend Your Brand and Products
Now, if you’ve ever had someone misrepresent you or your products, then you know how icky of a feeling it is. I don’t blame Boar's Head for trying to take control of this situation. Actually, I love that Boar's Head can rely on loyal customers, I love that they’ve earned those loyal customers, and that they are providing a mechanism for their army of meat lovers to help defend the brand they’ve worked tirelessly to build. Yes, I said army of meat lovers. Think about it in terms of your own business. Let’s say that you suddenly heard that retailers were misrepresenting your brand, promising your product and then providing some cheaper version manufactured by a lesser company. Not good, right? You get angry, call your lawyers, and swear you’ll find each and every retailer doing this. Then it hits you…there’s no way you can. There is no way you can scale your small legion of in-house do-gooders. But what if you had a loyal following of customers? What if they cared enough about you and your product that they will call out those retailers? That’s right, Jane Saunders, age 78, calling out a retail owner for not providing the right product or brand. She walks up with her cane and tears into the owner, pulling out her Blackberry Pearl and calling up your customer service center to report the immoral business owner. How powerful is that? Now, that’s an army of do-gooders that can scale! There is a catch, though…you need to have made your customers very happy over the years to earn their duty. If you didn’t provide the best possible product, service, and understanding over the years, then you'd have no army. You would be giving your Patton-like speech to the sound of crickets. So now you’re probably thinking to yourself, “Do my customers like my products (and company) enough to defend them and did I earn their trust over the years?” Well Patton, now’s your moment of truth. :)

Be Like Boar's Head and Empower Your Army of Customer Evangelists
Thinking about your specific business, can a program like this help you? Can it really help protect your brand, while empowering customers, all while ensuring the quality of your products? Pretty powerful stuff if you could, right? Start to think about how you can build a program like this. What’s the cost? What reward would you give to your loyal army of customer evangelists? Is it that easy? Is it ridiculously hard? Will it backfire? These are all good questions and I’m not sure I can answer them here. But, how beautiful would that be? How confident would you feel to know that thousands of customers have your back when someone tries to do you wrong. Do you stop at protecting your products or do you ask for help in protecting your reputation, too? Is it purely offline, online, or a mixture of both? Do you provide levels to your brand protection program? Can customers build up their profiles as customer evangelists? Can they earn your version of a black belt? Sensei? Master of your brand? How far will your customers go to help you and your brand?

Do You Believe in Fighting the Flim Flam?
I applaud Boar's Head for taking these measures and empowering their loyal customers. They deserve a loyal following and they’ve worked hard to earn one over the years. I’d like to find out how the program is doing, is it working, have they found anyone taking advantage of the program, and does senior management really buy into customer evangelism? How can those answers help your business? Yes, Boar's Head has built their army of deli meat loyalists, but I have to ask you…can you build yours? I’ve posed many questions in this post on purpose and I’d love to hear your thoughts. Is Flim Flam a crazy attempt by Boar's Head or a brilliant move that will earn more customers?

The floor is yours.

GG

Banana Republic Meets and Exceeds My Valentine’s Day Challenge

In my last post, I traveled across the web to see which online retailers were targeting (and looking to help) Valentine’s Day last minute shoppers. I found a range of targeting (or lack of targeting) during my journey, including some websites without a mention of Valentine’s Day and others with dedicated sections for Valentine’s Day. Of the websites that I visited, Banana Republic was the winner, providing clear calls to action on the homepage, identifying next day delivery for last minute shoppers, and providing a dedicated section for Valentine’s Day gifts. They did a fantastic job.

My Challenge to Banana Republic
At the end of my journey on February 12th, I decided to purchase a gift from Banana Republic, trusting that their Next Day Delivery Service would come through. So, did Banana Republic come through? I know you’ve been eagerly awaiting the results, talking about my challenge at the water cooler, and even picketing outside my office to know the results. OK, that might be a stretch…but here are the results. :-)

Banana Republic not only met the challenge, they exceeded my expectations. Not only did I receive my gift-wrapped Valentine’s Day order the next day, I received it before 10AM. I was extremely impressed to see an online retailer make a promise to last minute shoppers and then exceed expectations. And, I don’t believe we are at the stage yet from an e-commerce standpoint where this happens often…

The Bigger Picture
Banana Republic exceeding my expectations like they did builds credibility and confidence in their company and service. When even the slightest doubt in a consumer’s mind will push them to exit the checkout process, experiences like this will help build confidence, which in turn, will help convert more customers. In addition, during the hiccup I mentioned in my first post, I was able to reach a customer service representative quickly and have my question resolved. I wasn’t thrilled with the answer, but she was polite and pointed me in the right direction fast. This also helps build confidence.

The Bottom Line for Online Retailers
If you target holiday shoppers (and I mean truly target holiday shoppers…) and want to follow an online retailer that’s doing a great job, check out Banana Republic. I will tell you that they have piqued my curiosity… I’m eager to test out Banana Republic during the Christmas shopping season. If they come through as well as they did here, I might just have to write another post! ;-)

GG

Valentine’s Day Online Shopping, Will Retailers Live Up To Shipping Promises

Let me start by saying that I already purchased gifts for my wife, children, and mother. ;-) But as I viewed various emails coming in yesterday from online retailers, I was shocked to find that only a few were still targeting Valentine’s Day shoppers. Yes, I know that they would only be targeting “last minute shoppers”, but they are still customers, right? And, last minute shoppers will always be there…it’s their M.O. So, I started wondering…which online retailers are targeting Valentine’s Day shoppers heavily? How visible are the promotions, what kind of shipping options are available, and how were they communicating to last minute shoppers? I decided to take a little trip around the web to see what I could find. I visited several of the websites that my wife buys from, and who knows, maybe I’ll be so confident that a gift will get here on time that I’ll make a purchase today! Cue cliffhanger music. ;-)

