Comments on: How to Kill Your Brand in One Easy Step http://www.chrisg.com/kill-brand/ Build your business by sharing what you know Mon, 06 Feb 2012 23:38:26 +0000 hourly 1 http://wordpress.org/?v= By: Alex @ SQL Training http://www.chrisg.com/kill-brand/#comment-13986 Alex @ SQL Training Wed, 04 Aug 2010 16:07:37 +0000 http://www.chrisg.com/?p=1171#comment-13986 A nice article, you are right chris almost all people are honest, well ALMOST....... A nice article, you are right chris almost all people are honest, well ALMOST…….

]]> By: Teena http://www.chrisg.com/kill-brand/#comment-13976 Teena Sat, 31 Jul 2010 12:49:53 +0000 http://www.chrisg.com/?p=1171#comment-13976 Great article. I had this transaction online way back where I outsource one on my SEO activities and guess what, so much to my dismay I canceled my subscription and for 2 months in a row, they still billed me. I tried and communicate with them but later on I realize that all was automated. I have to replace my card in order to prevent further fees from them. $150 is still $150...and I hate it when they gave them like 5 star review for their service...it's not true at all. <br><br>I have to agree with your post...first impression is really important treat them the way you are expected to treat them...the advent of new technology made jobs easier yes, but then customer service should always be treated on a personal level. Great article. I had this transaction online way back where I outsource one on my SEO activities and guess what, so much to my dismay I canceled my subscription and for 2 months in a row, they still billed me. I tried and communicate with them but later on I realize that all was automated. I have to replace my card in order to prevent further fees from them. $150 is still $150…and I hate it when they gave them like 5 star review for their service…it's not true at all.

I have to agree with your post…first impression is really important treat them the way you are expected to treat them…the advent of new technology made jobs easier yes, but then customer service should always be treated on a personal level.

]]> By: Sean SEO Marketer http://www.chrisg.com/kill-brand/#comment-13937 Sean SEO Marketer Thu, 29 Jul 2010 23:56:44 +0000 http://www.chrisg.com/?p=1171#comment-13937 Chris, did you get any call from that company later? Because a company doesn't miss the chance of getting personal if they want the highest quality data about potential customers. Chris, did you get any call from that company later? Because a company doesn't miss the chance of getting personal if they want the highest quality data about potential customers.

]]> By: chrisgarrett http://www.chrisg.com/kill-brand/#comment-13936 chrisgarrett Thu, 29 Jul 2010 08:57:54 +0000 http://www.chrisg.com/?p=1171#comment-13936 It is certainly my experience that most people are honest, perhaps a case of selective memory but I don't think so :) It is certainly my experience that most people are honest, perhaps a case of selective memory but I don't think so :)

]]> By: chrisgarrett http://www.chrisg.com/kill-brand/#comment-13935 chrisgarrett Thu, 29 Jul 2010 08:57:18 +0000 http://www.chrisg.com/?p=1171#comment-13935 Human and accessible is a much overlooked brand builder :) Human and accessible is a much overlooked brand builder :)

]]> By: chrisgarrett http://www.chrisg.com/kill-brand/#comment-13934 chrisgarrett Thu, 29 Jul 2010 08:56:53 +0000 http://www.chrisg.com/?p=1171#comment-13934 My experience in the Apple store is usually great, and when I get the rare "staff member on an off day" it is even then better than my usual non-apple store experience. Eg. they know their products rather than just the prices ;) My experience in the Apple store is usually great, and when I get the rare “staff member on an off day” it is even then better than my usual non-apple store experience. Eg. they know their products rather than just the prices ;)

]]> By: chrisgarrett http://www.chrisg.com/kill-brand/#comment-13933 chrisgarrett Thu, 29 Jul 2010 08:55:49 +0000 http://www.chrisg.com/?p=1171#comment-13933 Transparency is indeed important but I think it is a symptom of basic customer care. If personal proof is required I should have been aware BEFORE paying? Transparency is indeed important but I think it is a symptom of basic customer care. If personal proof is required I should have been aware BEFORE paying?

]]> By: chrisgarrett http://www.chrisg.com/kill-brand/#comment-13932 chrisgarrett Thu, 29 Jul 2010 08:54:43 +0000 http://www.chrisg.com/?p=1171#comment-13932 Yup, Amazon is a great example of putting the customer first. Yup, Amazon is a great example of putting the customer first.

