Locavorism – a one note mantra

Farmers Mkt MontrealTwo weeks ago I read a New York Times op-ed Math Lessons for Locavores  by Stephen Budiansky which to my mind warranted an instant tweet. Hurrah  for Stephen who was finally broadening the debate. I think that locavores  have for too long sung a one note mantra unabated (with you know who as their goddess and supported by a priesthood of revered celebrity chefs and food writers). The tenets of locavorism have been oversimplified. The terms ‘fresh’, ‘local’, ‘organic’ and ‘sustainability’ are randomly interchanged by too many who fail to understand the complexities of our current food supply system. It isn’t that simple! 

I’m tired of the one note locavore mantra; locally produced food is not necessary better for us or the environment if grown with lots of chemicals (in the pesticides and fertilizers) and energy expenditure on irrigation and heating as opposed to the same fruits or vegetables grown in their natural environment under sustainable farming practices. 

The discussion needs to be expanded beyond food miles and organics (simply a soil management system) and include every part of our food system — from cultivation, transport of raw ingredients for processing, packaging and storage and finally transport to markets. A report from the USDA cites that the processing, packaging, storage, transportation, retail and foodservice operations account for roughly 58 percent of the energy expended in our food supply chain. Only when the entire supply chain is evaluated can we begin to assess the true cost of the food on our plates. Many fresh food advocates are so stuck in the locavore dogma that they ignore the bigger issue of the environmental impact of processed foods verses any fresh food regardless of origin.

Let’s focus the debate on ‘real’ food – fresh unprocessed food produced sustainably. I’m all for fresh food and I do shop at New York city farmers markets  dotted across the city nine months of the year. Locally produced produce is undoubtedly fresher and therefore often tastier than something harvested and shipped from afar. However, some fruits and vegetables do not suffer from transport and as a result can be enjoyed all year long.  It could be also argued that we have successfully breed most of our produce for beauty and bounty rather than flavor so regardless of how far it travels to get to your table your grandmother will complain it has no flavor!

If it came from a plant eat it; if is was made in a plant; don’t’. Michael Pollen

I have no qualms about purchasing fresh grapes and blueberries from South America, almonds from Spain, olives from Greece and the list goes on. Industrial nations can’t produce enough food to feed their populations and developing agricultural nation’s primary GNP is from the export of foodstuffs. We need to create a balanced sustainable equation for all, after all humans have been trading foodstuffs for over 3,000 years – why stop now?

posted by Brona Cosgrave (@bronacos)

 

Are You Looking like Superman or Invisibleman Online? Three Steps to Strengthen Your Personal Image Online

By Shashi Bellamkonda (@shashib) and Priya Ramesh (newpr)

I am so honored to have Shashi Bellamkonda, Social Media Director, Network Solutions, a CRT/tanaka client guest post with me today. Shashi is very well known in the DC region as a community evangelist for Network Solutions and was recently recognized as Washington’s Top-100 Tech Titans. He never ceases to amaze me with his knowledge of social media tools and applications, an innate sense of humor and willingness to help the Network Solutions community, all key ingredients for a good brand evangelist. Thank you Shashi!

This post is intended to help you create and maintain a strong online presence so when someone Googles your name, you appear to walk the social media talk. If done right, you could become a successful personal brand but please note that our philosophy on personal branding is to leverage it for community building NOT to turn into a narcissist that likes to tute his/her own horn 24/7 on social networks. We have a lot of those already. So let’s get started:

1) Setting up a Twitter account:

  • Search for your friends in your contact list and connect with them
  • Send an email to friends and colleagues that you have joined Twitter
  • Set up a Twitter search for your keywords that are important to you that you may be looking for in Google ( example: Your name, company name, products, competitor)
  • Check  and reply to mentions of @yourTwitter id
  • Reply to DMs
  • Share articles that interest you, good news about you, an event that  inspired you
  • Retweet your network’s interesting tweets

2) Update and complete your LinkedIn profile:

  • Connect to friends and colleagues
  • Identify professional LinkedIn groups to join and participate in