Sephora.com
My wife loves the website and their retail stores. At first glance, there is not a single mention of Valentine’s Day. Really?? I was shocked to see this…given that they are one of the most popular beauty retailers (with both a strong offline and online presence). I saw a promotion for free shipping over $75 so I clicked through. Nothing about Valentine’s Day. Let me add something to my cart and see if they mention Valentine’s Day shipping…Nope. Wow, so you’re telling me that the hottest beauty retailer is not paying attention to Valentine’s Day?? I think they need to rethink this approach…

Banana Republic
OK, so I’m not out of my mind to think this is a relatively important day to target…Banana Republic has a nice area of real estate on the homepage targeting Valentine’s Day shoppers. Thank you Banana Republic! “Ensure Valentine’s Day Delivery by WED, February 13th” (see visual below). Excellent. Big, red, and clear as day. So I click through the advertisement and I’m taken to a section dedicated to Valentine’s Day. They have a left side navigation breaking down their Valentine’s Day gifts by gender, product category, gift cards, etc. They also provide links to their shipping policy, returns policy, gift packaging, and other helpful tools. Banana Republic gets it...and I’m confident they are reaping the benefits of being so thorough. I just might be back to make a purchase before I end my journey across the web…read on.

Click the image below to see the full size graphic:


JCrew
Danger…the homepage had no mention of Valentine’s Day. I clicked through to a few product categories, but still no mention. I went to search the site for any mention of Valentine’s Day and to my complete disbelief, there wasn't an on-site search box on the page...a link to the search box was buried at the bottom of the page. It produced 0 results when I entered Valentine's Day. Then I used a site command in Google, which also showed 0 results. Wow, I guess JCrew believes that their shoppers don’t want to give JCrew products as Valentine’s Day gifts. ;-) Needless to say, I think JCrew can improve their Valentine's Day promotion...

Apple Store
Although not completely apparent on the homepage (it was hidden in the middle of the screen below the hero image), the apple store does provide a Valentine’s Day section. They actually have a gift guide, broken down by product category. They also have a left-side section in the navigation for shipping information (along with a link to their shipping calendar.) It only took me a minute or two to find possible gift ideas and to see if it would arrive on or before the 14th. In addition, the shipping calendar was broken down by product. Very nice. As usual, I like what Apple did here… I might be back before my journey is through.

Amazon.com
Upon hitting the homepage of Amazon.com, I clearly found links and promotional advertisements to their Valentine’s Day “gift central” section of the website. In this section, they break down possible gift ideas by several major categories, including color (yes, red, pink, white, etc.), flowers, chocolate, jewelry, fragrances, then by price, relationship, personality, etc. Within the website template, Amazon also provides a text link in the top right corner about 2 day shipping for Valentine’s Day, but I’m not sure that’s enough. It links to their Amazon Prime service, which is a premium service that enables you to earn fast shipping. But what if I just wanted to view the last day that I can place an order so I can have the products delivered by the 14th? I think Amazon did a great job with their gift guide, including getting you to the gift guide, breaking down the guide by category, etc., but as you approach the big day, you really want to know if your order will get to you on time. I know that it’s tough for Amazon to do this, since you might be purchasing from other vendors and shipping can be dictated by those vendors. That said, when you approach a holiday (which is obviously time-sensitive), you really want to know the final day that you can place an order to have gifts delivered on time. So, if it was a week out, I would say that Amazon did a great job…but being only 2 days out, I would be nervous ordering…

The Journey Ends…
That was my little trip around the web to see which websites were readily handling last minute Valentines’ Day orders and providing clear shipping schedules. Nobody wants to be disappointed on the 14th, so it was interesting to see the differences between online retailers. Based on my journey, the winner is Banana Republic. I think they earned it…they did a fantastic job of providing clear information about shipping for Valentine’s Day, they created a dedicated section for Valentine’s Day gifts, and simply made it easy to find the right gift… So although I’ve already purchased some gifts, I added one more this morning from Banana Republic. They are guaranteeing next day delivery, which means I should receive my order on the 13th.

Now, let’s see if they live up to their promise of Next Business Day Shipping. I’ll write a follow up post to let you know how it goes. :)

{UPDATE}: And just when I spoke so highly of Banana Republic, a problem pops up!… I added some items to my cart and didn’t see any option for next day delivery…it was only showing Standard Delivery of 4-7 days. That’s after they guarantee next day delivery for Valentine’s Day! So I called the 800 number and spoke with a very nice customer service representative. She explained that 2 categories of products in their gift guide cannot be shipped next day… But they are in your gift guide right next to your advertisement about next day delivery? "I know…she says…I’m sorry." Ugh. So I’m going back on the website to see if I can find something else that fits (no pun intended). OK, so I found another gift that I think my wife will like. I just placed the order using Next Business Day Delivery. Yes, this was a little hiccup in the process, but we’re back on track. I’ll let you know how this ends up!}

GG

Read Part 2 of this post, which contains the results of my Valentine's Day challenge to Banana Republic!

An E-Commerce Live Chat Case Study, Can It Help You Increase Conversion and Average Order Value?

Over the past year, there have been some studies completed to determine the impact of using live chat to increase conversion and average order value. Some marketers believe that providing answers to questions (via live chat) at critical stages during the purchase process can help increase your conversion rate. In a nutshell, it’s about proactively helping customers overcome barriers so they can make a purchase. A case study that comes to mind is the CompUSA Coremetrics study that showed a 10X increase in conversion when using live chat. That’s a powerful statistic, don’t you think? Let’s take a look at what happened to me the other day…

A Little Upgrade Assistance Please…
A few days ago I sat down to order a software upgrade, and before I knew it, I became part of my own case study! I was ready to place an order (literally having all of my contact and payment information entered) and then I remembered seeing a new upgrade version while quickly clicking through the website. I didn’t want to spend too much time, so I just added the version I knew that I wanted to my cart and started the checkout process. As I was entering my credit card information, a little voice in my head kept telling me to check the other upgrade version just in case… I didn’t want to lose all of the information that I just entered, so I clicked the live chat button (located prominently in the upper right-hand corner of the checkout page template.) I didn’t plan to use live chat during this online purchase…I just didn’t have a lot of time and didn’t want to re-enter my contact and payment information. I was ready to just place my original order when I clicked live chat.

