Elizabeth Keserauskis

Building relationships and making connections

Who’s Behind the Curtain??

Have you ever gotten excited by a technological advance on a website where you are trying to do business, only to have your hopes dashed by the fact that it is fake?? You nearly had to peel me off the ceiling this morning when I was paying a credit card bill online. I was irritated by the fact that they were charging me a $10 fee to make a same day payment, whereas two days later it was free. I fully understand that the credit card companies need ways to monetize their products, but irritating nonetheless.

They almost redeemed themselves when they had a live chat window to confirm the amount of your same day payment–here was my chance to complain about the fees to a customer service rep! The minute I strayed from the “script” they expected from me,  I got the “please call this number and we will answer your questions.” Aaaah! There was NO real live person behind this chat! They even made up names, because I got a different name the second time I went through it! I would far rather they just don’t give the appearance of a live chat option than to bait and switch me! A lower tech site would have impressed me more, because they would not promise me anything they could not deliver.

So what does this mean for a business and marketing? A lot! Bottom line- don’t pretend you are something you are not, and don’t promise things that you cannot deliver!

Getting back to Marketing 101- hopefully you have defined a brand promise and value proposition for your customers. But can you deliver on that promise? The fastest way to destroy your brand is to have your customers lose faith in you. Shall we talk about Toyota? BP?

Your brand platform/promise is not only driving your external marketing, but it also serves as an internal compass driving the operations of your organization. If your employees do not understand your brand promise, how can they possibly be delivering on your promise to your customers? Thoughts?

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July 21, 2010 - Posted by | connecting, engaging, marketing, relationships | , , , ,

1 Comment »

  1. Great post!! Companies have not got it yet that we the consumers are getting smarter than they are!! I’m on Twitter @mommaude I’ll follow you!!

    Comment by Maude | July 21, 2010 | Reply


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