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Speaking that Connects: Decent and Excellent Are Not the Same

Posted by advantagemarketing on February 24, 2012

My colleague Eileen Sinett is an expert at helping professionals develop as public speakers. In this post she shares best practices from her book, “Speaking that Connects”. If you are a professional who wants a marketing advantage, says Eileen, become as skilled a presenter as you are an expert in your field.

by Eileen Sinett

public speaking

Create a buzz about your business by following these public speaking tips from expert Eileen Sinett.

The best way to create a buzz about yourself, your business or your product is to get in front of a group and talk about what you know.   And because public speaking can influence many at once, it is the marketing tool of choice for many businesses – better than video, pay per click, or a blog post.  Public speaking provides a dynamic and energetic connection between you and your existing and potential customers or clients that no other medium can touch.

Of course this is only true if you are a speaker who is:  (1) comfortably authentic (true to yourself and not oozing anxiety), (2) focused and clear (you know how much or little to say) and (3) engaged and connected (aware of and able to navigate the invisible thread between you and your listeners).

Many business owners and professionals have told me that they do speak publicly– to rotary groups, Chambers of Commerce, trade organizations, etc., and have done a decent job.  But decent is not excellent, and it is excellence that drives a competitive advantage for you and your business.

To reap the marketing benefits of speaking publicly, you will want to capitalize on these best practices:

1. Begin your speech without words. Experience three seconds of silence! If you think this is crazy, think again.  All communication begins from silence.  On the page, it’s white space or margins; with speaking, it’s not speaking. Look (without saying anything) before you speak.  Like a conductor of an orchestra, you are in charge and set the tone. Allow yourself a few seconds to connect inwardly as you look out at the crowd.  Your listeners will appreciate this “verbal white space.”

2. Know how you will start.  Learn, (not necessarily memorize) how you will start your talk.  Try on a new way of opening, i.e., a rhetorical question, striking fact, or personal story, rather than the usual, bland, “I’m So and So and I’m going to talk about “X.”  Reveal yourself through an anecdote or short story that allows the audience to know you as a person and bridge this story to your focus.  Commit to practicing this opening at least once, aloud, sometime before your presentation to minimize “start-up” anxiety!

3. Stand still for your first two or three sentences. You will look in control, maximize your image and presence and project strength (even if you feel nervous).  Reducing movement at the beginning of your talk also helps your audience to listen with focus. (By the way, standing still does not mean standing stiffly at attention.)

4. Build your talk around 3 ideas and limit your speech to 20 minutes. The average person remembers 3-5 ideas plus or minus 2.  By batching your concepts in threes, you facilitate and sustain audience interest.

5. Embrace less is more, when it comes to visual aids.  Reduce text, read less and be less slide-dependent.  Be able to overview your presentation highlights without a single slide!

6. Hear yourself as you speak!   You will become more conscious of what you say and how you say it.  As a result, your self-awareness, presence and connection will grow.

7. Stop worrying about your hands! Let them be! Focus on your passion and your hands will gesture in a way that is natural for you.

8. Control-Alt-Delete any negative self-talk. Eliminate any judgmental inner chatter to create space for something neutral or positive.

9. Refrain from running “off-stage” if you ask for questions and you don’t get any (a very awkward moment indeed). Start the question-ball rolling by saying something like, “Sometimes people ask me…” Then answer that question and ask the audience again if they have any questions (usually they do).

10. Have the final word! After the Q & A, close your presentation by reiterating your key message – what you want the audience to most remember.  These will be the last words they hear, so make them clear and concise and deliver them with confidence!

Continue the conversation. What else can a speaker do to connect with his or her audience? Please tell us in the Comments section below.

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Eileen N. Sinett, author of “Speaking that Connects,” is a coach-consultant and keynote speaker whose knowledge spans several cross-functional disciplines: the speech arts, communication sciences, psychology, career management, and training and development. She is committed to promoting confidence and clarity in speakers worldwide, enhancing personal and business relationships through communication improvement, and raising the bar on speaking performance with her unique presentation training brand, Speaking that Connects, www.speakingthatconnects.com.

