These days what you name your business is just as important as what your product is, be it a service or something more tangible. The name is how people know what you sell. You don’t want a name that you need to educate people about before they know what you are all about. Don’t waste the marketing money and time trying to sell the name when you can make the name sell you.
People are not interested in cool exotic names or unusual named companies; they want simple names that quickly identify what that company can do for them or sell to them. Does the name tell people what you do or sell? If not what is the point of the name? Are you going to have to spend fortune marketing or branding your name so people know what your company is about? Why put the effort into selling your company name when you could be spending your time marketing your product with the name. What is more important having an unusual name or one that tells people what your company is about?
How well do you know your product and your target market? You need a name that is connected to your product and appeals to your target market. You want to keep it simple and straight forward, easy to understand, say and remember. What good is a name that is hard to remember or say? You want to have people think of your company when they are looking for your services or product. If they don’t remember the name clearly they will move onto one that they do.
Put some real though and time into picking the name for your business or company. The easier it is to market the better.
Showing posts with label branding. Show all posts
Showing posts with label branding. Show all posts
Thursday, April 16, 2009
Monday, September 22, 2008
Strategy for marketing companies to manipulate social bookmarking sites like Digg
It is a simple concept actually. Company “A” knows that there is a positive online newspaper article about them and they have also paid several blogers to write positive reviews about them or their product. Now they want people to actually see the articles. They pay a marketing company to get exposure.
The marketing company hires people to submit and vote for their client’s stories on social bookmarking sites, like Digg. People are willing to surf the net for pennies a site, there are people who will submit and vote for articles and blogs for money. It only takes 50 or so votes to make an article popular on Digg, so it is quite possible to manipulate the system to get articles popular. If you have a 100 people not connected in anyway submitting and voting on articles that they don’t have any connection to (i.e. don’t work for the company) then it would be hard to catch the manipulation.
The way it would work is that the marketing company would bulk email a list of clients stories URL’s a couple of times during the day. Each time an “employee” gets a list they start submitting the articles to Digg. If it has already been submitted they Digg it and move on to the next URL. Once a person has Dugg the list they email the marketing company that it has been completed. All the marketing company has to do is look at the persons recent Digg activity and they have proof the person did so. The “employee” could be paid 5 cents per Digg or Vote, 10 cents per story they submit and a $5.00 bonus for every article they submitted that goes popular.
It may not seem to be a lot, but if a person submits and votes for 50 stories in one day they would make at lest $2.50 for just voting. If they submitted 10 of the stores they would make at lest $3.00. Not much but if the 10 stories all became popular they would have made $53.00 just for a little bit of work. There are people who have the time and could use the money, even $2.50 with the possibility of $250.00 if they submitted all 50 stories and they became popular.
As people would be trying to be the first one to submit the story the order of submission and voting should be random again making it harder to catch. Also it you had a 1000 people willing to vote for money and you only gave each list to a 100 of them it would again make it harder to track or catch. This system would also motivate people to make stories popular, as they get a bonus out of it. This would be very cheep marketing. The cost to have a 100 people vote and make popular would be $10.05. So lets say the marketing company charges $25.00 per article, that would still be very cheep marketing for almost any company considering that when a story becomes popular on Digg it can receive 1000’s if not in the 10,000’s or more hits. This would be a winning situation for both company “A”, the marketing company and the people being paid to vote. Not so fare to anyone else though.
Please note that this is just a theory. I do not know of any one doing this, I just think that it is possible and would make people money. I used Digg as an example because it is one of the largest ones out there, but it could be done on any social bookmarking site. Would it be right, no but I think it would be an inexpensive marketing strategy that would appeal to many.
The marketing company hires people to submit and vote for their client’s stories on social bookmarking sites, like Digg. People are willing to surf the net for pennies a site, there are people who will submit and vote for articles and blogs for money. It only takes 50 or so votes to make an article popular on Digg, so it is quite possible to manipulate the system to get articles popular. If you have a 100 people not connected in anyway submitting and voting on articles that they don’t have any connection to (i.e. don’t work for the company) then it would be hard to catch the manipulation.
The way it would work is that the marketing company would bulk email a list of clients stories URL’s a couple of times during the day. Each time an “employee” gets a list they start submitting the articles to Digg. If it has already been submitted they Digg it and move on to the next URL. Once a person has Dugg the list they email the marketing company that it has been completed. All the marketing company has to do is look at the persons recent Digg activity and they have proof the person did so. The “employee” could be paid 5 cents per Digg or Vote, 10 cents per story they submit and a $5.00 bonus for every article they submitted that goes popular.
