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TUESDAY, JANUARY 19, 2010 A WEEKLY E-NEWSLETTER COMPILED BY SAM GEIST
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MARKETPLACE LESSONS
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Last week President Obama warned the U.S. financial sector that even as it returns to profitability after the crisis, it can't return to business as usual. He proposed a Financial Crisis Responsibility Fee to counter the "obscene bonuses" that are now being proposed by the banks for their top executives.
Putting politics aside, I feel his comment about returning to business as usual really is at the heart of today's business thinking--we as marketers just can't return to business as usual.
The President's remarks serve as a reminder that we must search for and use innovative, non-traditional, out-of-the-box thinking to address today's marketplace issues--we cannot return to the same-old, same-old strategies.
LESSON LEARNED:"The rules of (business) engagement have changed and in order to succeed in this new environment, we too must change our approach."
-Sam Geist
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THE STATS
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According to this, the 5th Annual Customers' Choice survey, the top ten retailers for customer service are:
- L.L. Bean
- Overstock.com
- Zappos.com
- Amazon.com
- QVC
- Coldwater Creek
- HSN
- Lands' End
- JCPenney
- Kohl's and Nordstrom (tied)
--The NRF (National Retail Federation) Foundation/
American Express 2009 Customer Service survey
BIGresearch
---------------------------------------- While small businesses are cautiously optimistic as they begin the new year, they are still preparing to face some hurdles according to this study. When asked what their organization's top challenges would be for 2010 small businesses cited the following: - 42%, cost of health insurance
- 26%, marketing expenses and building awareness
- 22%, attracting and hiring top talent
- 21%, government regulations
- 11%, gaining access to credit
- 34%, do not think/unsure if they will be able to access the credit needed in 2010
- 15% say that the inability to access credit will prevent them from adding headcount or investing in other things.
--CareerBuilder.com
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| THE QUOTES |
"The conventional view serves
to protect us from the painful job
of thinking."
-John Kenneth Galbraith,
(1908-2006),
Economist
"With competition at its peak in 2009, retailers this past year made sure to focus on excellent customer service all year long. Any company who secured a spot on the list this year should congratulate themselves and their employees for a job well done."
-Kathy Mance, VP
NRF (National Retail Federation) Foundation
For related information see
THE STATS below.
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| SITE SEEING |
Read how optimism can improve employee productivity and satisfaction.
http://www.hrmguide.com/performance/optimism.htm
When looking for creative solutions sometimes taking a step backward is the only way to take a step forward. Read why it works.
http://www.businessweek.com/innovate/content/jan2010/id2010015_791654.htm
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Connect with Sam Geist
  
Reproduction for publication is encouraged with the following attribution:
From "QuickBites," by Sam Geist. (800) 567-1861 http://www.samgeist.com
Sam Geist lectures, facilitates workshops and conducts training seminars on sales & marketing, the changing marketplace, leadership, differentiation, customer service and staff motivation. His three books, "Why Should Someone Do Business With You... Rather Than Someone Else?" "Would You Work for You?" and "Execute... or Be Executed" are available in bookstores everywhere, published by Addington & Wentworth Inc.
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