Posted in B2B marketing, Marketing, Professional service firm marketing, Public speaking, small business, Traditional marketing | Tagged: , , , , | 1 Comment »

FREE Marketing Tools and Resources

Posted by advantagemarketing on January 11, 2012

Free marketing resourcesThese free resources can help you make the most of your marketing budget:

Marketing  Plans

Guide to developing a marketing plan – http://www.missouribusiness.net/sbtdc/docs/marketing.pdf

Free sample marketing plans – http://www.mplans.com/

Marketing campaign checklist – http://marketing.about.com/od/marketingworksheets/a/Marketing-Campaign-Checklist.htm

Marketing Calendar – http://marketing.about.com/cs/advertising/a/mktgcalendar.htm

Publicity/PR

Help a Reporter (HARO) – http://www.helpareporter.com/ – Get free PR for your company by becoming a source for reporters and bloggers.

PR Log – www.prlog.com – publish your press releases for free

PR.com – www.pr.com publish your press release; set up a free company profile

Publicity Insider – www.publicityinsider.com – how to get free publicity for your business

Web-based calendar

Google Calendar – access your calendar from all your smart devices

Email Apps

Gmail – free email account from Google

Mail Chimp – www.Mailchimp.com free for 2,000 or fewer subscribers; some advertising content

Campaigner – www.campaigner.com – free for up to 500 subscribers; up to 1MB of storage

File Sharing Apps

Google Docs – create and share your documents online. Access Documents from the “More” tab in Google’s top navigation bar.

Dropbox – https://www.dropbox.com/

Photos

Flickr – www.flickr.com – Creative Commons photos you can use in your marketing materials

Photo editing

IRFAN View – www.IRFANView.com

Picnik – www.picnik.com

GIMP  – http://www.gimp.org/

Video and Audio Creation

Camstudio – www.camstudio.org record all screen and audio activity on your computer and create videos.

Audacity – www.audacity.sourceforge.net Free, open source software for recording and editing sounds

Webinar and teleconferencing

Free Screen Sharing - http://www.freescreensharing.com/   Webinar and audio conferencing. Accommodates up to 96 users

Free Conference Call – http://www.freeconferencecall.com. Free conference calling for up to 96 users.

Social Media Apps

Your Buzz www.yourbuzz.com  – from American Express. Track what’s being said about your business in social media and get a fresh perspective about your customers.

TweetDeck - http://www.tweetdeck.com  - manage Twitter; schedule your updates to FB, LinkedIn, Twitter and more

HootSuitewww.hootsuite.com – The leading social media dashboard to manage and measure your social networks

Social Oomph –  https://www.socialoomph.com/

AllTop http://alltop.com/  Not sure about which blogs are prominent in which sector? This is a great place to start.

Alexa - http://www.alexa.com/ – track the traffic to your website. Alexa will tell you how much traffic a site gets, where that traffic is coming from, whether it is gaining more traction etc.

Google Trendshttp://www.google.com/trends Planning on launching an activity? Run a quick search to see which time of year the world is talking about that subject the most.

Google Alerts – input keywords to track your industry, competitors and your company’s publicity

Klout - http://www.klout.com/home This will allow you to identify some of the key conversation drivers in the areas you are interested in.

Blogging
Blogging checklist – http://advantage-marketingblog.com/2011/07/18/quick-start-checklist-blogging/

15 tips for developing content – http://advantage-marketingblog.com/2010/12/22/15-tips-for-engaging-content/

Word Press – www.wordpress.org (self hosted) or  www.wordpress.com (hosted by WordPress)

Tumblr -  www.tumblr.com

Blogger -  www.blogger.com

Movable Type -  www.movabletype.org

Posterous - www.posterous.com

SquareSpace - www.squarespace.com

Posted in B2B marketing, Business, Email marketing, Marketing, Marketing plans, small business, Traditional marketing | Tagged: , , , , | 1 Comment »

Use Small Business Saturday to Promote Your Business

Posted by advantagemarketing on November 7, 2011

Shop Small

Amex offers free tools so you can take advantage of Small Business Saturday to promote your business

The second annual Small Business Saturday® is a day dedicated to supporting small businesses on one of the busiest shopping weekends of the year. Sponsored by American Express and supported by dozens of small business organizations, the event will be held on November 26 this year – the Saturday between Black Friday and Cyber Monday.

Small Business Saturday has galvanized Americans in support of small, independently owned local businesses that create jobs, boost the economy and invigorate neighborhoods across the country. The day was created in response to small business owners’ most pressing need: more demand for their products and services.