Charles Helping Glenn…or Glenn Helping Charles...
Here is the transcript of my live chat session so you can see how it unfolded. I provide a short analysis of this chat following the transcript. Note, when I clicked the live chat button, I had $375 of software in my cart. Also, the name of the live chat rep and the company have been changed to protect everyone involved. :-)

The Live Chat Transcript:
Please hold as we route your chat to a representative.
Welcome! My name is Charles. May I assist you with your selection today?

Glenn: Hi Charles. I have a quick question.
Glenn: I am upgrading a software package and noticed a new upgrade version available on the website.
Glenn: It looked interesting, so I want to know if I qualify for the new upgrade version.
Glenn: I do own the software packages required for the upgrade, so I’m hoping your answer is yes. :)

Charles: It would be my pleasure to help you with this.

Glenn: How much is the new upgrade version again?

Charles: I'm glad to let you know that you can upgrade to the new version for $1250.

Glenn: Charles, I thought it was closer to $500

Charles: I'm sorry. It will cost you $650 for the current upgrade you have in your cart and $1250 for the new upgrade version.

Glenn: That’s weird; I’m seeing an upgrade price of $375 for the current version since I already own the previous version and then ~$500 for the new upgrade version.

Charles: If you have previous versions of the software package, you can receive the new upgrade version for $475.

Glenn: OK, I got it…that’s what I thought I saw earlier.
Glenn: So, it's $475 for the latest version of the upgrade? I just want to make sure.

Charles: If you have the most recent version of the software, you can definitely get the latest upgrade version for $475 and the one that’s already in your cart for $375.
Charles: Are you ready to place the order?

Glenn: I’m going to think about it for a second. It sounds good, though. Thanks for your help. I appreciate it

Charles: You’re welcome.

Glenn: I’m about to add the new upgrade version to my cart but I’m still a little confused with the language on the upgrade eligibility form. Again, I just want to make sure I’m eligible for the $475 upgrade.
Glenn: It's definitely $475 for the latest upgrade version, right?

Charles: Yes, you are correct.

Glenn: Cool, purchasing now...

Charles: Excellent.

Glenn: Thanks for your help Charles. The new upgrade version seems like a really good deal.

Charles: You’re welcome Glenn, is there anything else I can help you with?

Glenn: No, I’m good to go. I’m downloading the upgrade now…and will be using it shortly. :)
Glenn: Happy New Year!

Charles: Thank you for your purchase today!


My Live Chat Analysis
To clarify, I ended up spending $475 versus $375, but for an upgrade that definitely made more sense for me than my original order. So, have you ever been in a situation like this? You know, where you are sitting on a website debating whether or not to buy something or trying to decide which version of the product to buy. To me, this is where live chat is a killer application for e-commerce sites. Charles (more on him below), definitely helped clarify the latest upgrade, if I was eligible, and waited to ensure the order went through. Charles also generated an additional $100 for the order. So, I ended up a happy customer and the software company ended up just as happy (and with more revenue!) :)

The Live Chat Challenge for Marketers
If you read the transcript carefully, then the challenges you face while implementing live chat are glaringly obvious. In the beginning of the chat, I actually knew more about the upgrade pricing than Charles did. I could have easily taken his word and proceeded with my original order... If you choose to implement live chat on your website, you’ll need to ensure your reps are extremely knowledgeable about your products, pricing, upgrades, and promotions. If not, you’ll end up looking foolish and missing opportunities to increase conversion and your average order value. Heck, you could even lose customers by decreasing the credibility you built up prior to the live chat session. Remember, the point of using live chat in e-commerce is to help visitors overcome barriers so they can move forward with their purchase… Like many things in this world, the very thing that can help you can also hurt you if it’s not used properly.

In closing, I’m a believer in any application that can help you increase conversion or your average order value while also making your customers happy. And it really hits home when it happens to you! Think about this...if Charles and his coworkers can achieve the same result 10 times per day in a 200 day work year, then they could generate an additional $200,000 in revenue for their company.
($100 increase in order value x 10 orders per day x 200 days in the work year = $200,000)

Now think about your business…do you believe that live chat can help you increase revenue while also making your customers happy? It just might be worth a try, right? Just make sure your “Charles” knows your products inside and out! :-)

GG

Enterprise Rent-A-Car : The Story That Everyone Wants to Hear!

It ends up my blog post from last week about the drivers of word of mouth marketing had an interesting effect... no matter who I've spoken with recently about web marketing, we somehow come back to the 7 drivers listed in my last post! It’s a weird phenomenon. :-) Over the past week I’ve listened to many stories about how WOM has impacted a wide range of businesses, and out of the 7 drivers of WOM that I listed in the post, the “Extraordinary Customer Experiences” listing really seemed to resonate. I believe this is because it’s something that you as a business owner can directly impact. During my conversations about WOM, I’m inevitably asked if I have an extraordinary customer experience to tell. No, not a client example, but my own experience as Glenn Gabe. That’s actually an easy question for me…it’s my experience with Enterprise Rent-A-Car… hands down. When I tell people about my experience, I get the same reaction almost every time. “You need to write a blog post about that!” So, based on popular demand, here it is… Buckle up and enjoy the ride. No pun intended. ;-)

Have You Heard the Joke About a College Grad, a Bus, and a Resume?
I had just graduated college and I was ready and eager to interview with companies in Corporate America. I was hoping to land a great job in New York, living only 40 minutes outside of the greatest city on earth (OK, I’m biased). I received a call from Perrier about a position in their NYC office. I did a solid job on the phone interview, and I was asked to visit the Manhattan office for a second interview. Cool. I’m excited. So, I had 2 decent choices for getting into NYC from where I lived, the bus to the Port Authority and a train to Hoboken where I could pick up the path to midtown. Being completely inexperienced with commuting to NYC at the time, I chose the bus. I won’t explain all of the intricacies about why the train is better, but to me, the train rules. So, it’s a hot and humid summer day in NY (more on this later), I’m dressed in a new suit that doesn’t really fit well, and I’m off to Manhattan for my interview, ready to take on the world.

