The MadAveGroup Blog
The MadAve Blog (313)
Many otherwise successful technologies have their drawbacks. VoIP technology is no exception.
VoIP - Voiceover Internet Protocol - allows telephone calls to travel via the Internet rather than through traditional land-based transmission lines.
While VoIP systems can reduce the cost of individual telephone calls, they can also be a factor in the lower quality audio your callers experience. Read "Why Does Some On Hold Marketing Sound Bad?" in the BusinessVoice blog.
Also, an I.T. professional is often needed to upload On Hold Marketing files to a VoIP telephone system. That can cause a headache or two for a company's marketing team. Read one such story in this BusinessVoice post: "VoIP: A Potential Problem to Consider."
Have you heard about reputation management companies and wondered how they work?
Their goal is to put the best possible spin on your brand by suppressing negative online content and search results.
They might create content that's designed to rank higher in search engines than the bad comments of your actual customers, or they might reach out to your dissatisfied buyers and encourage them to retract or update their critical reviews. They use other tactics as well.
So, should you hire a reputation management firm?
There's a grocery store somewhere that invites parents to take a free piece of fruit for their kids to snack on while they're shopping.
And there's a barber in Iowa who gives kids free haircuts. All they have to do is read a book while they're in his chair. (See the story.)
What's important to you and your company? Is it promoting healthy eating or reading skills? Or maybe it's pet adoption like we told you about in this post.
As a business, you and your team have tremendous power to spark change and make a difference, even if it's only in your neighborhood. And good ideas spread so rapidly these days that your actions could easily inspire others around the world to follow your lead.
It doesn't take a huge budget or time commitment to get started; just a desire to leave the world a little bit better than you found it.
Let us know what you're doing in the Comments section.
RELATED POST: Unlikely Partnerships Can Make Complete Sense
Your company or product logo is very important, no doubt. But you already knew that.
What you may not have considered is how important it is to represent your brand audibly.
The marketplace is visually crowded, packed with plenty to see. So, while an effective visual identity is crucial, the need for a memorable audio logo is now just as important.
Read this quick blog post from our BusinessVoice team. It's called "You're Just a Few Notes Away from Building Greater Brand Recognition."
You'll hear samples of famous audio logos that will demonstrate how effective a short snippet of sound can be at getting you to think about a brand.
Want to talk about what goes into creating an audio logo for your company? (It's an interesting process.) Call me at 419/724-7330.
There are several good reasons to let us create your radio and TV commercials.
1) We believe that the impressions you make via broadcast channels can last well beyond the short time your spots are actually on the air. When the message and creative are right and the production is well executed, your commercials will resonate with your audience and provide long-term value for your brand.
2) When you leave the production of your commercials to the radio or TV station, there's a very good chance your spots will sound like most of the other spots they produce. That means your commercials are less likely to stand out and make the kind of impression that moves your audience to action.
3) Most radio and TV stations will throw in the creative and production free of charge when you buy air time. But ask yourself: how much effort and care will any station put into something they're giving away? Good commercials are worth paying for. Bad commercials can be costly to your brand image and waste your marketing dollars.
4) If you're already our client, we know about your goals, who you are as a company, and the brand identity you want to project. We're invested in your success, so you can be sure that we'll develop radio and/or TV content and a strategy that address your short and long-term goals.
When and Where to Air Your Spots
Creating effective commercials is important to the success of your broadcast advertising, but if your spots are not seen or heard often enough by the right audience at the right times of the day, or if they cost you too much to air, your campaign may not be effective.
That's why we recommend using the services of an experienced media buyer. These experts know where and when to place your commercials in order to best reach your target audience. They also can leverage the total volume of time they buy in order to secure a lower rate for you.
Through discovery and understanding your needs, our experienced media buyers can craft a strategic approach that will minimize your risk while advancing your exposure.
By the way, our media buying services don't cost you any additional money!
Call us for more details: 866/473-9000.
It's been a tough week for me, TV-wise. (#FirstWorldProblems)
There have been volumes written about both of these shows by people far more qualified to dissect the art of television drama and comedy than I am, so I won't even attempt to add my two cents about what made these shows great.
