It's easy to get excited about the new, cool parts of marketing - mobile applications, interactive video, Twitter and Facebook, interesting new ways to reach out to people, that sort of thing. Excitement is good, and there's nothing inherently wrong with any of those techniques - don't get me wrong.
But it can become a problem when the fundamentals are neglected, and there's nobody there to talk to your customer when they call the 800 number - or when you're so busy developing a cool Facebook app that you start to lose track of what your customers actually want.
Cool is cool - but fundamentals are fundamental.
Read Pete Blackshaw's article, Back to Boring.
Some of the things in that article hit home for me, both as a small business owner and as a customer. I know that it seems very progressive to have the "Help" link point to a forum - that's very web 2.0, right? But when you just want to talk to a customer service person over the phone, and you can't find a phone number... that can make you want to pull your hair out!
Protect Business Name
Posted by: Bay Area Web Design | April 12, 2010 at 03:06 PM