Summer in NY
It was 90 degrees that day with high humidity, which means I was miserable as soon as I left the air conditioning… I parked my car near the bus stop and waited for the bus to show up. The 10 minutes waiting for the bus felt like I was in the Sahara Desert and knowing that I had to stay in that suit while acing my interview was starting to freak me out a little bit. Remember, I’m right out of college. The bus arrives and we’re on our way. I noticed immediately that it was really hot on the bus. That’s the proverbial red flag number 1. Just a few minutes into the ride, I noticed the smell of burning oil. Uh oh… Red flag number 2. About 10 minutes into the trip, the bus broke down. So, here I was, at least 2 to 3 miles from my car, on a hot broken down bus, and with no idea how long it would take to fix. And, since I was new at the job hunting game, I didn’t leave enough time in case something catastrophic happened, like this… so there was a good chance that I would miss the interview. Great…

Go West Young Man!
Well, it was actually North, but that’s not important. I climbed off the bus and loosened up my tie, now throwing my jacket over my shoulder. I thought I might as well start walking back to my car. Remember, cell phones weren’t very popular at this point… It’s not like I could quickly call a taxi from the side of the road. I had about 45 minutes to get into NYC for my interview. Only a few minutes into my walk, I came across a line of stores, one of which was an Enterprise Rent-A-Car. Not knowing exactly where I was in relation to where my car was parked, I wanted to ask someone if I was on the right path. So, I walked into Enterprise, sweaty and frustrated and asked if I was heading in the right direction. The manager answered, “Yes, but you’ve got a few miles to walk back to your car.” I frowned, thanked him, and turned back to the door when he asked another question, “Are you going on an interview?” See, I actually looked more like a college grad going on an interview than I thought I did at the time! Big shock, right? I was young, wearing a new suit, and held a cheesy portfolio in my hand (of course with nothing in it but a copy of my resume and blank paper!) So I answered, “Yes, but there’s no way I’m going to make it, since it’s in NYC”. He didn’t hesitate and grabbed his keys. “I’ll drive you to your car. Let’s land you a job.” On the way to my car, I thanked him a few dozen times and even tried to pay him! He of course wouldn’t take any money, but he asked that I follow up with him to let him know how the interview went (and if I made it in time). “You bet I’ll follow up!”

An Important Lesson…Nobody Knows What Happened 15 Minutes Ago…
I hopped in my car and drove into Manhattan like a bat out of hell. I was lucky…I didn’t hit much traffic. I flew through the Lincoln Tunnel, parked near Penn Station, and ran into Penn Plaza. I even got to the office with a few minutes to spare. The hiring manager actually needed a few extra minutes to finish another interview. Phew…no problem. :-) “Tell him to take his time”, I said to the receptionist. That’s when I learned a great lesson that I’ve taken with me to this day. No matter what happens before a sales call or meeting, how hard it is to get there, what happened on the way, heck, what happened on your way up the elevator, nobody knows that… You just need to perform to the best of your ability in the moment and deal with any circumstances later. Anyway, I didn’t mention what happened with the bus to the hiring manager, I did a great job on the interview, and I was pushed to the next level, which was an interview at Perrier headquarters with the Regional Manager. To make a long story short(er), I landed the job and spent the next 7 years at Perrier. Those 7 years truly helped build the entrepreneurial platform that I use every single day. They gave me the best training, education, and real-world experience necessary for me to grow professionally. To me, my experience working at a large company that was going through tremendous growth, with the ability to learn, execute, test, while furthering my education, was critical to my success… Those 7 years definitely changed my life.

“We simply work hard to be the best.”
That quote is directly from the Enterprise Rental Car website, and boy, do I believe that! See, what the manager of Enterprise Rent-A-Car did that summer day truly impacted my life. It’s not a corny cliche, it’s real life. He didn’t need to drive me anywhere… I wasn’t a customer at that point, and never had been. But, he went above and beyond…actually he went way above and beyond. Think about it, how many of your employees would do what he did?? Not many, right? I ended up writing a letter to his Regional Manager about my experience and I hope they plastered that story all over Enterprise Rent-A-Car Land. He deserved to be promoted…and that very day. And of course, I followed up with him to thank him another dozen times.

They’ve Earned a Lifetime Customer Evangelist
My Enterprise Rent-A-Car story is truly an extraordinary customer experience, and one that will be hard for any other company to beat (at least personally). So, when I travel and I’m presented with several options for rental cars, you bet I go with Enterprise every single time I can. I don’t think twice. In addition, I also recommend Enterprise any chance that I get, and coincidentally, this is typically during the meetings that I’m traveling to!...so it’s darn targeted. :-)

So, have you experienced extraordinary customer service like I did? I’d love to hear your stories (and they don’t need to be as crazy as the one I listed above!) I know the stories are out there…

GG

7 Drivers of Word of Mouth Marketing (WOM)

Word of Mouth Marketing (WOM) has become a hot topic over the past few years in marketing. The web has helped foster the explosive growth of WOM, since it’s a powerful catalyst for spreading the word to targeted individuals in mere nanoseconds! Many companies hear about “empowering customer evangelists” and they want to jump right in. Of course, it’s not that easy, but it is a powerful marketing channel that I recommend to most of my clients (if it fits). More on that later… In my experience over the past 13 years, I have seen how the power of WOM can impact a business. It can be a powerful driver of buzz and sales, to say the least. So why do some products connect with customers and others sit in what I like to call “WOM Limbo”? Let’s face it, some products seem to start a fire under customers and others wander by, simply as part of a business transaction.

