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MONDAY MORNING QUARTERBACK DIGEST #7

April 23, 2018

Monday Morning Quarterback Marketing Digest. Each week I highlight market research that could make your marketing efforts stronger. Want to conduct your own research? Let us help.

(1) ARE YOU READY FOR YOUR CUSTOMERS? – Many of the firms I work with are in the hospitality industry and summer is their peak season. That is why I am getting more calls for my “I’ll Be Back” 90-minute customer service workshop. They find that an outsider can make training more memorable and powerful. But regardless of how you conduct it, what customer service training are you doing? Surprisingly, many businesses have no formal program. Sure, they train people to handle their jobs, but few people know the basics of customer service today. Email me (Mark@dennettgroup.com and I will send you a quick quiz you can share with your staff to see if you have the symptoms of service decay. It is a fun quiz.

(2) WHERE HAVE ALL THE GOOD PEOPLE GONE? – It seems every day I read more about people having a tough time finding good people to hire. I also know it is hard to keep good people. One of my first clients was a small bank in Southern Oregon. I will never forget their CEO John Anhorn telling me that they “hire for attitude and train for service.” I still think this is the key to success. That’s why I found this LinkedIn article by Brigette Hyacinth, author of The Future of Leadership: Rise of Automation, Robotics and Artificial Intelligence worth a quick read.

(3) CAN YOU FIND WELL-BEING IN A TECH WORLD? – Last weekend I helped plant trees in a Rotary project for Earth Day. We had two young helpers participating (grandkids of our president). Once the planting was completed, I was amused that the highlight of the day for these two boys was playing in a giant dirt pile. Refreshing. I may be showing my age, but spending more time with your digital devices doesn’t seem to make people happier. Now, many experts say digital life will expand people’s boundaries and opportunities. But nearly a third think that people’s overall well-being will be more harmed than helped in coming years. This PEW study shares what people think of living in our tech-saturated world.

(4) WHAT TO DO IF 60 MINUTES CALLS? – Well, the first thing you do is talk to them. Allegiant Air is finding out the consequences of “stonewalling.” In my marketing book, PowerShift Marketing, I devote an entire chapter on how to handle a PR crisis. Allegiant Air, so far, is writing a new book on how NOT TO HANDLE IT. Interesting read on how not to handle the media. Email me (Mark@dennettgroup.com) and I will send you a copy of this section of my book. 

(5) ACCESS MORE INFORMATION OR MORE CONTROL? – Fake news is a real issue, since the majority of people today use social media as their number one source for news. So, do we favor protecting access to information over government restricting false news? Nearly six-in-ten Americans say the freedom of accessing information is more important than protecting us from fake news. The public does like the idea of technology companies taking action. Interesting PEW study.

Thanks again for reading my blog. Here are links that related to the information I shared:

2) WHERE HAVE ALL THE GOOD PEOPLE GONE?

(3) CAN YOU FIND WELL-BEING IN A TECH WORLD?

(4) WHAT TO DO IF 60 MINUTES CALLS?

(5) ACCESS INFORMATION OR MORE CONTROL?

 

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