It may not seem to be a lot, but if a person submits and votes for 50 stories in one day they would make at lest $2.50 for just voting. If they submitted 10 of the stores they would make at lest $3.00. Not much but if the 10 stories all became popular they would have made $53.00 just for a little bit of work. There are people who have the time and could use the money, even $2.50 with the possibility of $250.00 if they submitted all 50 stories and they became popular.
As people would be trying to be the first one to submit the story the order of submission and voting should be random again making it harder to catch. Also it you had a 1000 people willing to vote for money and you only gave each list to a 100 of them it would again make it harder to track or catch. This system would also motivate people to make stories popular, as they get a bonus out of it. This would be very cheep marketing. The cost to have a 100 people vote and make popular would be $10.05. So lets say the marketing company charges $25.00 per article, that would still be very cheep marketing for almost any company considering that when a story becomes popular on Digg it can receive 1000’s if not in the 10,000’s or more hits. This would be a winning situation for both company “A”, the marketing company and the people being paid to vote. Not so fare to anyone else though.
Please note that this is just a theory. I do not know of any one doing this, I just think that it is possible and would make people money. I used Digg as an example because it is one of the largest ones out there, but it could be done on any social bookmarking site. Would it be right, no but I think it would be an inexpensive marketing strategy that would appeal to many.
Friday, August 1, 2008
Your trade show booth is as important if not more so then your product
If you are a whole seller you already understand how important your trade show displays are. They are what sell your company to the buyers. Having an excellent presentation of your product increase orders, just the same way as having a good commercial will sell a product. Your booth is your ad or commercial and you must use it to sell your product. Retailers are looking for something that will sell in their stores, but you have to get them into your booth before they will buy.
Wholesale and trade shows are nothing but extreme competition these days. It truly is a world market now. At some of the larger shows you can have companies from all over the world all with Trade Show Display Booths designed to capture buyers attention. It is no longer enough that you have great product, prices and reputation you need to have a Trade Show Display Booth that will bring in new customers as well as old customers. Your booth has to sell not only your product line but must also brand your company image.
A booth is no longer a table and walls with product and info packs and cardboard displays, now they are mini stores and show rooms. They have to be very professional looking and give a company image that buyers will be using to judge your company even before they look at your product. It can be more important to invest into your booth then invest in any other type of marketing as this is going to be what the people who buy will see when they are looking to buy. It will have more impact at the time then a flyer or catalogue later on. It is as simple as this, you are not going to make sales to the end customer and create a demand for your product if you cannot get your product into stores and your not going to make the sales to the retailers if you don’t have the right display booth.
Wholesale and trade shows are nothing but extreme competition these days. It truly is a world market now. At some of the larger shows you can have companies from all over the world all with Trade Show Display Booths designed to capture buyers attention. It is no longer enough that you have great product, prices and reputation you need to have a Trade Show Display Booth that will bring in new customers as well as old customers. Your booth has to sell not only your product line but must also brand your company image.
A booth is no longer a table and walls with product and info packs and cardboard displays, now they are mini stores and show rooms. They have to be very professional looking and give a company image that buyers will be using to judge your company even before they look at your product. It can be more important to invest into your booth then invest in any other type of marketing as this is going to be what the people who buy will see when they are looking to buy. It will have more impact at the time then a flyer or catalogue later on. It is as simple as this, you are not going to make sales to the end customer and create a demand for your product if you cannot get your product into stores and your not going to make the sales to the retailers if you don’t have the right display booth.
Thursday, June 19, 2008
How you display your product helps create your company's image
How you display your product shows how much pride you have in it. It also develops the image of your company. It does not matter if you are providing information, giving away samples or actually selling, peoples first impressions go a long way to developing an brand image for your product and your company. You always want to make the best impression possible.
I love selling at festivals, craft shows and even the odd trade show. One of the things I learned very quickly is that the look of your table or booth is just as important as your product. If you do not look professional then people are not going to want to buy from you, or even take your information. Image is everything when it comes to sales. How people perceive your booth in the first few seconds is what they use to decide if they are going to come over to it or walk around it. So you know your staff and the booth need to look tidy, clean and professional to get people to come over. At the same time you need to stand out from all the other booths.