American Express is offering many free business tools and a planning checklist to help business owners take advantage of the event. There is free in-store signage, including  posters that can be printed out for countertop display, and a larger sign for window display. If your business has a Facebook page, you can download the free Shop Small badge to place on your page. Amex is also offering templates for emails and Facebook posts, and sample tweets. You can create a video for your business using the free My Business Story tool from Google and American Express, and then feature it on YouTube.

You can also create a special offer or experience for your customers. Here are some ideas for what you can do:

  • Feature holiday merchandise
  • Provide a flat discount or gift with purchase
  • Offer special services such as free gift wrapping
  • Host a guest appearance from a designer, author, or other guest

American Express is offering a special incentive: a $25 statement credit offer for Cardmembers who register their Card and spend $25 or more at any qualifying small business that accepts the American Express Card. Business owners can let their customers know that if they registered their American Express Card, they can take advantage of the offer at their store on November 26.

More details on this cool event are available at www.smallbusinesssaturday.com.

Posted in Business, Marketing, small business, Traditional marketing | Tagged: , , , , , | 1 Comment »

7 Ideas for Attracting Customers

Posted by advantagemarketing on October 10, 2011

By Loraine Kasprzak, CMC, MBA

attracting customers

There are better ways to attract customers to your business.

I gave a talk recently to the Just Think B.I.G. Bernardsville, NJ, group about marketing tactics that attract customers. Many of the women business owners present knew their product or service really well, but didn’t always know how to attract the attention of prospective customers.

Marketing is all about getting people to know, like and then trust you. There are many ways to do this; here are the seven ideas I spoke about:

    1. Co-market your product or service with other  businesses who share a similar customer base. When you promote your services jointly, your marketing budget goes much further. I shared an example of how Savory Spice Shop and Elements Wellness Boutique in Westfield, NJ, are co-marketing  and growing their customer bases. See my co-marketing blog post for more  about what Savory Spice and Elements Boutique are doing.
    2. Offer free trials or samples. Everyone  loves a free sample and offering samples gets potential buyers comfortable with you. One of my favorite Westfield stores is Trader Joes, where they’ve made a  science of free samples. Alan’s Orchards is another local store that has built their business in part because of their free yogurt and cheese samples.
    3. WOW then ASK. Plan to provide superior customer service – and then follow through on your plans. This can help you turn your prospects into customers, and your customers into fans. This is WOW service. For example, a rug store owner, after delivering a new custom-made rug and getting positive feedback, could call the customer and say: “I’m so glad you liked the rug you bought here, and we’d love to help others get the perfect rug too. Is there anyone you know who we can help?”
    4. Use Calls to Action on your website. Your website should be more than just an online brochure. When people visit your site, tell them what you want them to do next after they read all about your products or services. This is called your Call to Action. Our rug store owner, for example, could use this call to action on his website: “Stop by our showroom and get a free gift for viewing our new rug collection.”
    5. Build your list – and use it. As you network and connect, collect business cards and add them to a spreadsheet or your Outlook contacts. Then reach out to the folks you meet either by email, direct mail or phone – the more personal, the better! WebUndies.com, a Cranford, NJ-based online retailer, has over the years asked its customers for their email addresses and added those who have opted in to their subscriber list. These subscribers receive monthly new product announcements that drive traffic to the company’s website.
    6. Build buzz. It’s no secret that people love to win stuff and save money.  Many don’t mind taking little quizzes or “liking you on Facebook” if there’s a chance to win or get a discount. When you offer contests, polls that are related to your  product, your prospects are more likely to become engaged and talk about your company. WebUndies.com, for example, offers a 10% discount for “liking” them on Facebook. This has driven traffic and comments on their Facebook page and traffic to their website.
    7. Educate your buyers. Nobody knows your product or service better than you do. Prospects need your expertise the most when they are looking to buy, so why not provide tip sheets, articles or how to videos on your website and as handouts or links? Make your whole sales process about educating your customer. Our rug store owner, for example, could provide 7 tips for choosing a rug that won’t pill or fade.

Want to know more about the Art of Attracting Customers? Join Loraine at her Just Think B.I.G. talks, starting in November. For dates and locations, visit our Speaking Engagements page.

