Tags: Advertising, Amazon, Citibank, Communication, Godin, Marketing, Online marketing, Seth Godin
Update: I’ve received some attention from the post below, but I feel as though I should clarify a few things.
The email from Citibank was lame, but for a huge company, not totally surprising. However, the arrival of this email does not necessarily negate that the company is listening. Toward the end of the post, I make that connection and most of the time, it’s true. In this case, however, I don’t think it is responsible to connect one lame email with a company’s entire attitude.
That said, the moral of the post – companies who fail to listen will be overtaken by those that do – still stands. I believe that will only become more apparent as time goes on. -End update
To fail may be human, but for a company to fail at customer service these days may well be disaster.
You may remember when I mentioned a Citibank ad last week in a post about features versus benefits in advertising. Their print ad was spot-on when it spoke about how Citibank fit into their customers’ lives (plus, who can resist a cute puppy?).
So when I sent them an email noting my complimentary post, I expected at least a quick “thanks!” That’s the response I got from Moosejaw (they even promised to send me some schwag which must have gotten lost in the mail…). So imagine my surprise then almost 48 hours later, they reply with a standard “sorry, we can’t even respond to your email” email.
Tags: book, Books, Communication, Godin, Made to Stick, Marketing, Meatball Sundae, Online marketing, persuasion, recommendations, Seth Godin
I admit I used to poo-poo Seth Godin. In my business, that’s akin to snubbing Jesus. But I never understood why so many marketers loved his writing. I’d read Seth’s blog, caught him on several podcasts, and read his articles, but I didn’t get him until today.
My problem with Godin was the fact that everything he said sounded like common sense. “You need to learn the new marketing before applying it to a business.” DUH. “Your business might not be right for the new marketing.” SNORE.
Sure, Godin is full of common sense about marketing – he should be! But it didn’t seem that useful to me. (Not that I’m a genius, but I felt his suggestions were awfully apparent if you just paid attention.)
Here’s what I didn’t understand