Concepts

CONVERSATION STARTERS

Attitude -> Perception -> Communication -> Behavior -> Relationships -> Marketing -> Success -> Satisfaction

Branding & Marketing

Love is infinite. Attention is limited.

Avoid surprises, but provide suspense. Anticipation can be powerful.

Don’t confuse loyalty with loneliness.

Disruptions might be disrespectful. Execute collaborative tactics such as offering to schedule your calls.

Small companies don’t need big brands.

Repetition is an effective tactic towards recalling knowledge. (A great example is advertising. There’s a good reason you often see the same ads.)

Facilitation requires participation. If both parties aren’t interested, the actual party won’t be interesting.

Less is more with social media. Quality is crucial.

Managing your business relationships is more important than maintaining your social media accounts.

No one will love your business or brand as much as you.

Even Pepto-Bismol has a Twitter account.

Exploit your expertise. Your credibility as an expert will encourage sales. Let the market know that you offer more than just products or services.

Even with marketing, diversification is critical. Less eggs, more baskets.

Know what you’re selling and more importantly, make sure your customers know what they’re buying.

Anyone can “do marketing,” but not everyone can do it well.

Marketing itself is easy, but it’s people that can make it difficult.

The less you follow the more you lead, so be sure that you write more than you currently read.

Engagement & Loyalty

Teach them a lesson they’ll never forget.

Make their business your business.

Be specific or you might be mistaken.

It’s okay to be shallow as long as you’re sincere.

Curiosity is not criticism.

Don’t confuse confidence with carelessness.

What you may think is disrespect may simply be a disconnect.

You might see some things better when you close your eyes.

Always be professional. Retaliation is never good for one’s reputation.

Constructive criticism is often far more effective than uncivilized hostility.

Over-communicate even at the expense of appearing excessive.

The best way to become and remain unforgettable is to remember your customers.

The customer is always right unless they’re completely wrong (for you).

Constructive feedback fuels friendship.

Understand, accept, forgive… and if and when necessary: avoid the wrong customers.

Relationships with customers: exhausted, existing or exciting.

A friend in need is a potential customer.