]]> By: chrisgarrett http://www.chrisg.com/kill-brand/#comment-13931 chrisgarrett Thu, 29 Jul 2010 08:53:55 +0000 http://www.chrisg.com/?p=1171#comment-13931 Thanks :) Thanks :)

]]> By: chrisgarrett http://www.chrisg.com/kill-brand/#comment-13930 chrisgarrett Thu, 29 Jul 2010 08:53:38 +0000 http://www.chrisg.com/?p=1171#comment-13930 My point is there is a gulf between their marketing and the actual experience of being a customer. No amount of advertising or word of mouth is going to help their brand if they do not fix this. Brands are built and destroyed through experience, one customer at a time. They could have gotten an advocate, instead they prevented the potential loss of, what, $10. My point is there is a gulf between their marketing and the actual experience of being a customer. No amount of advertising or word of mouth is going to help their brand if they do not fix this. Brands are built and destroyed through experience, one customer at a time. They could have gotten an advocate, instead they prevented the potential loss of, what, $10.

]]> By: chrisgarrett http://www.chrisg.com/kill-brand/#comment-13929 chrisgarrett Thu, 29 Jul 2010 08:51:40 +0000 http://www.chrisg.com/?p=1171#comment-13929 Exactly, that experience is going to have much more resonance with you than anything they or anyone else says Exactly, that experience is going to have much more resonance with you than anything they or anyone else says

]]> By: chrisgarrett http://www.chrisg.com/kill-brand/#comment-13928 chrisgarrett Thu, 29 Jul 2010 08:50:53 +0000 http://www.chrisg.com/?p=1171#comment-13928 I think in this case they realize I am a person and that is what worries them ;) I think in this case they realize I am a person and that is what worries them ;)

]]> By: chrisgarrett http://www.chrisg.com/kill-brand/#comment-13927 chrisgarrett Thu, 29 Jul 2010 08:50:28 +0000 http://www.chrisg.com/?p=1171#comment-13927 Still working on it. I'd be willing to give them another go if they can just believe that I am not a criminal without me having to jump through these hoops :) Still working on it. I'd be willing to give them another go if they can just believe that I am not a criminal without me having to jump through these hoops :)

]]> By: Beckycortino http://www.chrisg.com/kill-brand/#comment-13926 Beckycortino Tue, 27 Jul 2010 16:40:24 +0000 http://www.chrisg.com/?p=1171#comment-13926 Thoughtful post, Chris with great takeaway -- to look at our business practices, taking steps to make "doing business" with us easier, more customer-friendly. Hope you got everything squared away satisfactorily for your new site... Thoughtful post, Chris with great takeaway — to look at our business practices, taking steps to make “doing business” with us easier, more customer-friendly. Hope you got everything squared away satisfactorily for your new site…

]]> By: Ivan Walsh http://www.chrisg.com/kill-brand/#comment-13925 Ivan Walsh Tue, 27 Jul 2010 10:37:47 +0000 http://www.chrisg.com/?p=1171#comment-13925 We went to the Apple Store in Tokyo last month. The Japanese staff spoke near perfect English AND had terrific young US workers there to help as well. <br><br>Imagine something similar in the US... We went to the Apple Store in Tokyo last month. The Japanese staff spoke near perfect English AND had terrific young US workers there to help as well.

Imagine something similar in the US…

]]> By: JustinAtSmile.ly http://www.chrisg.com/kill-brand/#comment-13923 JustinAtSmile.ly Mon, 26 Jul 2010 20:25:05 +0000 http://www.chrisg.com/?p=1171#comment-13923 Nice Post! Companies need to understand their customers as human beings and attempt to connect with them on a personal level. Nice Post! Companies need to understand their customers as human beings and attempt to connect with them on a personal level.