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Posted in Business, Marketing, Traditional marketing | Tagged: , , , , , , | Leave a Comment »

Expand Your Sales Opportunities with Co-Marketing

Posted by advantagemarketing on August 4, 2011

You too can be a winner when you co-market your products and services with other businesses

Wouldn’t it be nice to expand your selling opportunities at low cost, and without hiring extra sales people? You can, when you co-market your products or services with other businesses.

When you cooperate with other businesses to promote your products and services jointly, you can reach more customers while sharing the cost. Co-marketing can also differentiate you from your competition because you can offer customers a richer buying experience.

What got me thinking about this creative tactic was a recent visit to Savory Spice Shop in downtown Westfield, NJ. Franchise owners Becky Solheim and Jackie Mittelhammer not only offer an amazing selection of fresh herbs and spices, they also display near their register coupons to the Elements Wellness Boutique, a natural products store located across town. I have no doubt that Elements also features Savory Spice coupons on their counter. Something as simple as this boosts sales for both retailers at a low incremental cost.

Here are some pointers for effective co-marketing:

Seek compatibility. Think about what products and services go well with what you sell. Approach those companies and work with them to develop an enticing offer. Professional photographer Miki Malhotra of Mikifoto, for example, teams with Erica Gendel, a Mary Kay sales director, to provide clients with a professional makeup and headshot package.

A note of caution: be mindful of your reputation when you seek co-marketing partners. You don’t want to have another company’s quality or customer problems become identified with you in the customer’s mind because of your association.

Keep it visible. Just like Savory Spice put the Wellness Boutique coupons at their register, you’ll want to have a display, advertisement or handout that promotes you and your partners’ offerings.

Court referral sources. Even if it’s not practical for you and your co-marketing partner to display each other’s merchandise or services, you can still work together. Customers will often seek referrals to related services, so asking other businesses to keep your cards, coupons or brochures on-hand can also work to boost your business. If you are a landscaper, for example, make sure that the local garden supply shops have an ample supply of your marketing materials to give out.

Offer a sample. Your co-marketing partners will much more enthusiastically promote your product or service if they’ve had the opportunity to experience it for themselves.

Use more than one tactic. There are many ways that you can team with other businesses. You can work together to publish a newsletter, plan and run and event together, or share a booth at a trade show. Continued cooperation can give you ongoing access to new prospects and enhance your company’s image as it boosts your sales.

How do you co-market your business? Let us know in the Comments section.

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Posted in Business, Marketing, Traditional marketing | Tagged: , , , , , | 1 Comment »

Unexpected Customers from Unexpected Markets

Posted by advantagemarketing on May 2, 2011

growth opportunities

Your best new customers can come from unexpected places - keep your eyes open for opportunities.

by Patrick Lefler

For small growing companies, customer development is the most important task to ensure survival. And this customer development process is all about understanding who you are selling to and why they want to by it. Noted author and entrepreneur Steven Gary Blank perhaps says it best when talking about the risks for these types of companies:

“The greatest risk–and hence the greatest cause of failure–is not in the development of the new product but in the development of customers and markets. [They] don’t fail because they lack a product; they fail because they lack customers…”

Customer development information does not come easily, nor does it become apparent even after you’ve sold your first product. Sometimes you find yourself focusing on the wrong customers, not understanding the demand that buyers have for your product. And other times you focus on the wrong features. In many cases, your best customers are unexpected or they come from markets that were overlooked the first go-around.

In an essay titled The New Venture, Peter Drucker recounts a wonderful story of just such an occurrence.

“Shortly after World War II, a small Indian engineering firm bought the license to produce a European-designed bicycle with an auxiliary light engine. It looked like the ideal product for India; yet it never did well. The owner of this small firm noticed, however, that substantial orders came in for the engines alone. At first, he wanted to turn down these orders; what could anyone possibly do with such a small engine? It was curiosity alone that made him go to the actual areas that the orders came from. There he found farmers who were taking the engines off the bicycles and using them to power irrigation pumps that hitherto had been hand-operated. This manufacturer is now the world’s larger maker of small irrigation pumps, selling them by the millions. His pumps have revolutionized farming all over Southeast Asia.”

For start-ups and other small growing companies, the best lesson to learn is that you may find customers in markets that no one imagined when the product was first developed. The only way to find these different markets is to get out of the office and investigate. If you see unexpected customers in unexpected markets, find out what’s driving demand. And don’t dismiss the unexpected as a ‘one-off’ exception or a fluke.

