Comments for Third Idea Consulting http://www.3rd-idea.com Social CRM, branding, and customer experience Wed, 22 Feb 2012 20:21:35 +0000 hourly 1 http://wordpress.org/?v=3.3 Comment on Smart People Look Into the Future by Brent Leary http://www.3rd-idea.com/2012/01/smart-people-look-into-the-future/#comment-63002 Brent Leary Wed, 01 Feb 2012 02:12:37 +0000 http://www.3rd-idea.com/?p=561#comment-63002 Geez, with friends like you... :-) Just kidding man. I definitely see where you're coming from. Thanks! Brent Geez, with friends like you… :-) Just kidding man. I definitely see where you’re coming from.

Thanks!
Brent

]]> Comment on InfusionSoft Ain’t Soft, Just Easy by Laura http://www.3rd-idea.com/2012/01/infusionsoft-aint-soft-just-easy/#comment-60642 Laura Thu, 12 Jan 2012 16:11:10 +0000 http://www.3rd-idea.com/?p=534#comment-60642 Marshall, Thanks again for your time and for this great post. We can't wait to share more exciting new products/features with you at InfusionCon 2012. Cheers to a great year, Laura Collins PR Manager, Infusionsoft Marshall,

Thanks again for your time and for this great post. We can’t wait to share more exciting new products/features with you at InfusionCon 2012.

Cheers to a great year,
Laura Collins
PR Manager, Infusionsoft

]]> Comment on Enterprise Social CRM a la Tibco by social gaming http://www.3rd-idea.com/2011/06/enterprise-social-crm-a-la-tibco/#comment-54901 social gaming Tue, 06 Dec 2011 09:44:02 +0000 http://www.3rd-idea.com/?p=472#comment-54901 Thanks for share, nice article! Thanks for share, nice article!

]]> Comment on Enterprise Social CRM a la Tibco by 3piecechickendinner http://www.3rd-idea.com/2011/06/enterprise-social-crm-a-la-tibco/#comment-51434 3piecechickendinner Wed, 16 Nov 2011 15:15:13 +0000 http://www.3rd-idea.com/?p=472#comment-51434 Great article...Our company is starting to use Tibbr Great article…Our company is starting to use Tibbr

]]> Comment on CRM Idol 2011: The Winners by sam http://www.3rd-idea.com/2011/11/crm-idol-2011-the-winners/#comment-50405 sam Thu, 10 Nov 2011 06:45:10 +0000 http://www.3rd-idea.com/?p=507#comment-50405 Congrats to the winners and Good Luck in future.. :) Congrats to the winners and Good Luck in future.. :)

]]> Comment on Sage Moves Forward with Cloud Services, New CEO by Mary http://www.3rd-idea.com/2011/02/sage-moves-forward-with-cloud-services-new-ceo/#comment-44156 Mary Thu, 29 Sep 2011 17:27:34 +0000 http://www.3rd-idea.com/?p=427#comment-44156 Interesting. Currently I'm going for BSIT in Networking. Cloud computing is really big inovation and yet so many companies can not understand how easy it will make their jobs. Interesting. Currently I’m going for BSIT in Networking. Cloud computing is really big inovation and yet so many companies can not understand how easy it will make their jobs.

]]> Comment on CRM Idol: Something Big for the Small Standouts by CRM Idol 2011 GO! | Third Idea Consulting http://www.3rd-idea.com/2011/04/crm-idol-something-big-for-the-small-standouts/#comment-38400 CRM Idol 2011 GO! | Third Idea Consulting Mon, 15 Aug 2011 20:17:35 +0000 http://www.3rd-idea.com/?p=443#comment-38400 [...] CRM Idol: Something Big for the Small Standouts [...] [...] CRM Idol: Something Big for the Small Standouts [...]

]]> Comment on Enterprise Social CRM a la Tibco by Ellyn Fasel http://www.3rd-idea.com/2011/06/enterprise-social-crm-a-la-tibco/#comment-31995 Ellyn Fasel Wed, 29 Jun 2011 20:50:32 +0000 http://www.3rd-idea.com/?p=472#comment-31995 Thanks for the information! I am sure it will open some eyes. Thanks for the information! I am sure it will open some eyes.