]]> By: Heather http://www.chrisg.com/kill-brand/#comment-13924 Heather Mon, 26 Jul 2010 20:00:01 +0000 http://www.chrisg.com/?p=1171#comment-13924 I recently, 4 months ago, went through a similar albeit different experience with an online course I purchased. The course was supposed to include a CD, mailed to my home, that included a variety of documents, templates, etc. that would assist you in creating a platform to host your own virtual event.<br><br>It's 4 months later, and dispite 4 "helpdesk" tickets, I still don't have the CD. I've been provided with at least 3 different reasons/excuses including her VA quit and I need to be patient, the fufillment company screwed up the CD so I need to be patient, to we mailed them out last month, can't understand why you didn't get yours.<br><br>How does this relate to your post? Well admittedly I wasn't asked for irrelevant personal information, however I was promised something that I paid for and never received. More importantly, every time I contact this company in an attempt to resolve this issue, I am treated as if I did something wrong.<br><br>How you treat your customers is always a defining moment in how your brand is percieved. This individual has killed her brand as far as I am concerned. I recently, 4 months ago, went through a similar albeit different experience with an online course I purchased. The course was supposed to include a CD, mailed to my home, that included a variety of documents, templates, etc. that would assist you in creating a platform to host your own virtual event.

It's 4 months later, and dispite 4 “helpdesk” tickets, I still don't have the CD. I've been provided with at least 3 different reasons/excuses including her VA quit and I need to be patient, the fufillment company screwed up the CD so I need to be patient, to we mailed them out last month, can't understand why you didn't get yours.

How does this relate to your post? Well admittedly I wasn't asked for irrelevant personal information, however I was promised something that I paid for and never received. More importantly, every time I contact this company in an attempt to resolve this issue, I am treated as if I did something wrong.

How you treat your customers is always a defining moment in how your brand is percieved. This individual has killed her brand as far as I am concerned.

]]> By: websitetraffic http://www.chrisg.com/kill-brand/#comment-13922 websitetraffic Sun, 25 Jul 2010 13:08:24 +0000 http://www.chrisg.com/?p=1171#comment-13922 I agree Tracey. Otherwise, such companies haven't communicated transparently with us. Lack of transparency on the web is another thing we should keep away from. I agree Tracey. Otherwise, such companies haven't communicated transparently with us. Lack of transparency on the web is another thing we should keep away from.

]]> By: James http://www.chrisg.com/kill-brand/#comment-13921 James Sun, 25 Jul 2010 05:11:27 +0000 http://www.chrisg.com/?p=1171#comment-13921 hmmm. I've followed your blog for more than two years, and usually it's brilliant - this one isn't. The 'brand' didn't get killed, your personal opinion of the brand changed. Big difference. You dispute their process, that's one loss; mass exodus because of brand failure, that's a big loss. Yes, of course, a business gains and loses customers one at a time, but that doesn't mean the brand is killed. Secondly, the generalizations at the end of the post are merely reductive reasoning - you're trying to tell us that your personal, singular experience represents some broadly generalized principles. That's rather presumptuous, yes? <br>James hmmm. I've followed your blog for more than two years, and usually it's brilliant – this one isn't. The 'brand' didn't get killed, your personal opinion of the brand changed. Big difference. You dispute their process, that's one loss; mass exodus because of brand failure, that's a big loss. Yes, of course, a business gains and loses customers one at a time, but that doesn't mean the brand is killed. Secondly, the generalizations at the end of the post are merely reductive reasoning – you're trying to tell us that your personal, singular experience represents some broadly generalized principles. That's rather presumptuous, yes?
James

]]> By: Adrian Swinscoe http://www.chrisg.com/kill-brand/#comment-22165 Adrian Swinscoe Fri, 23 Jul 2010 14:38:00 +0000 http://www.chrisg.com/?p=1171#comment-22165 Hi Chris, This is a subject close to my heart and I wrote a couple of things about this sort of thing a little while ago: http://www.adrianswinscoe.com/blog/customer-satisfaction-easy-companies-make-it-hard/ http://www.adrianswinscoe.com/blog/lose-win-client-life-3-easy-steps/ http://www.adrianswinscoe.com/blog/social-media-tools-make-net-promoter-score-imperative/ Really frustrating when things go wrong as it, generally, can be made a lot better very easily by just letting the customer know what is going on. Adrian Hi Chris,
This is a subject close to my heart and I wrote a couple of things about this sort of thing a little while ago:

http://www.adrianswinscoe.com/blog/customer-satisfaction-easy-companies-make-it-hard/
http://www.adrianswinscoe.com/blog/lose-win-client-life-3-easy-steps/
http://www.adrianswinscoe.com/blog/social-media-tools-make-net-promoter-score-imperative/

Really frustrating when things go wrong as it, generally, can be made a lot better very easily by just letting the customer know what is going on.

Adrian

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