AMS Digital Specialist, Sandra Todic was among the presenters in this week’s Podcast Palooza. She enthusiastically broke down her favorite points from Marketing Book Podcast Episode 174: Would you do that to your mother? Their weekly interviews with best-selling authors help you keep up with what’s working in the quickly changing field of modern marketing (and sales). Named by LinkedIn as one of “10 Podcasts that Will Make You a Better Marketer.”
This episode hosted Jeanne Bliss, the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Often called the “godmother of customer experience”, she consults and trains companies on customer service and experience.
Goodness driven growth
One of her big points in this episode was GOODNESS DRIVEN GROWTH – Basically, she says small acts of “goodness” can achieve growth by increasing profit margins, customer loyalty, and shareholder value in the long run.
There was a study conducted by Siegel & Gale that looked at customer service departments of select companies in the U.S. They found that companies that do not provide simple customer experiences are leaving an estimated share of $86B on the table.
This backs up Jeanne’s point perfectly. Leaving any money on the table is something every business wants to avoid. Companies have an opportunity to grow by simply showing a simple act of kindness and sincerity with their customer.
Companies should challenge the status quo
A great example of this is Virgin Hotels. When you first go to a hotel what is one of the first things you notice? The expensive Wi-Fi? The overpriced room service and mini bar? Hotels have always looked for ways to squeeze extra cash out of your pocket.
Virgin Hotels saw this as an opportunity. They saw the complaints from customers at every hotel in the world and changed all those inconveniences. They made Wi-Fi free and all food and drinks from room service and minibars street priced.
What happened? Well, they became the #1 hotel on The Traveler’s Choice Award and was still highly profitable despite their “small act of kindness”.
Marketing is no longer the main branding tool
Branding is more than just marketing. It is about the people you hire and represent you and what your company stands for. Marketing and branding is nothing if you don’t have the people at the front lines to support and push that same narrative. It will fall apart at some point if you do not!
At AM Strategies, we are always on the lookout for innovative, charismatic thinkers, so send your podcast recommendations our way!