We chatted, and by the time I’d finished, I came out with a new Garmin Edge bike computer (I’ll write more about the horrible experience with Garmin’s site later). … This week in the mail I get this: What a fantastic piece of reinforcement of my purchase and a personal way to emphasize their personal service and support.
An aside, that seems like a horribly negative name, perhaps that’s why the keep telling us (on NPR within the last hour) that they used to be Horn, Murdoch, Cole. … Not what they stand for, why I should get to know them, but who they haven’t been for over TWO years. … This stuff is not that hard, You do work hard to define the business you are in, the way you relate to your customers, what your products and services are; and then you tell them the story, over and over again. … It’s not that legacy should be forgotten, but there are few, very few, organizations for whom it should, or can, be the marketing route to the future.
However, I do think that the poor product marketers responsible for Quaker Instant Oatmeal have had to carry this a little too far – something you never thought you would hear me say! … It struck me how different the two – at first glance – similar product packages were and I wondered if this was legal advice at work, or whether someone in the product department was being overzealous.
As it happens I was driving – via the Mojave desert and a few days of photography on the way down, and Yosemite for more pictures on the way back (you can see the results at www.brearleyphoto.com) and so chose my arrival to coincide with a drive through the Mojave National Preserve. … I get that she was completing something for the previous guest, but no greeting, no smile, no ‘I’m sorry, this is going to take me a moment’, I stood there, ignored whilst the people after me who were ushered to other clerks departed for their rooms.
This of all relationships was the most personal and close to home – my entire financial data and life – was simply passed on to someone I didn’t know – and I was told after the event. … I got a (very) strangely written form letter – it didn’t say so, but I got the impression that they were being obliged to close down by Ford – which said that there were two alternative Ford dealers close by.
They are a nice device and work well on aeroplanes (I got them after leaving TWO pairs of in ear noise-reduction headsets on aircraft inadvertently – never to be seen again).
…And it is clear that if you can get customers to try – especially when corralled for a long time in a perfect trial environment – they will buy.
I was in the UK this week – I’m always fascinated to watch the TV ads and see the differences in approach between the UK and the US. One ad that really grated was a Renault car ad – it will become clear why! The premise of that ad is a tour bus taking visitors…