I got another customer satisfaction survey from my bank the other day. Once again a request for me to take my time to tell them how they are doing. Once again a perfectly framed poll asking closed ended questions so that someone, somewhere can report their score delta and check off an item on their [...]
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Posted in Uncategorized, community, consumer behavior, consumer generated content, marketing, social branding, social marketing, social media, social network, web on Jun 14th, 2011
SHARETHIS.addEntry({ title: “Fighting Back from Social Media Hoaxes”, url: “http://spurspectives.com/fighting-back-from-social-media-hoaxes/” });
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Posted in banking, branding, community, consumer behavior, consumer engagement, customer engagement, customer interaction, financial services, marketing, network, social network on Jun 1st, 2011
I moved 11 years of account history with Bank of America to a local Overland Park, Kansas bank with one branch location.
When I say local, I mean 20.69 miles from my home. Pretty big inconvenience for me, wouldn’t you say? Yes and no.
I’m a loyal customer to my new bank for a few different reasons. [...]
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Posted in Uncategorized, branding, consumer behavior, consumer perception, customer interaction, donor engagement, marketing, marketing innovation, social marketing, social media on Mar 28th, 2011
The quest for ROI is distorting how we conduct marketing. In a desperate attempt to appear relevant to the C suite, there is a mad rush to test and measure. We gather and process quantitative data with the fervor of a 49er mining gold. Hey, I am all for marketing analytics [...]
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Posted in banking, consumer behavior, customer relationship management, donor engagement, financial services, marketing, marketing innovation, personalized marketing, social media, transformation on Jan 3rd, 2011
Gartner predicts U.S. tablet sales will exceed 20 million in 2011. By this time next year 10% of all Americans will have a tablet and half of us will have smartphones - a year later will see ⅓ of us with tablets. Gartner goes on to predict that by 2015 most [...]
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Posted in banking, branding, consumer behavior, consumer engagement, consumer perception, customer engagement, financial services, follower, imitation, individualized marketing, investment, leader, marketing, marketing budget, marketing innovation, personalized marketing, social marketing, social media, social network on Oct 18th, 2010
I talk to a lot of community bankers. They’re fascinating people. Just like anywhere else, no two are alike. Everyone has a unique story. The same is true of the banks they run. They’re all different with their own unique culture. Yet, they all seem to share a common problem with marketing differentiation. How can [...]
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Posted in branding, community, consumer behavior, consumer perception, kansas city, marketing, network, personalized marketing, social branding, social marketing, social media, social network, twitter, web on Aug 24th, 2010
The concept of promoting a personal brand has gained a lot of traction as social media have grown. In many respects it’s good for everyone involved. But it’s something I’ve never been comfortable with adopting. I’ve given it a lot of thought and now I think I understand my reluctance.
My friend Autom Tagsa wrote a [...]
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Posted in branding, community, consumer behavior, consumer engagement, consumer perception, customer engagement, customer interaction, customer relationship management, marketing, marketing innovation, network, seth godin, social branding, social marketing, social media, social network, transformation on Jul 14th, 2010
This is a simple, straightforward question. Is your first touch selfish? Is the first contact that you have with your prospects about you or about them? It’s surprising how many businesses only realize this is important when they are asked. Even then, some folks never get it.
In 1999, Seth Godin published Permission Marketing: turning strangers [...]
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Posted in SPURspectives, banking, branding, community, consumer behavior, consumer engagement, consumer perception, customer engagement, customer interaction, financial services, follower, leader, lifecycle, marketing, marketing budget, marketing innovation, social branding, social marketing, social network, spur communications, transformation on Jul 13th, 2010
Regular readers of SPURspectives know that Spur Communications provides marketing services for financial services and community benefit organizations. We are routinely asked to help with brand development. So, we spend a lot of time asking why — Why do you exist? Why do you matter? Why should someone care? As you can imagine, our nonprofit [...]
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The South African World Cup has come and gone. Spain is the World Cup champion for the next four years and Paul the Octopus has proven to be the most reliable gambler’s aid on earth, albeit below the waves. This is one final post on my observations of the World Cup and what it can [...]
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