]]> Comment on Customer experience, via Ciboodle by Jeff Rose-Martland http://www.3rd-idea.com/2011/05/customer-experience-via-ciboodle/#comment-27649 Jeff Rose-Martland Tue, 24 May 2011 01:10:35 +0000 http://www.3rd-idea.com/?p=450#comment-27649 umm, ignore the first two lines on that post. It was leftovers from something else hanging about in notepad. ;) BTW, from one writer to another: 3rd line after picture: "they do not you to get closer" I assume there should be a 'want' in there. ;) umm, ignore the first two lines on that post. It was leftovers from something else hanging about in notepad. ;)

BTW, from one writer to another:
3rd line after picture: “they do not you to get closer” I assume there should be a ‘want’ in there. ;)

]]> Comment on Customer experience, via Ciboodle by Jeff Rose-Martland http://www.3rd-idea.com/2011/05/customer-experience-via-ciboodle/#comment-27648 Jeff Rose-Martland Tue, 24 May 2011 01:08:06 +0000 http://www.3rd-idea.com/?p=450#comment-27648 what do you teach your staff? it's not about product or service, it's about pride. Nice work! I am continually astounded at how many companies don't know what their actual product is or, worse, think that product alone will create a customer base. For example, a few years ago, I was in the market for a car and wanted to buy a certain popular German model. However, the customer service at the showroom was non-exsistant. The dealer had the attitude of "You WILL buy it because it is the best. If you don't buy it, I don't care, but you will disappoint yourself." All I could think about was Do I really want to deal with this company until the warranty is up??? I bought from the dealer I had an existing, great relationship with and love my purchase. I won't ever set foot in the other showroom again. The lesson? This dealer thought he was selling a car and, since he had the best car, he didn't need to have a relationship with me. In fact, I was buying a relationship with someone who would ensure that I had a good car. And that is a world of difference. Even if it was a shoddy car, the good relationship would mean the car was kept running and that whenever I visited the dealer, it would be enjoyable. Had I purchased the other vehicle, even if I only saw the dealer once a year, that would have been too often. Branding is important to the consumer, but not in the way many companies think. Customers want reinforecment from the brand, assurance that they have made the correct choice. However, consumers have become increasingly cynical about branding, owing the companies selling off their logos. (One need only see a person in sweatpants and a DG t-shirt to see how much a band can cheapen itself.) Once that ideal is gone, for whatever reason, then the consumer is going to be looking for something else from the company. And chances are, it won't have anything to do with the product. what do you teach your staff?

it’s not about product or service, it’s about pride.

Nice work!

I am continually astounded at how many companies don’t know what their actual product is or, worse, think that product alone will create a customer base.

For example, a few years ago, I was in the market for a car and wanted to buy a certain popular German model. However, the customer service at the showroom was non-exsistant. The dealer had the attitude of “You WILL buy it because it is the best. If you don’t buy it, I don’t care, but you will disappoint yourself.” All I could think about was Do I really want to deal with this company until the warranty is up??? I bought from the dealer I had an existing, great relationship with and love my purchase. I won’t ever set foot in the other showroom again.

The lesson? This dealer thought he was selling a car and, since he had the best car, he didn’t need to have a relationship with me. In fact, I was buying a relationship with someone who would ensure that I had a good car. And that is a world of difference. Even if it was a shoddy car, the good relationship would mean the car was kept running and that whenever I visited the dealer, it would be enjoyable. Had I purchased the other vehicle, even if I only saw the dealer once a year, that would have been too often.

Branding is important to the consumer, but not in the way many companies think. Customers want reinforecment from the brand, assurance that they have made the correct choice. However, consumers have become increasingly cynical about branding, owing the companies selling off their logos. (One need only see a person in sweatpants and a DG t-shirt to see how much a band can cheapen itself.) Once that ideal is gone, for whatever reason, then the consumer is going to be looking for something else from the company. And chances are, it won’t have anything to do with the product.

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