Friday, December 3, 2010

Brand Building 2011

“Branding Pays Off”!  Toursdforce, a Lenawee County virtual tour provider knows and understands the importance of Brand Building.  Although most people associate brands with Big Companies, Tours D’ Force  a small locally owned business, right here in Lenawee County uses branding techniques with great rewards and they didn’t require the budgetary resources of Procter & Gamble either.  Branding doesn’t even require a product or a tangible delivery mechanism.

Time, money and effort spent on branding comes back many times over when the process plays out.  Here’s why:

1.    Memorability. It’s easier to remember the branded company than the what’s its name one.
2.    Loyalty.  When people have appositive experience with a memorable brand, they’re more likely to buy that product or service again than competing brands.
3.    Familiarity.  Psychologists have shown that familiarity induces liking, and this makes even non-customers more likely to recommend a brand they know.
4.    Extensions.  With a well-established brand, you can spread the respect you’ve earned to a related new product, service or location more easily.
5.    Lower marketing expenses.  Although you must invest money to create a brand, once it’s created you get a bigger bang for every marketing buck using it.
6.    For consumers, less risk.  People tend to choose the brand-name suppliers over the no-name one when afraid of the consequences of a mess-up.

For those reasons and more, branding may be for you.

Looking for new avenues for your brand awareness project in 2011, here’s what Toursdforce found to be HOT!

What’s up for Brand Building in 2011…
GENERATION G (That would be G for ‘Generosity’, not G for‘Greed’)


                    To be a greedy pig or a free cone, that’s the question

GENERATION G | "Captures the growing importance of 'generosity' as a leading social relations “social change” and business mindset. As consumers are disgusted with greed and its current doomy consequences for the economy—and while that same upheaval has them longing more than ever for institutions that care—the need for more generosity beautifully coincides with the ongoing (and pre-recession) emergence of an online-fueled culture of individuals who share, give, engage, create and collaborate in large numbers.

In fact, for many, sharing a passion and receiving recognition have replaced 'taking' as the new status symbol. Businesses should follow this societal/behavioral shift, however much it may oppose their decades-old devotion to me, myself and I.”

The three drivers for GENERATION G:
1.    Recession and consumer disgust
2.    Longing for institutions that care
3.    For individuals, giving is already the new taking, and sharing is the new giving
When it comes to the GENERATION G (that's G for Generosity, not Greed), there’s no better way for a branding in 2011 to put its money where its mouth (or heart) is than engaging in Random Acts of Kindness (R.A.K.). Consumers' cravings for realness, for the human touch, ensure that everything from brands randomly picking up the tab to sending a surprise gift will be one of the most effective ways to connect with (potential) customers in 2011.

For brands, a serious (and sincere) R.A.K. strategy may mean no longer being seen as inflexible and unwieldy, but as more compassionate and charismatic instead. Something which is of course, priceless and actually fun to do.

Fueling the R.A.K. trend is brands’ ability to actually know what’s happening in consumers’ lives (good or bad!), as people publicly disclose (from Facebook to Twitter) more and more about their daily lives, their moods or their whereabouts.

Social networks also enable acts of kindness to spread far beyond its recipients, as they will gladly tell their friends and followers about the unexpected good news.

Joining GENERATION G as a company or a brand is not really optional, it’s a fundamental requirement if you want to stay relevant in societies that value generosity, sharing and collaboration. Joining obviously entails more than adding a social responsibility; it means adopting a generous mindset that permeates every interaction with your community, with your employees, with your customers, with, wait for it, your ‘stakeholders’. Nothing more or less than a holistic approach* to generosity and business.

The benefits?
•    It doesn’t hurt that in turbulent times like now, generosity will find an extra-appreciative audience, and certainly won't be forgotten.
•    Not only will your customers be more appreciative, they'll also return your favors by being more willing to spread the word about you. And being more willing to collaborate with you, co-creating or co-inventing or co-improving.
•    And last but not least, to manage a company with a caring, generous mindset can actually be good for your soul, too ;-)  Source: www.trendwatching.com.

So…It’s time we get started on our 2011 branding projects and whatever you do, do it generously!

 

Hal Holubik
Owner / Operator
ToursDForce.com
Order a Lenawee virtual tour: 517-486-4209
E: mailto:hhal@toursdforce.com

Virtual Tours are here!! More people choose http://www.realtourvision.com virtual tour company than any other virtual tour provider on the market. We encourage you to research the 360 virtual tour industry before making a decision. We are by far the most established virtual tour company in the industry. Our virtual tour customers, and their clients get only the best and most experienced advice and help from our staff. Thank you and enjoy our virtual tours.