So, what drives WOM in customers?
I’ve thought about this a lot over the past 4 or 5 years as WOM has grown in popularity as a marketing channel. In addition, I’ve helped clients try and harness the power of WOM to grow their own businesses and I’ve also kept a close eye on the industry. Last, but definitely not least, I’m a customer evangelist myself, and proud of it! When I find something that impacts my life, I love to tell people about it. So, my consulting, research, observations, and my own experiences as a customer evangelist helped me identify some of the key drivers that cause people to buzz about their favorite products and services. Note, this is obviously not a complete list of all drivers of WOM, but it’s a good start.

1. The “I can do that?” Factor
Meaning, a product or service enables you to do something that you were never able to do. DVR’s come to mind. How many people are ridiculously busy now with work, kids, social life, etc? VCR’s didn’t cut it, and people were not able to catch the shows they wanted to see. Hello TIVO, and now hello DVR’s from every major cable company. When I bought my first TIVO, you couldn’t shut me up. My wife literally had to put a Hannibal Lecter-looking grill on my face to shut me up! :-) Note, you can read more about my adventures with TIVO and the Comcast HD DVR here. The bottom line: Enable customers to do something that they could never do before, and it can be a huge driver of word of mouth for your business.

2. The Early Adopter
Do you know someone who always wants the latest and greatest product? I do, and these people are buzz engines. For example, they buy the latest gizmo and want to tell the world about it. iPods, iPhones, Blu-ray HD DVD players, HD TV’s, and gaming systems like Xbox all come to mind. Not only do early adopters buzz about their latest gadgets, they typically have a platform to drive the message. Can you say blogging anyone?

3. Extraordinary Customer Experiences
We all know what this means…when your experience was so good that you feel obligated to tell the world about it. For me, BuyCostumes.com, Barnes and Noble, Survey Monkey and Amazon.com all come to mind (online). Offline examples include Honda, Enterprise Rental Car, Marriott, and the Ping G5 Driver, the latest weapon in my golf arsenal. :-)

A Small Business Tangent: When I think about small business WOM, the party supply store in my town called Party and More comes to mind. It’s run by a woman (Denise) who truly gets customer service and word of mouth. The first time I was in her store, she spent time speaking with my 3 year old daughter. She gave her a free balloon and was genuinely interested in my daughter’s stories. Then, I saw Denise after my son was born and she gave me a display of balloons for my wife, and also spoke with my daughter about the new addition to our family. Actually, I didn’t even know that Denise owned the business since she was spending so much time with me and my family! Now every time we go to that shopping center, my daughter asks if we can go see “the balloon lady”. And we often do… I also jump at the chance to tell people to go there.

4. It’s So Close, You Can Taste It….So to speak.
Taste and smell are powerful senses…so it should be no surprise that people love to talk about food. Find a healthy alternative to french fries that tastes great, and you’ll probably tell 50 people about it. Or, if you are part of an online community or utilize social media sites, you might be able to tell thousands of people, and fast… For restaurants, you jump up another level…since service is now part of the picture. Now you need outstanding food and good service. Most people know that restaurants depend on positive word of mouth to survive, and negative word of mouth can put them out of business faster than you can say “Check please!”

5. Health
If a product or service positively impacts the health of customers, they tend to want to tell the world. Stories of people diagnosing a problem on WebMD, even when their own doctor didn’t catch it, will drive more people to the site. Omega 3 pills are another good example, with studies showing the impact on mood, brain power, retention, memory, cholesterol, etc. Diets are another good example, since one person that successfully loses weight can drive hundreds or more to the try the same style of diet. We’ve all seen that happen, right?

Or, how about the latest craze, Dr. Oz on Oprah. Now, would Dr. Oz be as popular today without Oprah? Probably not, since she was the catalyst for his explosive growth. That's the power of a famous influencer. More on influencers later in the post... WOM has taken over with Oz and many people are talking about him now. So, it looks like you're not in Kansas anymore Dr. Oz.

6. The Power of Children
If it impacts your children, you’ll shout it from every mountain top. Parents would do anything to help their children. Moms and Dads are big drivers of WOM for children’s products, whether it’s toys, cribs, strollers, bedding, car seats, food, etc. Don’t believe me? Visit the babycenter forums and browse around. You’ll be shocked at how much activity goes on there…and for products you never thought existed. Well, like the Munchkin Fresh Food Eater for Babies. My son loves it...

7. It Gives You an Edge Professionally
Everyone wants to succeed at work. So, new applications, classes that enhance your skill-set, new sources of information, new ways to find leads, etc. can all drive WOM. In addition, influencers within specific verticals can drive a lot of business. If you receive an unsolicited endorsement from a key figure in an industry, watch out. Your website may go down from the explosion of traffic. Seriously, I have seen this happen and it’s amazing to watch. In addition, the people calling after reading that endorsement are typically ready to buy. They tend to feel that if John likes it, and they know John, then it's good enough for them. That’s powerful. Note, key influencers actually apply to all categories, but my last point was focused on professional wom (i.e. a leading consultant for leadership development endorsing a new class.)

So, those are 7 key drivers of WOM. Again, this wasn’t meant to cover every driver of WOM, but it’s a start. I plan to expand on this topic in future posts, so stay tuned.

But I’d like to hear from you now. Does your product or service fit into one of these categories? Or is it in WOM Limbo for some reason? I’d love to hear your thoughts.

GG

Effective Email Marketing with BuyCostumes.com

I love Halloween. It’s my favorite holiday of the year. It’s the only time during the year when I can scare people without the fear of getting arrested! :-) In the past, buying costumes was always something I did at one of those fly by night Halloween stores that pops up a month before the 31st and is gone by November 1st. Thanks to the web, buying costumes has gotten much easier. I’ve been a big fan of BuyCostumes.com for some time now. I’ve been buying from them for 3 years and each purchase has been a great buying experience. So, when I received their latest email, which prompted me to buy 2 costumes and some cool accessories, I figured it would be a ghoul, I mean good time to write a post that I’ve been meaning to write for a while.