How you display your product will have an impact on how your booth looks, and if people will come over to look. Over the years I have developed a weakness for displays. I am always looking for the newest table top display. There are always better ones coming out. I use them to change and improve my booths look every year, and yet I have to try and make it so that people recognize that it is us and come over to see what new products we have this year. Having table covers with our name and logo on the front of the table makes it easy for people quickly identify that it is us. It also gives us a nice professional look to attract new customers. It really does make a difference in our sales when we take the time to maintain a professional but unique look to our booth.
I can also say as a buyer at a wholesale show how a trade show exhibits looks does determine if I check out their product or not. It also influences me in desiding to buy from someone. If they don’t take care of the booth, have a professional looking display of their products, and looks different from the 100 other booths all selling the same or similar products I am less likely to buy from them. If they don’t take the time to take care of their booth what quality of product can I expect from them? On the other hand if the booth is easy to identify, professional, and looks good I am more likely to trust their quality. It is like shopping at the dollar store where everything is crammed together or a fine jewellery store where everything is professionally displayed with each piece is placed with care and thought to its value.
If you don’t care how your booth looks or how your product is displayed then why should anyone care about your company or product. I had learn the hard way that if you don’t spend the money to make sure your booth looks good it does not matter what you are selling or giving away, you will not make sales or contacts. Over the years the quality and look of my booth has improved as I was able to afford better displays, table cloths and even a better looking booth. The more I invested into the image of my company the better I did.
I love selling at festivals, craft shows and even the odd trade show. One of the things I learned very quickly is that the look of your table or booth is just as important as your product. If you do not look professional then people are not going to want to buy from you, or even take your information. Image is everything when it comes to sales. How people perceive your booth in the first few seconds is what they use to decide if they are going to come over to it or walk around it. So you know your staff and the booth need to look tidy, clean and professional to get people to come over. At the same time you need to stand out from all the other booths.
How you display your product will have an impact on how your booth looks, and if people will come over to look. Over the years I have developed a weakness for displays. I am always looking for the newest table top display. There are always better ones coming out. I use them to change and improve my booths look every year, and yet I have to try and make it so that people recognize that it is us and come over to see what new products we have this year. Having table covers with our name and logo on the front of the table makes it easy for people quickly identify that it is us. It also gives us a nice professional look to attract new customers. It really does make a difference in our sales when we take the time to maintain a professional but unique look to our booth.
I can also say as a buyer at a wholesale show how a trade show exhibits looks does determine if I check out their product or not. It also influences me in desiding to buy from someone. If they don’t take care of the booth, have a professional looking display of their products, and looks different from the 100 other booths all selling the same or similar products I am less likely to buy from them. If they don’t take the time to take care of their booth what quality of product can I expect from them? On the other hand if the booth is easy to identify, professional, and looks good I am more likely to trust their quality. It is like shopping at the dollar store where everything is crammed together or a fine jewellery store where everything is professionally displayed with each piece is placed with care and thought to its value.
If you don’t care how your booth looks or how your product is displayed then why should anyone care about your company or product. I had learn the hard way that if you don’t spend the money to make sure your booth looks good it does not matter what you are selling or giving away, you will not make sales or contacts. Over the years the quality and look of my booth has improved as I was able to afford better displays, table cloths and even a better looking booth. The more I invested into the image of my company the better I did.
Tuesday, May 27, 2008
Does negative marketing work?
I understand marketing and advertising. I know that Realtors leave their signs up, with a sold sign, after they sell a house because it reinforces that they will sell your home or find you one. It is a good way to get clients. Toy companies will create a cartoon with the sole purpose to develop a market for a toy line. It is the best advertising possible for a toy line. Stores always place the candies or other impulse products right by the cash register so you see them as you wait in line. This all makes sense; it all reaches a specific market.
Suddenly I am seeing more negative ads. The ones that tell you, "don’t drink and drive", "don’t smoke it kills you" and "put on a life jacket when boating." I have to wonder how well these work. It is easy to understand positive marketing and advertising because it is targeted to our needs, wants, desires and impulses. How effective is advertising at keeping us from doing something?
I completely understand and support why the Canadian Government is using negative ads and restrictions to reduce cigarette sales. I even use negative conditioning with my kids, young as they are. I tell them cigarettes are yucky; they make your teeth yellow and your breath stinky. I hope it has an impact on them when they are older. I have watched all the changes forced onto the tobacco industry, both to the companies that manufacture and sell cigarettes.
