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Does Your Customer Service Skill Set Include —

November 12, 2015
3 min read

When one thinks of the most required skills to provide exceptional customer service, patience, attentiveness and empathy come to mind. One must be a good listener and good communicator as well. I’d offer a new skill to the list of brands that look to offer exceptional, memorable customer service – consistency. Consider these two recent experiences: Jekyll and Hyde I stayed in a hotel in Wichita, Kansas. The lady that checked me in that night showed very little personality. Maybe glanced at me but certainly didn’t maintain eye-contact. Gave me my keys and sent me on my way. I had…

October 7, 2015
3 min read

I lost my biggest client! For some reason, I had the mindset that this one was going to be with me / the company for a very long time. So when he emailed notifying me of his 30-day notice, it hurt. No, really, it hurt BAD! I was in a funk for a couple of days! We have all been there – a large depositor changes banks, a large conference goes to another city, a large company uses another supplier. It stings! But, as I realized late that second day, we have two choices, wallow in our sorrow, or buck…

October 7, 2015
2 min read

Mary Arlington (MMCC, Inc.) is a colleague in the destination marketing industry. She consults on business management and operations primarily in the Recreational Vehicle industry but skills allow her to transcend industries. We have partnered on a few projects and have sat on boards together. She recently vented, er, uh, posted in her blog about her dismay in websites she was reviewing. Her comments were so simple and insightful I begged her to allow me to share them. I am delighted to share a guest post this week from my dear friend Mary Arlington: My, my, my. I’m in shock!…

August 7, 2015
4 min read

“Because Google says so” apparently wasn’t a good enough reason for a client’s CEO to say yes to making his websites mobile-friendly. We were reviewing a client’s web presence and one of the first things we noticed was that none of their three websites were mobile-friendly. We mentioned this to our contact and he said, “Oh I know, but our CEO will need some numbers and data to convince us to re-do our websites.” If you or your CEO is needing additional convincing, we’ve compiled 6 data points and reasons to think mobile. 1. Because Google Said So. Remember “Mobilegeddon?…

May 20, 2015
3 min read

Another VERY informative Conference on Tourism put on by the Oklahoma Travel Industry Association. I heard many co-conference attendees exclaim, “Information Overload!” Great appreciation to Debra Bailey and the Board for putting together such a great day of education. So what were the key takeaways? Mobile, Content and Customer Service. Let’s break them down… Mobile – The data shared by Santiago Jaramillo should not be surprising: There are more smart phones purchased each year than babies born. 60% of all web traffic comes from mobile devices. 2 of 3 consumers are less likely to engage further with a brand if they have a poor experience with…

March 19, 2015
2 min read

Three Oklahoma City social media professionals lent their voices to a panel discussing the state of social media and where it’s going. Allie Carrick is a strategist with Smirk New Media. Gina Yannarell, with Koch Communications, manages business development and traffic. Greg Newby does digital marketing, web and app development. The dialogue, hosted by AMA OKC chapter, yielded a handful of takeaways to gain insight into strategies and tactics to consider moving forward. Facebook – With Facebook reported suppresses promotional sounding posts, the panel was asked if Facebook is truly pay to play now. We were reminded that “we’ve had a free ride” on Facebook and surely most…

February 11, 2015
6 min read

Casper, Wyoming, has “released a new brand” OilCityWyo.com announced last week. It would have been okay if it was just poor wording that a business or destination could release a new brand. But it was aided by the destination marketing professional when he stated, “This community has never had a brand and you get one shot.” Sorry, Aaron McCreight, but Casper has had a brand since the city was founded after the Fort closed. It may not have had a logo to communicate the brand, but it’s had and has a brand. This isn’t intended to pick on Casper and…

January 21, 2015
4 min read

Like Memorial Day marks the unofficial start of Summer, last night’s State of the Union Address by our President marks the unofficial start of Legislative sessions, not just in Washington D.C., but in capitals in every state. How are you engaging in the process? You cannot leave it to your state association to advocate for you. You have a responsibility as a business owner, industry leader, voter, to engage with your Legislator. I dusted off a piece How to Play a Key Role In Our Representative Form of Government. I did not pen it. I would freely give credit to…

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Does Your Customer Service Skill Set Include —

What You Do When You Lose The Big Client

Mary Test Your Website

6 Reasons to Think Mobile

A Logo Is Not a Brand

It’s Legislative Season – How to Play a Role