The Business Growth Blog by Rob Cuesta

What do you have to do to get customer satisfaction around here?

We seem to live in a world where fewer and fewer companies are willing to do something for their customers out of a sense of service. Instead they have to be cajoled, coaxed and ultimately threatened before they'll take action.

A few months ago I suspended my membership of a subscription music site while I decided whether to continue. I'd forgotten about this until I got an email advising me that my latest payment had gone through successfully. I was understandably err "peeved", as it had happened without any warning. At the very least one would expect a reminder saying "your holiday period is ending soon. Do you want to renew?"

Before you get into social media, what does your audience look like?

I just found a new online tool that could just be ESSENTIAL for any business that is serious about using social media to reach its target audience.

Forrester Research's Groundswell Consumer Profile Tool will give you a "technographic" profile (think demographic for the internet age) of your audience based on country, age and gender. There are 8 categories of user and a link to an explanation of each category. More detail and analysis can be found in Forrester's new book "Groundswell".

Unmissable :)

Customer satisfaction? It's the unexpected extras that count

Recently, I had a nasty dent in the rear wing of my car. The insurance company chose the body shop they wanted me to use so I dropped it off.

Three weeks and four aborted attempts to return my car later, I finally have it back. The first time, the paintwork was full of bubbles. The second time, the bubbles were gone but it looked like the whole thing had been rubbed with emery paper and left. The third time, the repair was a different colour from the rest of the wing, and they had splashed my rear bumper (fender, for the Americans among you!) with grey primer - not a good look for a flame red coupe! The fourth time, they brought the car back with the engine management light on. Suffice to say, I was NOT happy.

Fifth delivery, and I finally got Mr Tibbs (it's a Hyundai Tiburon - what else would I call it?) back on Tuesday, and as soon as the delivery driver left I went inside to draft a strongly worded complaint. It's all forgotten now though, so what changed my mind?

Do Your Targets Hear The Sizzle?

There's an old advertising adage that says "Sell the sizzle not the steak". In recent years, it's been distorted and misapplied by less scrupulous ad-men, to become "sell the sizzle, and forget the steak". marketers have taken products with little or no real value to the consumer and hyped them up just to increase the price. It's the basic premise behind the book "Never Mind the Sizzle...Where's the Sausage?" which I reviewed last year.

Of course, one of the common misconceptions people have about personal branding - and branding in general - is that it's ALL about the sizzle, so I thought this afternoon I'd look at the world of sizzle and steaks.

Have you made yourself scarce?

Have you ever paid over the odds for a 'limited edition' of something? Have you ever felt an irresistible urge to buy something NOW because it was part of a limited offer? And what about those REALLY old (and rare) bottles of vintage wine that sell for thousands, even though everyone - including the seller AND the buyer - know that the wine is undrinkable after so many years?

The answer is simple...    

Personal Branding and the Accounting Profession

Even as far back as 2005, members of the UK's Institute of Chartered Accountants were being advised to work on their personal brand. Addressing that year's prizewinners and the Institute's annual awards, Steve Easterbrook (UK CEO of McDonalds) said: “Chartered Accountants are in such high demand due to their well-rounded flexibility. [Accountants] learn from and observe business management competencies, behaviours and soft skills - both good and bad. To be respected today you have to be authentic. You must understand who you are, your strengths, your weaknesses and your personal values. By being open about these and by being consistent you will be able to build and protect your own reputation.”

6 Steps for Creating a Social Media Marketing Roadmap & Plan

Social media can be a bit of a maze. It's no longer just about telling your friends what you've been up to: alongside blogs we have mashups, file sharing (the legitimate, business-useful kind like Slideshare.com), podcasts, wikis, video hosting, music sharing, bookmarking...

How do you make sense of all of those and use them to support your marketing efforts - personal or corporate? For one approach, take a look at this post by Lorna Li.

Ever wondered how to use Twitter in marketing for real?

Here's how one company did it: http://socialmediatoday.com/school/80680

Ask yourself: how could you use a similar approach on another network: Facebook, MySpace, LinkedIn...

Starting a Social Media Team

Social can seem like a bit of a minefield in the corporate environment - after all, who wants their staff mouthing off online about their petty gripes in the workplace (at least that's how a lot of corporate executives still seem to view the medium), so I was pleased to find this post about how to set up a corporate social media team, though it's applicable to organisations of any size, and just as relevant in the not-for-profit sector.

Niche personal brands

As I sat the other day lecturing some undergraduates on corporate strategy, I started to think about Michael Porter, the guru whose business model I was explaining.

Probably 80% of the people reading this have just gone "Michael who?" And that's fine, because the chances are that if you've never heard to Michael Porter it's because you didn't need to. For the other 20%, though, he is likely to be a major figure in many professional conversations, or at least in their daily thinking at work.

Now, does that make him any less powerful a personal brand than, say, Oprah, Bill Gates or Richard Branson?