First it was the regulations on what they could show in ads, they could not be targeted to the young anymore. Then they could not advertise or sponsor events and activates any longer. You had to show id to buy cigarettes and can be charged for buying for or selling cigarettes to minors. Soon the negative advertising started with comments and pictures on the actual cigarette packaging. This did not seem to work very well. Though I did like the TV ad that showed teens how smoking changes their appearance, makes their skin shallow and their teeth stained, that it ages them. That one seemed to work by targeting vanity not health. There came kids against smoking ads, famous people against smoking and now people who are dieing of lung cancer or have lost people to lung cancer ads.
The newest negative marketing strategy came as a shock. Behind the counter at a corner store appeared to be at first glance empty shelves where cigarettes had been. Nope it was metal doors hiding the cigarettes. You can still buy them, but you cannot look at them. This is to try and reduce impulse buying I guess, or the out of sight, out of mind idea. It is going to be interesting to see how it works. It is becoming expensive to sell cigarettes with all these restrictions and fines. I wonder if it is still worth it to stores to sell them. I think that eventually it will not be cost effective and they will stop. If stores stop caring them then the Government will have effectively reduced sales of tobacco products with out actually banning it. But is it going to work?
Suddenly I am seeing more negative ads. The ones that tell you, "don’t drink and drive", "don’t smoke it kills you" and "put on a life jacket when boating." I have to wonder how well these work. It is easy to understand positive marketing and advertising because it is targeted to our needs, wants, desires and impulses. How effective is advertising at keeping us from doing something?
I completely understand and support why the Canadian Government is using negative ads and restrictions to reduce cigarette sales. I even use negative conditioning with my kids, young as they are. I tell them cigarettes are yucky; they make your teeth yellow and your breath stinky. I hope it has an impact on them when they are older. I have watched all the changes forced onto the tobacco industry, both to the companies that manufacture and sell cigarettes.
First it was the regulations on what they could show in ads, they could not be targeted to the young anymore. Then they could not advertise or sponsor events and activates any longer. You had to show id to buy cigarettes and can be charged for buying for or selling cigarettes to minors. Soon the negative advertising started with comments and pictures on the actual cigarette packaging. This did not seem to work very well. Though I did like the TV ad that showed teens how smoking changes their appearance, makes their skin shallow and their teeth stained, that it ages them. That one seemed to work by targeting vanity not health. There came kids against smoking ads, famous people against smoking and now people who are dieing of lung cancer or have lost people to lung cancer ads.
The newest negative marketing strategy came as a shock. Behind the counter at a corner store appeared to be at first glance empty shelves where cigarettes had been. Nope it was metal doors hiding the cigarettes. You can still buy them, but you cannot look at them. This is to try and reduce impulse buying I guess, or the out of sight, out of mind idea. It is going to be interesting to see how it works. It is becoming expensive to sell cigarettes with all these restrictions and fines. I wonder if it is still worth it to stores to sell them. I think that eventually it will not be cost effective and they will stop. If stores stop caring them then the Government will have effectively reduced sales of tobacco products with out actually banning it. But is it going to work?
Friday, May 9, 2008
Be smart when starting and running your own business
Over the years we have built up our business the hard way, mostly with luck, hard work and unexpected opportunities. The biggest thing we have realized is that you have to be constantly learning and changing. Just because something works or sells today does not mean it will tomorrow. It is a lot harder running your own business then being told what to do by a boss.
If you are your own boss then you need to be smart about it. Put the time into market and product research. Don’t assume that because you can sell something at place A that you can sell the same thing the same way at place B. We started selling to a very large hobby group, with a very focused market.
I started buying and selling used items to a medieval historical re-enactment hobby group. I was doing what everyone else was doing and that was working well for me. I made some money and had fun. Then I started talking to everyone, found out what they liked and were searching for; Market research. I made sure that is what I brought in; Meet the needs of the target market. I ended up having people giving me shopping lists and they would pick up the items from me at the next event we were both at. This was great, I was making money and people where getting what they wanted. I soon discovered that I could not always find what people were looking for as used items. I saved my money and then started buying from wholesalers and designing my own line of jewelry; Created a new way to better meet the target markets needs.