Here’s the takeaway: Unexpected customers can come from the most unexpected of markets. Get out of the office; investigate these exceptions and factor that demand into your product development going forward.

Patrick Lefler is the founder of The Spruance Group; a management consulting firm that helps growing companies grow dramatically faster. He is a former Marine Corps officer and a graduate of both Annapolis and The Wharton School. The Spruance Group acts as a trusted partner by offering unbiased advice and providing unique solutions to help clients solve their most pressing product strategy needs. For more information, please visit www.spruancegroup.com

Posted in B2B marketing, Business, Marketing, Marketing Strategy, Professional service firm marketing, Traditional marketing | Tagged: , , | Leave a Comment »

Is There a Book in Your Future?

Posted by advantagemarketing on April 5, 2011

writing your book

Writing a book can be a daunting task. These tips from an independent book publisher can make the process easier.

By Loraine Kasprzak, CMC

Is writing a book on your to-do list? Many of my clients have the knowledge and expertise to write a book, not to mention great book ideas swirling around in their heads.

But writing a book can be a daunting task, so I was I was glad to attend a recent Institute of Management Consultants NJ Chapter meeting where the guest speaker was an expert not only on writing, but publishing and marketing books.

Karen Hodges Miller, founder of independent book publisher Open Door Publications, shared advice for getting your book out of your head and into your readers’ hands. To get started:

  • Set your target. Decide who the target audience is for your book. Are you targeting consumers? Working mothers? Senior executives? Be as specific as possible.
  • Decide your theme. What is the one unique takeaway you want someone to get when they read your book? Summarize it in one sentence.  Then think about your chapters and plan them out, with a mini-theme for each chapter.
  • Schedule time. Block out time on your calendar each week to write. You don’t have to write every day, but whatever time you schedule, commit to it. You may decide writing for two hours on a Saturday morning works well.
  • Create your title. Finding the right book title is the hardest part, said Karen, because it really has to grab the reader’s attention. You can Google your title ideas or search Amazon.com to see if the title is already in use. You may also want to ask the librarian at your local library to check the “Books in Print” database.

Think “marketing” early and often

Karen advised that you think about marketing and selling your book as soon as you start thinking about writing it. You should begin marketing your book even before it’s written by putting it in your email signature:

Joe Smith
President, XYZ Financial Advisors
Author of How to Master the Markets in 20 Minutes or Less … Coming December 2011.

You should also mention your upcoming book on your website, Facebook page, blog, and LinkedIn profile. Create a separate website, with its own URL, to market your book. “The more you put yourself out there, the better your [book] marketing will be,” said Karen.

Should your book be in an electronic format or a hard copy edition? Because e-books are only about 2% of the market, Karen advises that you plan to have both. “The hard copy still has greater credibility,” she noted.

As you develop your book ideas, you will want to think about your publishing budget. “Plan on investing $3,000 to $5,000 for publishing, plus marketing expenses,” said Karen. “You’ll need a graphic artist, editor, publisher, proofreader, and a marketing professional.”

The alternative is to go the “DIY” route by, for example, publishing through Amazon.com. But, Karen pointed out, “You get what you pay for. You’ll have a book, but it will look like you did it yourself.”

Are you thinking about writing a book? Tell us about it in the Comments section below.

Posted in B2B marketing, Business, Marketing, Social media marketing, Traditional marketing, Using books to market your firm | Tagged: , , , | Leave a Comment »

Building Local Word-of-Mouth for Your Business

Posted by advantagemarketing on February 15, 2011

Moving your business

When KC Creative relocated cross-country, owner Kathy Fulton had to do more than move boxes. She had to build another local referral network.

By Loraine Kasprzak, CMC

Kathy Fulton, owner and lead graphic designer for KC Creative, Inc., has been a friend and colleague of mine for more years than either of us can remember. She’s a master juggler – she manages her business, raises a family, and still finds time to train for triathlons. But even someone as high energy as Kathy was thrown for a loop when she had to relocate her business not once, but twice, in three years. After each move – from Chester, NJ, to Richmond, VA, in 2005 and then to St. Louis, MO, in 2008 – Kathy has had to re-establish her business in a town where her reputation and the quality of her work were unknown.

“It’s been challenging to maintain client relationships cross-country, get project work done, and establish KC Creative here in St. Louis,” Kathy told me. When old project work wrapped up and her sales pipeline emptied, she knew she needed to look for clients more actively. “I couldn’t rely on old relationships exclusively. I needed to build local word-of-mouth to get more business.”