Email Marketing and BuyCostumes.com
BuyCostumes.com has always done a good job at keeping in touch with me. And based on my positive experience with them, along with my love for Halloween, I’m also happy to check out their site to see their latest and greatest costumes and offers. Now, I've explained in a previous post how I believe that email marketing to your internal list is the most powerful online marketing channel. How powerful? Here's a good example. I remember speaking with a friend of mine about a month ago regarding Halloween (he also has 2 kids.) I explained that I needed to get moving and figure out what costume I was going to buy and that I just received a good offer via email. He quickly said, “You mean the email from BuyCostumes.com?” That’s powerful. So, I wanted to focus on what I believe are some of the key elements of BuyCostumes.com's effective email marketing.

The Email Creative:
Their email marketing creative always intrigues me enough that I click through to the site. They provide great visuals of their products and always provide excellent offers (like the most recent offer: spend $100 and receive $20 off). I knew I would spend $100, so their offer was a perfect fit. In addition, they always provide their offers in the upper right hand corner in a bold and dark font (easy to see). I also know to always look there to find the details of the offer. The subject lines they use are direct and typically explain the offer.

For example:
“Still time to save - 3 Killer Halloween Offers”.
This was a reminder, so I was already aware of the offers. Their creative always includes html text and images, giving people with connection issues or email clients that block images a way to find out more information. I can’t tell you how many times I have received emails with one block image, which can kill your campaign’s response rate…

They Don’t Bombard Me (Unless it’s Halloween...)
I never feel like they bombard with me emails, but I also don’t feel like they’ve been out of touch for too long. Yes, as we’re approaching Halloween, their email activity has definitely picked up (as you would guess it would), but it’s Halloween and I understand this is their big quarter. They have provided great offers along the way, all with a relatively short lifespan (which is smart). It’s hard to give people a sense of urgency if you give them a month to buy something. Actually, with email, an offer that expires in a month will probably never get used. Your email will drop below the fold in someone’s inbox, never to be seen again. Most email campaigns have a 3 to 5 day lifespan, and I’ve rarely seen a lifespan of more than 2 weeks.

Here’s an example:
BuyCostumes.com sent me an email with 3 great offers, which I left in my inbox. Then, like everyone, I was slammed with work. I made a mental note of one of the offers and moved on to my work. So, a few days later, I received a reminder, which immediately drove me to act. That's smart email marketing. I always recommend blasting a follow up to people that haven’t responded to the first email, if possible. The reason is simple…people are ridiculously busy and it’s entirely too easy for your email to fall below the fold in someone’s inbox. Then it’s history. A reminder is a smart way to take "should-have-been conversions" to "actual conversions".

BuyCostumes.com (the website) Meets Your Expectations
When you click through to a site like BuyCostumes.com, your hope is that it meets your expectations. The website should have a great selection, be easy to navigate, offer excellent imaging functionality so you can see costumes up close and personal, provide fun accessories you might need to polish off your Halloween costume, and of course offer competitive pricing. BuyCostumes.com definitely does not fall short. I’m a big horror fan, so to click Adult Costumes, Horror, and then drill into costumes for men makes it very easy for me to target what I’m looking for. Then they enable you to drill down even further by clicking a subcategory within Horror, like Horror Movies. The costume listing dynamically changes based on your criteria. With thousands of costumes on the website, this functionality makes finding the one you want much, much easier.

Product Detail Page Imaging Functionality (Pan and Zoom)
Once you find a costume, you can easily zoom into an image (which opens in a new window). You can pan and zoom to get a better look at the costume, which is almost essential if you are serious about your costumes (like I am). Although they do have pan and zoom functionality, I actually think BuyCostumes.com can do better in this category. But, if you break it down, the fact of the matter is that you can get a good look at the costume using their current functionality. More on this later in my post.


Ratings and Reviews
They provide ratings and customer reviews, but I didn’t see many reviews… That’s a double-edged sword with providing reviews. It looks really bad when nobody is reviewing your products! So, I’ll help them out here…

Customers of BuyCostumes.com, review your products, let other customers know what you think, and make their buying experience even better! I just added a review so I’ve done my job. :-)

{Update: BuyCostumes.com launched a campaign to drive more reviews, and they added a nice incentive for customers (a chance to win a BuyCostumes-sponsored $150 Halloween Party). I recently received the email from BuyCostumes asking me to review the costumes that I just purchased. More about this later in the post.}

Search Functionality and Breadcrumb Trails
They have excellent search functionality, enabling you to search specific sections of the site and not just the entire site. They also provide a breadcrumb trail so you can easily find your way back to previous screens.

A Great Closer - Easy Ordering Process and Timely Shipping
I have always found it easy to order from BuyCostumes.com. Once you choose "checkout", it’s basically one step to submit your order. Their email correspondence is fast and provides you with all of the information you need (order details, track your order, contact customer service, etc.) Shipping is fast and I’ve never had a problem with the speed at which it arrives or the condition of the packaging. They’ve built up a lot of trust with me, which is extremely hard to gain and very easy to lose.

Possible Improvements for BuyCostumes.com
Don’t get me wrong, as you can see I think they do a great job. That said, there are always ways to improve.

* Segment their email list
I have always purchased horror costumes, yet I always get their general emails (which tells me that they haven’t segmented their list). It would be nice to get an email based on my previous purchases. For example, “Hi Glenn. We’ve noticed that you like our horror costumes. Here are the new horror costumes for 2007. Or, here are the top horror costumes from 2006.” So on and so forth. By the way, there are probably a thousand link-bait ideas for them, being a costume website!