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Wednesday, December 1, 2010

Service: Engaging Your Customers in a Digital World

         (Quality Insider by: Hal Holubik & Tours D’ Force)

"Take Action!" I don’t care what type of business you’re in, what you’re selling, or where you are in your strategic plan, the goal of your marketing message is to motivate your prospects into taking the next step. Today, companies are going to greater lengths to capture their customers' attention and win their loyalty—They are joining social network sites, they’re blogging, they’re building fan pages, they’re finding new places where their brands can be seen—but are they talking with their customers, are they getting to know their customers, are they talking to their staff to get customer insights, are they asking their customers for feedback as to how they might improve their services. One of the most powerful components to engage customers is sometimes the most undervalued: customer service.

Looking for a ways to engage customers with Tours D’ Force, a Lenawee County virtual tour company began a search for other companies that had already established customer service standards to see what their experiences were.

First they searched Google for “small business with customer service standards” and the results were surprising.

The first three page results were as follows: there were no small business companies listed in the search results. The majority were informational websites which occupied 99% of the results. The balance a government site (The Dept. of Energy).

So they then searched Google for “virtual tour customer standards” and found only 2 individual virtual tour providers (Real Vision Studio & Nova Scotia Virtual Tours – Hats off …, to you!) had made mention of customer service standards.

Coming from a quality background Hal Holubik, Owner/Operator of Toursdforce expected the search results to be dominated by or at least making reference to company customer service standards. But he was completely WRONG.

He really thought that there would be many companies that had established customer service standards and that they would publish them. WRONG again. Why don’t more companies create and publish standards of service for the whole world to see. Wouldn’t you think that if they did that they would have more loyal customers?

Here are some reasons why they should.

Your customer service standards will help your entire operation perform better and keep your practices repeatable. Your customer service standard should define your brand and give customers a reason for doing business with you.

Your customer service standards will tell your customers that you have a system in place and what it is that you’ll do for them, how you will treat them and what they should expect from you. There a way to tell the world why your company is better than any other company out there. They show your customers how you will do something for them that no other company will.

Standards provide a practical framework for small business owners and employees to examine, review, and continuously improve any area of a business. Investing time in creating customer service standards leads to increased operational efficiency, improved customer services, increased sales, higher returns, and greater profitability.

I hope that you can see that well-crafted followed and publicized customer service standards can be a valuable engagement opportunity for your company.

The truth is that service matters to people, especially in an economy where consumers are thinking as much as ever about which companies deserve their hard earned cash.

As a matter of fact, a recent study from RightNow.com that measured how much more people are willing to spend to get better customer service revealed that 85% of people are willing to spend more money to get better service, with 76 percent willing to pay about 5 percent more to be assured that the customer service they receive is good. More than half (55 percent) would pay a 10 percent premium on the product price to be assured of a higher level of service. But a small number (10 percent) would be willing to ante up 25 percent more for better service.

According to the RightNow survey; word of mouth is the one form of advertising that can't be bought. Maybe it can't be bought with hard currency, but it can, apparently, be bought with good service. Their research found that consumers are far more forgiving if a company has earned their trust over time. In fact, almost nine-in-ten consumers are willing to give a company a second chance after a bad experience if they've historically experienced great customer service with that company.

That goes right back to why it's so critical that companies listen to what customers are saying and are responsive to their needs. The insights a company gains by listening closely to its customers will help it deliver better service and create an environment where customers are inclined to stay loyal even when things aren't perfect.

And when it comes to showing customers why they should “choose you”—customer service is the best strategy of all.

Don’t you think it’s time to take a look at your customer service policies and procedures?

Ref: Related documentation:
Tours D’ Force Quality Policies and Procedures
•    Quality Policy PQ 5.2: Customer Focus
http://www.scribd.com/doc/44410280
•    Operational Procedures PP 7.2.3: Customer Feedback and Complaints
http://www.scribd.com/doc/44410608
•    Operational Procedures PP 8.2.1: Customer Satisfaction
http://www.scribd.com/doc/44410929


Hal Holubik
Owner/Organizer
Tours D’ Force
Order a Virtual Tour: 517-486-4209
mailto:hal@toursdforce.com

http://www.toursdforce.com

Virtual Tours are here!! More people choose http://www.realtourvision.com/virtual tour company than any other virtual tour provider on the market. We encourage you to research the 360 virtual tour industry before making a decision. We are by far the most established virtual tour company in the industry. Our virtual tour customers and their clients get only the best and most experienced advice and help from our staff. Thank you and enjoy our virtual tours.

Powered by http://www.ToursDForce.com. Your Southern Michigan Property Marketing Experts! Bookmark and Share