3) Take Your Online Connections Offline to Increase Brand Exposure

  • Attend local grass roots events
  • Volunteer to conduct workshops and speak on topics you are skilled at
  • Seek opportunities to attend and speak at events

4) Thought leadership through Content:

  • Talk about the latest trends in your perspective preferably non- political and takes a view of how news and events affect common man
  • Talk about good news and events of yourself and events of your close network
  • Talk about your interests
  • Announce your speaking events other announcements
  • Invite guest posters or interview them using email questions

The above steps might seem a little daunting and time consuming but YOU can do it. If you want to see the results of what a robust online image looks like, just Google up Shashi Bellamkonda and you will see what I am talking about. I want to thank Shashi once again for sharing some great tips on how to walk the social talk. Now let’s get you there!

 

Mixologist ‘Booze Pros’ Should Shake Things Up with Twitter

THE BOOZE BIN

By Cassandra Bianco (@cnbianco)

Mixologists, or liquor sommeliers if you will, are the charming cocktail house folks who meticulously master libations for a living. Dream job? I think so. The world’s best continue to be plucked by major liquor companies and the brand ambassador campaigns integrate traditional and social media.

The current allure of cocktail bars is their “underground” positioning—usually physically hidden—like Brooklyn’s unmarked Hotel Delmano, and more famously, New York’s PDT that’s located underneath a hot dog shop. Mixologists have developed their own identities— take the clean-cut mustachioed bartenders at the Manhattan Inn in Greenpoint, Brooklyn. With the classic cocktail throwback, old school décor and baby grand piano jazz, my Warsaw Mermaid buzz quickly progressed to hallucinations of a Great Gatsby scene.

A great way to remain under the radar, but still well-known is Twitter. The social medium is a resource for mixologists who lack support from a team of PR pros.

Here are five reasons to raise the [Twitter] bar:

  1. Gain spirits world cred: Develop an online fan base, give shout outs to VIP guests, share press coverage and post video clips.
  2. Give live-time alerts: Mixologists showcase their concoctions and talents at the 42Below World Cup, Manhattan Classic, Tales of the Cocktail, Taste of the Nation and the StarChefs International Chefs Congress, among others. Fans would love to see event snippets and test out recipes. An impromptu promotion tweet could potentially completely transform Friday night turnout.
  3. Mystery appeal still concealed: Food trucks remain mysterious by only disclosing their geographic location via Twitter. Lady Gaga has +5.8 million followers, yet on Saturday nights, no one ever knows which Lower East Side bar she’s frequenting. If the fear is losing the bar’s secretive stature, opt out of Foursquare, like mixologist @JasonLittrell has done with his bar, The Randolph.
  4. Monitor booze buzz: here are some NYC top tweeters:

5. Capitalize on the trend: Bottom line? It’s been proven that good tweeting equals financial success. Need I say more? Time for a drink.

The craft requires not just angostura bitters, but innovation to be the key ingredient. A step further is delving into molecular mixology, like Eben Freeman. He recently appeared on a Cooking Channel Drink Up episode showcasing a screwdriver that jiggled on a plate and took exact-shape, texture and coloring of a sunny-side up egg. Cheers to that.

 

Why #FollowFriday is Key to Social Media Engagement

By Jenn Riggle

Social media is a lot like high school. People striving to prove their popularity by counting fans and followers. But what should you do if you’re sitting at the popular table and no one’s talking to you?

This seems to be a challenge a lot of organizations are facing. It’s hard to have a conversation if no one is talking back.

If we accept the 90-9-1 assumption that 90 percent of your community are “lurkers,” who read online content but never comment, 9 percent are “active lurkers” who participate in some activity and 1 percent are content creators, how can we get the active lurkers to engage?

There’s a marketing rule of thumb that it takes three impressions before someone remembers your message. The same holds true for helping to convince your followers and fans to engage. Here are some simple ways you can help your followers and fans to engage more with you:

Listen and Share: This is really the first step in social media engagement. That’s why the Twitter retweet (RT) function and the “share” feature on Facebook are so important. They allow people to say “I agree with this” or “Check this out” without having to step out of their comfort zone.