* Provide Better Imaging Functionality
As I stated earlier, they provide good pan and zoom functionality, but I still think there is better technology out there. I think this type of imaging functionality is critical for buying costumes, so it would be a good idea for them to take a look at other solutions.

* Better Ratings and Reviews
This is not easy, since it’s based on customer participation. That said, they could encourage their customers to join the community and improve the site. Actually, it could be a good way to launch a word of mouth marketing campaign. For example, how many customers are as happy with BuyCostumes.com as I am? Probably quite a few. Tapping into passionate customers will only help their business, and WOM has become one of the hottest areas in web marketing. Also, how about a blog?? How fun would that be?

{Update: As I mentioned earlier, BuyCostumes launched a campaign to drive more reviews (very smart.) I received an email asking me to review my costumes for a chance to win a BuyCostumes-sponsored $150 Halloween Party. I explained above that I thought BuyCostumes.com should launch a campaign like this, and coincidentally, they did! And in true BuyCostumes form, they did a great job with the campaign. The email creative was clear and helpful, even providing the actual costumes you purchased with a link to the review form. Once you hit the site, the review form was extremely thorough, which will definitely help future buyers make informed decisions. And my favorite piece of functionality…you can upload photos of yourself (or your friends) in the costume! Fantastic idea… Great User Generated Content (UGC). The results? After browsing the site today, I see many more reviews. The campaign is working and I’m confident that these new customer reviews will help BuyCostumes meet and exceed customer expectations.}

I’ll close my post with two points…
1. If you are a Halloween fan, definitely check out BuyCostumes.com (and sign up for their email alerts). You may never buy a costume from another store or website.

2. If you are a web marketer and want to see a great example of effective email marketing, driving customers to a site that meets (or exceeds) their expectations, then you should also visit BuyCostumes.com and sign up for their email alerts (see link above).

By the way, I’ll be set up outside my house again for those of you trick or treating in my neighborhood…that is, if you dare…{cue evil laughter}. ;-)

GG

TIVO HD DVR at $300 - Too Little, Too Late?

As I mentioned in a previous post, I was a TIVO fanatic. Notice the word “was”. From the second I bought my first TIVO, I became a word of mouth marketing machine for the product. As a customer evangelist, I was my own viral marketing channel for TIVO (no pun intended). It’s what every company strives for, right? Get people so jazzed up about your product that they find ways to tell the world about it. Whether it’s in a blog post, at a party, at the park with your kids, at work, on a plane, train, etc. You get the point! So, with HD booming over the past few years and everyone buying HD TV’s, how would TIVO respond? If you want HD resolution, then you didn’t want to use a standard definition TIVO box. TIVO fans eagerly waited to see…

Well Hello Competitors!
As cable and satellite companies (like Comcast in my area) introduced their DVR’s at extremely reasonable prices, more and more people started to try them out. They were integrated into the cable box, supported by the cable company, and the installation just seemed “cleaner” than installing a TIVO. Again, TIVO fans waited to see what TIVO would do… Personally, at that time, I loved TIVO and would not give the Comcast DVR a try just yet… I was a loyal TIVO fan.

TIVO Offers Their HD DVR!!!...
…At $800? What? When most HD TV’s range from $1200 - $2500, you want to charge me a whopping $800 for a DVR?? Seriously? No, come on…you’re pulling my leg. There’s an extra zero in there or something. OK, I’m going overboard here, but this was my first reaction. So I was stuck…I loved TIVO, didn’t want to go to the dark side of using a cable company, but I wanted my HD TV!! I really have no idea what TIVO was thinking. They basically thumbed their noses at their top customers…the people that spread the word about their product like wildfire. Forcing them to make a decision like this was dead wrong. And, that TIVO's marketing department thought this was a good idea scares me as a professional.

The Call to TIVO Customer Service
So, reluctantly, I made the move to Comcast’s HD DVR, and overall, I was happy with the product. There are definitely some things I don’t like about it, but overall, I’m happy. Then I had to call TIVO to cancel one of my plans (I have 2 TIVO’s and one would remain hooked up to a standard def TV). The woman I spoke with was extremely nice and customer service oriented. I was expecting the AOL-like method of not letting you cancel the plan, but I didn’t experience that. She was professional, empathetic, and made me feel that I was her first call of the day (which I knew wasn’t the case…) Now, you should notice the word I used above “empathetic”. This is because when she asked why I was canceling one of my plans, I explained that $800 was ridiculous and although I love my TIVO, the smart decision was to make a move to Comcast. Then I waited to here her pitch for staying, why the HD TIVO was worth the $800, so on and forth. But, I didn’t hear that at all…you know what I heard?? “I hear you Glenn…to be honest, it’s hard for us to even afford the $800”. What?? That’s from a TIVO employee for crying out loud!! Now, if that’s not a reason to second guess your marketing strategy, then I don’t know what is.

Months Later, TIVO introduces their “Affordable” HD DVR
Great. Whoopee. Now I feel like they insulted my intelligence. This is what I was asking for months ago… I actually would have paid $400 back then. I said this all along to my wife. “If they were only a few hundred dollars less...” $400 was my limit, but they kept it at $800. Now, after making the move to Comcast, I’m supposed to do a double flip and buy the $300 HD TIVO? I don’t think so. Note that the $300 TIVO is a different product than the $800, but for the average customer, that doesn't matter.

It’s funny. In the past, whenever I heard someone talking about TIVO, I got a warm and fuzzy feeling inside. Now when I hear “TIVO”, it’s a much different feeling, like I just walked into a cheesy car dealership and a guy with a skinny tie, wearing floods, with a toothpick sticking out of his mouth just approached me. “Hey boss, looking for a new car? We've got some great prices...”

It’s funny how a marketing strategy can take someone from being a company fanatic to someone writing a post like this. Ouch. It truly is sad.

So, what do you think? Is it too little, too late?

GG

Pop Quiz - Trendsetter or e-Commerce Blunder?