I merely want to acknowledge their effect on my life and suggest one way they might have touched yours.
I fell in love with Dave Letterman during my college years. He was irreverent, defiant, curmudgeonly, uncomfortable in his own skin, and a truly refreshing comedic voice. Along with Steve Martin and Bill Murray, Dave was one of my comedy heroes. As a student, I even sent a packet of material to him, hoping it would land me a gig as a staff writer. It didn't. (I over-shot by proposing a new feature called "The Top 11 List.")
I was instantly attracted to Mad Men because of its setting in a New York advertising agency. I found the show mysterious, sensual, cool, remarkably detailed and visually stunning. It was thrilling to watch Don Draper think through his clients' needs and deliver creative solutions. And it left me nostalgic for an era I was too young to appreciate as I was living through it.
Both shows have been inspirational to me for many reasons. But, hopefully, they've reinforced for all of their viewers the value of great work; beautiful, carefully crafted, passion-filled work. Work that's designed to have an impact. Work that's built to last. Work that stays true to the one-of-a-kind vision of its creator.
We'll be watching - and talking about - both of these shows for a long time because that's the kind of work they are.
And no matter what you do for a living, I wish for you that same approach to your work.
On May 2nd, I called a local lawnmower shop to have my riding mower picked up for its annual service.
Cammie - the lady who runs the service department - told me she'd have one of her drivers pick up my mower on Tuesday the 5th, and that the service process would take 7 to 10 days.
The mower was still sitting in my driveway the night of Wednesday the 6th.
When I called to find out why, Cammie had no idea who I was or what I wanted. She had lost my order.
The mower was finally picked up on Friday the 8th.
When I called the shop Saturday the 16th to check on its status, Cammie told me that her team had not yet started work on my mower, and that it would be at least another three days until I could have it back. Over this two-week period, my grass had literally grown to the middle of my shins.
Frustrated, I asked how she was going to make this right. "What do you want me to do?" Cammie replied. "I've been getting yelled at for this same problem for the last three days."
Look - as a company, you're going to mess up.
A system will break down, or a weakness in your process will be exposed, or a team member will just plain drop the ball.
No company or employee is perfect, so disappointing customers is bound to happen now and then.
But if you don't prepare for that inevitability you're asking for trouble.
Empower your staff to make customers happy when things go wrong. That includes accepting responsibility for the problem, empathizing with customers, and giving them the tools to re-earn a customer's trust.
Then, encourage your employees to manage up. If they know of a problem anywhere in your organization – especially if it affects the customer experience – they should feel free to tell their supervisor.
Cammie's admission that "I've been getting yelled at for this same problem for the last three days" tells me that either she didn't bother to tell her manager about her department's issues or that management did nothing to address her concerns. Develop a culture or a process that makes managing up easy and non-threatening. The information you get from the front lines will be invaluable.
Retaining customers is a constant effort. Most of them will excuse a mistake now and then if you react politely and swiftly to correct it. By preparing for failure, you can salvage the customer relationships your sales and marketing teams work so hard to win.
You should know about these two phone calls.
One call was placed to a single-location medical facility; the other to a link in a national chain of office supply stores.
Neither call produced a positive experience, which is why you should read about them. The stories may help you avoid the same mistakes, and prevent brand damage and lost revenue.
These situations are certainly not unique, which is good news for your brand. If you can deliver a great experience to each of your callers, you will enjoy a differentiation that encourages repeat business and long-term customer relationships.
RELATED POST: Are You Prepared for Failure?
You may have heard that Google will soon be adjusting the way it ranks websites for users on mobile devices. And, yes, if your website isn't mobile-compatible, your traffic count is likely to suffer.
Read the WebArt blog post "A Huge Opportunity to Boost Your Mobile Traffic."
It's easy to build a website and then forget about it.
It's easy to get the variable printing tools in place for your branch locations and then walk away.
In fact, it's understandable why you might set up any type of automated system and then assume you never have to think about it again.
But that could be a costly assumption. Or, at the very least, a little embarrassing.