Kathy shared with me what she’s doing to re-establish her referral network. As she rebuilds the second time, she’s learning which tactics work the hardest for her. These tactics can also work well for any service firm looking to build its own local network.

Accept invitations. Kathy started by accepting any invitation that came her way, especially to charity events and networking meetings, so that she could connect with the local community. She also saw the parents at her children’s new preschool as a resource. “If a parent invited me for coffee, I gladly accepted,” she notes. “As we got to know each other, I would mention that I was a graphic designer and share my business card.”

Volunteer your services.  Kathy found that volunteering her design services helps others get to know her and her work. She’s created invitations for fundraisers on a pro bono basis, and doing so has given her more visibility in the community.

Get on the Board. She accepted an invitation to be a Board member for a local charity so that she could further expand her network. The challenge here is to become known for her graphic design work and not just as a Board member.

Join local networking groups. Kathy joined a women’s professional networking group and attends their meetings as often as possible. “I’m starting to get some leads,” she says. “There’s an accounting firm in the group that has been very helpful.”

Tap your spouse’s network. Kathy’s husband works for a bank that sponsors events in and around St. Louis and she attends as many of these events as possible with him. “I made several good contacts at the bank’s holiday party, including the head of one of the larger local non-profits,” says Kathy. “I was able to arrange a breakfast meeting with her to discuss her graphic design needs.”

Schedule one-on-one meetings. Attending events and networking meetings is a great start, but Kathy knows she has to take it a step further. She sets up breakfast meetings with the business owners and community leaders she meets, so that she can listen, learn and help where she can. She comments, “These breakfast conversations often turn to how I can help them. It’s well worth it for me to give some free advice about how they can improve the look and feel of their marketing collateral.”

Make a conscious effort. With all the challenges of running a business and managing family life, Kathy learned she has to plan ahead to network. She schedules time each week to make follow-up phone calls, attend meetings or meet one-on-one with new acquaintances.

Stay in contact. The hardest part, says Kathy, is staying focused and following up with her new contacts. “I want to stay top-of-mind with strategic people without being overbearing. I’m creating a series of mailers to offer design tips. I also plan to send email blasts. LinkedIn and Twitter are helping me stay in touch too.”

Still, Kathy notes, it can be a slow process. “It takes time to get others to trust you and want to do business with you.  I’m just now beginning to get calls from prospects and others who will refer me for projects.”

What’s next?

Find out more about KC Creative. Kathy Fulton’s boutique firm specializes in graphic design and print production management. Stop by the KC Creative site.

Continue the discussion. What are you doing to build word-of-mouth and referral sources for your company? Please share your tips and comments below.

Like what you’re reading? Subscribe and get the Marketing Advantage by email. Just click on the Subscribe Today! link in the right sidebar.

Posted in Business, Marketing, Networking, Traditional marketing, Word of mouth marketing | Tagged: , , , | 1 Comment »

Another Reason to Hire a Certified Management Consultant

Posted by advantagemarketing on September 30, 2010

Certified Management Consultants stand out

CMCs stand out from a crowded field

By Loraine Kasprzak, CMC

Whether you need a management consultant to craft a marketing and communications strategy or redesign your warehousing system, there’s another big reason why you’re going to want to bring in a Certified Management Consultant™ – ISO accreditation.

Certification: the Gold Standard

Certified Management Consultants, or CMCs as we call ourselves, have demonstrated that we produce real results for clients, adhere to the Institute of Management Consultants (IMC) strict code of ethics (see the Advantage Marketing Code of Ethics), and manage our practices professionally. In essence, we’ve achieved the Gold Standard in management consulting and we perform to that standard for our clients.

According to Drumm McNaughton, CMC and IMC USA’s Chairman/CEO, “Earning the CMCis no trivial matter; it can be likened to an attorney passing the Bar examination, an accountant receiving a CPA, or an engineer obtaining a PE license.”

ISO Accreditation

Lately, with all the attacks on consultants’ integrity and performance – most recently in the Huffington Post – it’s no wonder that business owners and executives can be leery about hiring consultants. But now, thanks to the International Organization for Standardization (ISO), prospective clients can select a certified management consultant with an extra degree of assurance.

