As some of the readers of this blog know, I frequently travel by RV. Given that we have many clients scattered throughout North America, many in small, difficult-to-reach places, an RV makes a lot of sense. Plus, I get to travel in the company of my wife and, this trip, my dog (not sure how she likes it).
One of the things that happens when I travel by RV is life tends to slow down and I have more time to read articles and books I don’t normally read. On this trip, I have focused on news about innovative new products, specifically in fields that may be over saturated, or there is the feeling that there is no room to innovate. I want to highlight three that caught my attention.
Guess what folks? I’M BACK! After a brief hiatus, the man with questionable grammar and curiously conversational writing style has returned.
I was stunned by a terrible commercial the other night. I couldn’t wrap my head around it and for the life of me I couldn’t tell you what they were selling or identify the company (even after extensive Googling). It fell into the realm of “weirdvertising” which is my made-up word for an ad where the content has nothing to do with the product whatsoever or just makes you pay attention with its sheer oddity. This… ‘thing’ got me pondering the good and bad in commercials or ad campaigns.
In the past, I have written about the importance of consistency in delivering a great service experience. In my opinion, you will likely win at the service game if you deliver good, no great, customer service consistently (rather than having it great one time, average the next, and not-so-good the next time). I want to highlight a critical component of delivering consistently great customer service which is not taking loyal customers for granted.