The report sheet shouted at me and my heart froze in disbelief! This was like the Emperor strutting around to show off his 'regal' attire while onlookers could see that he had no covering at all! Stark naked!!!
What am I on about, you ask?
You see, there was this seasoned Group Leader who presented an image of being experienced and accomplished, and there was no reason to doubt his credentials. But lo and behold: it was a time of corporate disclosure and everyone's track record was being shared while doing a whole group assessment. And, his statistics showed that he was consistently doing worse than anyone else, would you believe? So much for his having years of experience and panache eh? His credibility of ably promoting the Brand was now damaged for lack of concrete evidence although we had previously given him the benefit of the doubt.
You know what the most horrifying thing is though? This state of delusional grandeur could hit any one of us! Yes, it could, if we start believing our own fanfares without being willing to be vulnerable to our peers. They are the ones who promote the same Brand (perhaps differently) and understand its attributes and customers well enough to provide informed feedback. Hmmmmmm - all well and good if we are willing to hear them out, and allow ourselves to be critiqued in order to excel.
But HOW can we get such feedback while protecting our egos and saving our reputations too? The key really is firstly to admit to ourselves that no matter how good we are, market environments are dynamic and what works in one place or time may not work in another - no blame necessary. Second step is to genuinely encourage credible people to give their opinions, and thirdly to get another set of people to evaluate those opinions. Voila! Peeps, when it comes to our own performance, we are not the best judge of it because our emotions are too involved. Seriously!
It's not difficult to set up a feedback system (formal or informal) that will enable you to stay popular with your customer - I'd be glad to provide an objective view. Just call me at +603-21697704 or email evelyn@atheneumgroup.net and we'll get started.
BRING ME THE BRAND AND I'LL INCREASE ITS PROFITS!
Showing posts with label Customer feedback. Show all posts
Showing posts with label Customer feedback. Show all posts
Sunday, July 17, 2011
Saturday, September 25, 2010
YUK! Nutritious or not, throw it OUT!!!
Yes, that's precisely what I thought, looking at the 2 presentations of pale food. True, they were packed with nutrients, but OMG they looked quite tasteless and off-putting. Bleah! God gave us taste-buds for a reason, don't you think? I do!
(You know what? This bleah encounter reminded me of a party reportedly thrown by the famous Alfred Hitchcock - Director of award-winning suspense movies like 'Psycho'. He was well-known for his parties and to be invited was an honor! Mr. Hitchcock also had a good sense of mischief though ;-). And this time, the invitations were for an -ahem - 'blue' party. Guests turned up with curious anticipation and sat down to dinner. The stream of courses tasted sublime - his chef was the best - that is, after you'd ventured to taste them. You see, the joke he played was to order ALL the food to be dyed blue before being served, and delicious though they were, they were simply ghastly to behold! Wicked sense of humour, eh?)
Tell you what, the women making the presentations (about how to choose well, eat more and lose weight - its working for me, btw) were well-groomed, smiley, informative, BUT were loud and disrespectful to their audience. Add that to the bleah food and quite honestly, if not for respecting my host I would have walked out. Yes I would. They didn't mean it that way, but the experience was a turn-off.
The food would have been attractive without compromising the message if it comprised a variety of colorful vegetables, and the presenters could have taken a moment to assess the levels of the audience instead of talking down to us.
Hmmmmm. Guess what, folks? WE just might be doing the same - our products and services may excel, but we might unknowingly be sabotaging our pitch by the way we package and/or present them. This is where engaging 'mystery shoppers' helps us to sustain and even enhance the delivery of our brands by providing us with candid feedback.
Brand Audits can be simple and affordable and very valuable for retaining customers. Want some feedback about entry-level Brand Audits? I'd be glad to chat - just call 6-03-21697704 and we'll get started.
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
(You know what? This bleah encounter reminded me of a party reportedly thrown by the famous Alfred Hitchcock - Director of award-winning suspense movies like 'Psycho'. He was well-known for his parties and to be invited was an honor! Mr. Hitchcock also had a good sense of mischief though ;-). And this time, the invitations were for an -ahem - 'blue' party. Guests turned up with curious anticipation and sat down to dinner. The stream of courses tasted sublime - his chef was the best - that is, after you'd ventured to taste them. You see, the joke he played was to order ALL the food to be dyed blue before being served, and delicious though they were, they were simply ghastly to behold! Wicked sense of humour, eh?)
Tell you what, the women making the presentations (about how to choose well, eat more and lose weight - its working for me, btw) were well-groomed, smiley, informative, BUT were loud and disrespectful to their audience. Add that to the bleah food and quite honestly, if not for respecting my host I would have walked out. Yes I would. They didn't mean it that way, but the experience was a turn-off.
The food would have been attractive without compromising the message if it comprised a variety of colorful vegetables, and the presenters could have taken a moment to assess the levels of the audience instead of talking down to us.
Hmmmmm. Guess what, folks? WE just might be doing the same - our products and services may excel, but we might unknowingly be sabotaging our pitch by the way we package and/or present them. This is where engaging 'mystery shoppers' helps us to sustain and even enhance the delivery of our brands by providing us with candid feedback.
Brand Audits can be simple and affordable and very valuable for retaining customers. Want some feedback about entry-level Brand Audits? I'd be glad to chat - just call 6-03-21697704 and we'll get started.
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
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