IMC has earned the prestigious ISO accreditation (for the ISO-savvy: it’s ISO/IEC 17024:2003) for its Certified Management Consultant process. IMC is only the third institute to gain ISO recognition – so it means IMC must be doing something right when it certifies consultants.

But what does ISO accreditation mean for you?

Here’s what I wrote recently in the Institute of Management Consultants Connector newsletter about IMC achieving ISO accreditation for its certification process:

Certified Management ConsultantsIt shows clients that CMCs are at the top of their game. “American business demands proven experience and ethical behavior,” says Drumm McNaughton. “Organizations can be confident that consultants with CMCs have a history of excellent performance in delivering results, have met world class standards of competence, ethics and client satisfaction, and have maintained a level of professionalism through education and periodic certificate renewal.”

It reduces the client’s risk in hiring a management consultant. “ISO 9000 allowed purchasers to rely on a manufacturer’s quality process. Similarly, IMC’s certification process means our clients and prospects can purchase management consulting services and have an assurance of quality because of the ISO accreditation,” adds David Norman, CMC and IMC USA Vice Chair Member Value.

Government agencies have already begun requesting CMCs on certain RFQs. Department of Transportation (DOT), Department of Agriculture (USDA), National Institutes of Health (NIH) and the Commerce Department are among those agencies that look for CMCs for their consulting projects.

It is an independent third-party validation. Results of a study authorized by the IMC and conducted by an independent research firm clearly state that clients value an independent third party certification, such as the CMC designation, over internal corporate certification programs which are viewed as self-promoting or pat-on-the-back.

So for your next consulting project, big or small, look for those consultants who have their CMCs. A good place to start is the IMCUSA website.

Posted in Business, Marketing Strategy, Traditional marketing | Tagged: , , , , | 3 Comments »

Letting Your Customers Have Their Say

Posted by advantagemarketing on September 17, 2010

Strengthen customer relationships

Establishing ongoing conversations with customers can benefit your company in more ways than one.

By Loraine Kasprzak, CMC

At my son’s track meet one Saturday, I got to talking to Alex Palacio, who is one of the track dads and also a partner in a web-based retail business called WebUndies.com.

“We have lots of customers,” Alex told me. “but we really don’t do much with them after the initial sale. We need to start building relationships with them.”

Companies across many industries face the same challenge – how to build and strengthen customer relationships so that both sides benefit. 

As a marketing management consultant, I believe one of the best ways to create and build a relationship with your customers is by establishing ongoing conversations with them. This gives them the opportunity to have their say about what is good, what is bad, and what they think you should do next with your products and services.

Trendwatching.com, a Netherlands-based trend-tracking agency, has dubbed the trend of seeking direct customer input “customer-made”.  This trend involves companies creating goods, services and experiences based on what they learn from engaging their customers at a very deep level. “Customer-made” can influence many facets of what the company does – from product development to brand building, from advertising to selling.

One of my past clients, for example, had developed a new software program and had several of its customers beta-testing the new product. Although the company owner was in touch with the beta-testers on a regular basis, they mostly talked about product functionality.

Having customers as beta-testers is a golden opportunity to build relationships with the people who could have a very strong influence on new product sales.  Together my client and I developed an interview guide covering a much wider range of topics, and I chatted with each of the beta-testers by phone.

Although several important “AHAs!” came out of the interviews, I believe the process itself of asking for feedback led to a strong core of committed users. These customers continue to be source of referrals and are driving product development for my client.   These customers knew my client was listening and responding to them.

There are multiple ways, in addition to phone interviews, to get an ongoing conversation started with your clients. In the online world, webinars, interactive sessions, blogs, surveys, and emails can help you learn from your customers. You may also want to try social media tools such as Twitter, LinkedIn and Facebook. These are popular among consumers, and are growing in usefulness for  business owners.

Offline, you can use more personal means, such as customer round tables, one-on-one meetings, and periodic telephone contact.

Whatever means you use, be sure that you are asking questions that get you meaningful feedback. For example, “What can we do to improve your experience with us?” and “How would you change our product/service?” are always powerful questions that can yield insightful responses from your customers.

What is your company doing to connect with its customers? Share your tips with us in the Comment section.

Photo attribution: Andy Piper on flickr.com

Posted in Business, Marketing, Marketing Strategy, Social media marketing, Traditional marketing | Tagged: , , , , | Leave a Comment »

 
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