Deliver a great customer experience… even to non-customers.

April 26th, 2016

enterprise1As I write this, I’m sitting in a coffee shop in Norwalk, Connecticut after having flown into LaGuardia Airport in New York City earlier today. I got off the plane, followed the Ground Transportation signs and hopped on the shuttle bus to the Enterprise Rent-a-Car Center.

When I arrived at the center, Matt Scro, a very friendly and professional manager at Enterprise greeted me at the counter, introduced himself and shook my hand (something that has never happened to me at a rent-a-car facility… ever!).

When I asked him where I could find the “Emerald Aisle”… the issue came to light. My reservation wasn’t with Enterprise… it was with National Car Rental!

[insert what-an-idiot comment here!]

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LITTLE things can make a BIG difference in marketing

April 12th, 2016

steelThe value of A/B Testing

A true story… Down the hall from our office is the sales & marketing office for a construction company that specializes in steel buildings. I’ve gotten to be friends with the heads of sales there.

He was telling me about a new video he recently placed on his website’s home page. He had hired a professional spokesperson, written a friendly script and produced a very nice little welcome video. Immediately, site activity dropped and bounce rates jumped. Huh?!

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