Where is the Puck?

5 Steps to a Social Media Avalanche of Customers by By Doug Firebaugh… (abbreviated and adopted by Ivan Surjanovic – see the original article here: http://www.sitepronews.com/archives/2010/jun/21prt.html 1. CONNECT Connect with people on Twitter, on Facebook, on LinkedIn, on Youtube… 2. CONVERSATION Start conversation.. show interest in others… 3. VALUE Bring in the magnet to pull [...]

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According to Frederick F. Reichheld (article in Harvard Business Review) “if growth is what you are after, you won’t learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you….”. Reichheld conducted a survey with more than 20 questions in order to determine [...]

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At the annual Fortune Brainstorm Tech conference last month in Pasadena, technology and media executives spoke of new must-have products and services… One of the new trends: more and more companies embracing the social media. Social networks like Twitter or Facebook enable instant feedback, collaboration, discovery and engagement so important for the group work. However, [...]

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Still not sure about “Ivan’s Law” and 10-300 rule? Consider these numbers below, then brainstorm with your team how to create Wow! factor in your business. It pays to wow your customers! – COMPLETELY satisfied customers are six times more likely to repurchase products than merely satisfied customers (Jones and Sasser, Why Satisfied Customers Defect, [...]

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Small things make a huge difference. Go the extra mile. Wow your customers. Wow your employees. Exceed their expectations… Do 10% more or better than your competition, and you will TRIPLE your chance to win the next customer… Call it 10%-300% rule if you wish. Remember, your future depends on your ability to delight!

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Undercover marketing is a type of “guerrilla marketing” where, according to Wikipedia, “consumers do not realize they are being marketed to… For example, a marketing company might pay an actor or socially adept person to use a certain product visibly and convincingly in locations where target consumers congregate…. While there, the actor will also talk [...]

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Apple is a great company. According to Fortune they are America’s and world’s most admired company in 2008! Ever wondered what made Apple such a great company? What makes them so admired both by customers but also by their investors (with total annual return to investors of 94% over the past five years)? It is [...]

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I went to the Ikea store the other day. Time and again I am amazed with the way they do their business. No wonder they are one of the world’s most successful companies. No wonder their owner, Mr. Ingvar Kamprad, is ranked #4 on Forbes 400 list of billioners. IKEA taught me something: Marketing is [...]

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Part 6 on KNOW-WOW!: the art of delighting to achieve success in business. DeQ is a three dimensional representation of your success in delighting. Its result is not a single number, but rather a matrix consisting of three numbers from 0-9. The ideal score would be: 9, 9, 9. Your DeQ can be determined by [...]

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Part 5 on KNOW-WOW!: the art of delighting to achieve success in business. Are you perceived as a giving company? Are you delighting your customers? Are you admired in your community or among your employees? The good news is: There is a way to measure your success in delighting There is a way to improve [...]

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