Online shopping is booming, companies are investing in their websites at a staggering pace, and innovative web technologies are enhancing the e-commerce experience for shoppers. “Click and buy” is now understood by almost everyone sitting at your dinner table…even the grandparents. Based on the first line of this blog post, and the fact that I’m a web marketing consultant, you would think the rest of this post would paint a rosy picture of buying online, right? Although online shopping works well most of the time, there are those times that push my patience to brink. This is one of them.

Here’s the pop quiz:
Based on the photo above, which one of the following statements is true:

A) Glenn decided to be a trendsetter and have the front of his sneakers be different colors. He wants to start a marketing craze where sneakers don’t entirely match.

B) Glenn has always wanted to be mad scientist with a lab in his attic. There he can sew together “Frankensneakers” for the world to buy. {Cue mad scientist laughter}

C) Glenn ordered sneakers online and wasn’t able to view the actual sneakers he would be buying, only to receive sneakers that weren’t manufactured correctly.

Although I do like being a trendsetter and the name “Dr. Frankensneaker” does have a ring to it, the correct answer is C. ;-)

My History with Adidas Trail Running Sneakers:
A quick background first. I love Adidas trail running sneakers. I started running 15 years ago and I’ve tried many of the top sneakers. For me, nothing has come close to Adidas Trails. That said, I don’t like looking like a jogging clown, even though I can juggle and create balloon animals. :-)

You Can Use E-Commerce to Buy Almost Anything, Right?
Based on what I do for a living, and the fact that I buy almost everything online, I decided to visit shopadidas.com and buy sneakers online. Keep in mind that although I’m a huge advocate of e-commerce, it can be tricky if you need something to fit perfectly (especially when you are going to be jogging a lot miles in a pair of sneakers…) I was willing to take the risk.

Buying Sneakers Online at ShopAdidas.com:
The buying process was seamless. ShopAdidas.com has an excellent website, enabling me to find the line of Adidas Trails easily and efficiently. They also provide great zoom and pan functionality once you are on the product detail page. Sure, I couldn’t try them on, but I’ve been wearing Adidas Trails for 15 years. I was confident that the sneakers would fit. I hoped anyway… In 10 minutes, I had found sneakers that I liked, purchased them online, and now I just needed to wait a few days to receive them. They arrived 3 days later (definitely within my e-commerce shipping window of tolerance), and yes, they fit perfectly! Excellent. Keep in mind, my focus was on how they fit and not how they looked. It’s funny how our eyes can play tricks on us… I didn’t even notice the front piece of the shoe, you know, the one that stares you right in the face when you look down!

Are You Kidding Me? This is what went wrong??
Never in a million years would I have thought that an improperly manufactured sneaker would the problem.

I was entirely prepared for the following e-commerce issues:

* A bad shopping experience
* Poor pricing or high shipping charges
* Not being able to track my order properly
* Shipping taking too long
* The sneakers not fitting properly

But none of these things happened. The experience was great until I put on the sneakers, actually went for a run, drank a Gatorade, and then looked down….What? The front of one sneaker is green and the other is grey!

ShopAdidas.com Customer Service:
What would they say, right? The quick facts: I already wore the sneakers, the box is gone, but the sneakers weren’t put together correctly. Let’s see how this goes over at ShopAdidas.com. I called and spoke with a great customer service rep. She completely understood my situation and didn’t care that I wore the sneakers already. Not once did I hear a hint of skepticism, which I was completely prepared to hear… The call took 10 minutes and the customer service rep issued an RMA# (return authorization) which I received via email (with a shipping label) a few days later. Note, I think the email should have arrived immediately, but that’s the way it goes. Also, I would still need to purchase another pair of sneakers online, since they can only credit my account. I think they need to be able to issue a replacement, but their system cannot handle it yet...

The Positive Note:
It is amazing what a good customer service experience will do. At least they stepped up, admitted that it was their problem, and handled it quickly. I think many other companies need to follow ShopAdidas.com when it comes to accountability. I will buy from them again, but for me, there aren’t 3 strikes in my e-commerce game. There are only 2 (and sometimes 1 if the customer service experience doesn’t go so well…) I hope my next experience is a better one.

So what’s the lesson here?
I guess there are a few, and I’ll try and summarize them below:

* Buying online has improved dramatically over the past few years, but don’t get too confident. Until you can reach through your screen and hold the actual product that you are going to buy, there are still times where you can benefit from buying at a brick and mortar store.

* Customer service can make or break a buying experience. If the ShopAdidas.com rep didn’t act so quickly and understand my situation so well, I’m confident that they would have lost my business for a long time.

* The hassle of buying online, waiting for a product to arrive, finding a problem, contacting customer service, waiting for the RMA#, boxing up the product to return, dropping off the package at UPS, and then having to reorder the product again, takes a lot more time than running out to a store and buying sneakers. Aren’t the core benefits of buying online speed, selection, and efficiency? I guess only when it works perfectly, right?

So now I have a decision to make (and one that I’ve had to make in the past – see my post about Best Buy In Store Pickup). Do I purchase the sneakers online again and hope for the best or do I run out to the store and just pick them up? I’m a busy guy, so I might actually purchase them again online.

Am I a glutton for punishment? You’ll need to check back to find out…

GG

{UPDATE} OK, so when I left off, I had to ship my sneakers back to Adidas and then wait for a credit (which I found out could take 30 days after receiving the shipment). I went ahead and trusted that Adidas would follow through and issue the credit, and I ordered a new pair. The funny part was that ShopAdidas.com now didn’t have my size in stock! So, I visited a shopping engine to find out pricing and availability at several online stores. I found the sneakers I wanted in my size (and at a $12 discount from what I originally had paid). They should arrive early this week. As for Adidas, I received an email on Friday explaining that they did issue the credit. So, it all ended up ok. Sounds like an e-commerce soap opera, doesn't it?? The problem is...I don't like soap operas. :-)