Suddenly it was a whole new ball game. I was the only local merchant selling new product; Created a market. My sales when out the roof, I had cornered the market. I re-invested the money into more stock and displays; Meeting ever changing needs and building a brand image. Sales increased and I started selling all over Ontario; Increasing my target market. After about two years other people started to copy me and eventually I started to loose some sales as the market was small; Recognized a change in the market. I expanded to a larger market, selling at craft fairs and then moved to large festivals all over Ontario; Changing my target market.
Again I had an unusual product as everything had a medieval theme to it. This helped make us stand out from other vendors; Creating an image branding my company. However we had to learn how to sell at festivals, it was much different from selling at smaller group events. Both my husband and I had to be there, selling and creating; Expanding the business to meet customers needs in a timely manner. Before I had an established market and because we had consistent contact with our customers we could take orders and almost guaranty sales at the next event. Suddenly we had to earn peoples willingness to part with their money to buy from us with out the established relationship I had with my other customers. We had to develop an entire different way to market our product and ourselves.
We were very fortunate in that we only sold at juried festivals, this limiting the number of competition and pretty much guaranteeing that no one else was selling exactly the same thing as us. We also had several different product lines and prices, that all fit the theme we were able to meet the demands of several different target markets at the same time. As one of the only theme vendors we stood out enough that people brought their friends just to look at our both, and usually buy something.
It was strange because what sold at one festival was not what sold at the next. We had to be able to quickly identify how to market our product and our company at each festival. This was usually accomplished with our displays and even what product we displayed front and center. It was learning experience every festival. Eventually we developed a brand image as we did the same festivals every year. Again though people saw what was working for us and suddenly we have competition starting to sell at the festivals. So we are no longer as unique and different as we used to be. Time to make some changes.
Just over a year and a half ago we opened a theme online store, http://www.medievalmagic.ca/, yet again expanding our target market. We have spent the time learning about selling online. It is a completely different beast then selling retail to impulse buyers or established customers. There is no end to the competition so you don’t market your product you have to market your site and build a brand image. It is a lot harder then it sounds unless you have a lot of cash to throw around.
We have taken what we have learned have made some drastic changes in our website this month. We changed the look, redesigned how our site works, whom we market to and how we market to them. We are even changing our product from mainly manufactured product and some of our handcrafted pieces to a 50/50 split. We will slowly move away from pieces we buy from a wholesaler to what we make. However the key is flexibility to change with market demands.
If you are your own boss then you need to be smart about it. Put the time into market and product research. Don’t assume that because you can sell something at place A that you can sell the same thing the same way at place B. We started selling to a very large hobby group, with a very focused market.
I started buying and selling used items to a medieval historical re-enactment hobby group. I was doing what everyone else was doing and that was working well for me. I made some money and had fun. Then I started talking to everyone, found out what they liked and were searching for; Market research. I made sure that is what I brought in; Meet the needs of the target market. I ended up having people giving me shopping lists and they would pick up the items from me at the next event we were both at. This was great, I was making money and people where getting what they wanted. I soon discovered that I could not always find what people were looking for as used items. I saved my money and then started buying from wholesalers and designing my own line of jewelry; Created a new way to better meet the target markets needs.
Suddenly it was a whole new ball game. I was the only local merchant selling new product; Created a market. My sales when out the roof, I had cornered the market. I re-invested the money into more stock and displays; Meeting ever changing needs and building a brand image. Sales increased and I started selling all over Ontario; Increasing my target market. After about two years other people started to copy me and eventually I started to loose some sales as the market was small; Recognized a change in the market. I expanded to a larger market, selling at craft fairs and then moved to large festivals all over Ontario; Changing my target market.
Again I had an unusual product as everything had a medieval theme to it. This helped make us stand out from other vendors; Creating an image branding my company. However we had to learn how to sell at festivals, it was much different from selling at smaller group events. Both my husband and I had to be there, selling and creating; Expanding the business to meet customers needs in a timely manner. Before I had an established market and because we had consistent contact with our customers we could take orders and almost guaranty sales at the next event. Suddenly we had to earn peoples willingness to part with their money to buy from us with out the established relationship I had with my other customers. We had to develop an entire different way to market our product and ourselves.
We were very fortunate in that we only sold at juried festivals, this limiting the number of competition and pretty much guaranteeing that no one else was selling exactly the same thing as us. We also had several different product lines and prices, that all fit the theme we were able to meet the demands of several different target markets at the same time. As one of the only theme vendors we stood out enough that people brought their friends just to look at our both, and usually buy something.
It was strange because what sold at one festival was not what sold at the next. We had to be able to quickly identify how to market our product and our company at each festival. This was usually accomplished with our displays and even what product we displayed front and center. It was learning experience every festival. Eventually we developed a brand image as we did the same festivals every year. Again though people saw what was working for us and suddenly we have competition starting to sell at the festivals. So we are no longer as unique and different as we used to be. Time to make some changes.
Just over a year and a half ago we opened a theme online store, http://www.medievalmagic.ca/, yet again expanding our target market. We have spent the time learning about selling online. It is a completely different beast then selling retail to impulse buyers or established customers. There is no end to the competition so you don’t market your product you have to market your site and build a brand image. It is a lot harder then it sounds unless you have a lot of cash to throw around.
We have taken what we have learned have made some drastic changes in our website this month. We changed the look, redesigned how our site works, whom we market to and how we market to them. We are even changing our product from mainly manufactured product and some of our handcrafted pieces to a 50/50 split. We will slowly move away from pieces we buy from a wholesaler to what we make. However the key is flexibility to change with market demands.
Thursday, February 21, 2008
The value of human contact in branding and marketing
There is a lesson to be learned by examples set by some of the larger companies who have forgotten the value of human contact in branding and marketing. There is nothing like getting an automated system when you call a company verses getting a real person. I know of some companies that have lost a lot of customers, like me, this way. All you ever got was a machine you had to fight with it to get an answer or directed to the right department, then maybe you might get a real person. I am now dealing with a company that advertises that they have real people answering the phones. I know that a lot of companies have re-evaluated the cost savings of automated systems verses customer loss due to perceived poor customer service. Quit a few companies now advertise the fact that you reach real people when you call.
If you have a store and your customers spend more time looking for some one to help them then looking at products you have a problem. If the staff they find tells them it is not their department so they cannot help, you have a problem. Every thing people do or do not do when representing your company affects how people view your company. If some one gets poor service in a restaurant, they are not likely to go back. It’s the same in any area of business. Word of mouth is one of the strongest marketing tools out there; the people working for you have a direct influence on what is being said.
If you don’t have good people in contact with your customers you will not have a good relationship with those customers. This goes from the person who answers the phone, to taking orders, or resolving issues. If you are not going to take the time to help me I will take my business else where thank you. To day the customers control where they buy from, and if you don’t meet their needs and wants they will find some one else who will.
There are more companies out there succeeding because they know how important any and every contact with a customer or potential client is. People are willing to pay more when they get good service. People judge your company on how they perceive their treatment and the quality of your goods/product. I don’t care how good your product is, or what a great deal it is price wise if your employees treated me poorly.
The bottom line is customers want to feel valued. Having a person willing and able to help resolve problems effectively and efficiently makes some one feel more valued then having to fight with a phone system, or search on a web site for answers or dealing with an unhelpful person. Every person who works for a company represents that company when dealing with others, they are branding your company no matter how much marketing you do.
If you have a store and your customers spend more time looking for some one to help them then looking at products you have a problem. If the staff they find tells them it is not their department so they cannot help, you have a problem. Every thing people do or do not do when representing your company affects how people view your company. If some one gets poor service in a restaurant, they are not likely to go back. It’s the same in any area of business. Word of mouth is one of the strongest marketing tools out there; the people working for you have a direct influence on what is being said.
If you don’t have good people in contact with your customers you will not have a good relationship with those customers. This goes from the person who answers the phone, to taking orders, or resolving issues. If you are not going to take the time to help me I will take my business else where thank you. To day the customers control where they buy from, and if you don’t meet their needs and wants they will find some one else who will.
There are more companies out there succeeding because they know how important any and every contact with a customer or potential client is. People are willing to pay more when they get good service. People judge your company on how they perceive their treatment and the quality of your goods/product. I don’t care how good your product is, or what a great deal it is price wise if your employees treated me poorly.
The bottom line is customers want to feel valued. Having a person willing and able to help resolve problems effectively and efficiently makes some one feel more valued then having to fight with a phone system, or search on a web site for answers or dealing with an unhelpful person. Every person who works for a company represents that company when dealing with others, they are branding your company no matter how much marketing you do.
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