#FollowFriday: One way to take your relationship with your community members to the next level is to recognize them on #FollowFriday (#FF). While some people like businessman and blogger, Chris Voss, think that #FF is just a lot of noise that clutters the Twitter stream, others like SocialNicole (and myself) think it can be used strategically as well. Especially if your goal is to break the wall of silence that sometimes separates you from your followers.

Who to Recommend? Once you’ve decided you want to begin using a #FF strategy, you need to decide who you should recommend. Probably the easiest thing to do is recommend people you retweet (RT) during the week, or people who have RTd you. They have already engaged in some capacity so it’s a great idea to recognize them and encourage them to participate further.

Be Selective: Rather than post a long list of #FF recommendations, consider recommending a smaller group of people and explain their commonalities. Skeeter Hansen and Al Ferretti from TwitterWatchDog also have some great #FF recommendations as well.  

Use Your Manners: Thank people for sharing information that interests you or people who have RTd you. When you do, this implies a more sincere and genuine relationship, even if you’ve never talked before.

Direct Messages: I love the direct message feature because it’s the private Twitter conversations that occur behind the scenes. You can only direct message (DM) people who are following you, so this helps to foster a closer relationship with your followers – provided you don’t send them spam. DMs make people feel more unique because they aren’t messages posted to the public Twitter stream.

Polls & Contests: Find ways to let your followers vote or rate content through contests or polls on your Facebook fan page. This is another way they can take a more active role, without stepping out of their comfort zone.

It takes time to form friendships. But by doing simple things to show that you care about your community, you can help bring engagement to the next level.

(Image originally found on My English Webmarks)

 

What’s in a name? As BP works to rebuild its image, could a name change be inevitable?

By Jeff Wilson, APR (@wilson0507)

In Shakespeare’s classic “Romeo and Juliet,” it was fair Juliet who quipped, “What’s in a name? That which we call a rose by any other name would smell as sweet.” While this may have held true for star-crossed lovers in Shakespearean times, the same doesn’t hold true for corporations operating today.

Take BP for example. “The energy giant … which once packaged itself as an environmental visionary now confronts the future with a new identity: progenitor of the worst oil spill in American history,” writes Peter S. Goodman of The New York Times.

Even though BP has worked with the federal government to set up a $20 billion claims fund – which starting this week is being processed by the independent Gulf Coast Claims Facility (GCCF) – the damage done to the BP name and reputation may be irreversible.

Could an inevitable name change be on the horizon for BP? Perhaps. But a corporate name change is not something that should be taken lightly or done hastily. Corporate name changes can be lengthy and expensive propositions.

“BP needs to understand how the company’s name is impacting its respective audiences. There needs to be extensive analysis of the benefits of a name change to stakeholders,” according to Brian Ellis, CRT/tanaka executive vice president and leader of the agency’s crisis consultancy. “Even if the company decides to change its name, to suddenly think that the public isn’t smart enough to realize what they’re doing is preposterous.”

Consider one group of stakeholders – BP gas station owners – and how they have been impacted by the tragedy. They’re now saddled with the shattered BP image, which has led some consumers to boycott their stations. It’s worth noting that BP owns just a fraction of the more than 11,000 stations across the country that sell its fuel. Most BP-branded stations are locally owned and operated. News reports indicate that station owners are divided over whether a new name is warranted.

Some favor a return to using the name Amoco (which once stood for American Oil Co.) or some other name as part of reputation-building measures. Others say tampering with the already tattered company image would be risky, given all the marketing dollars already spent by BP during its environmentally friendly marketing campaign, in which it declared that BP stood for “Beyond Petroleum.”

Jamey Boiter of Fast Company takes the idea of a new image for BP a step further by suggesting that not only should the company change its name to Amoco, it should also change its primary color from green to blue.

“[BP has] tainted the color green now so it is meaningless. For some time, design experts (and environmentalists) have been asking green clients and consumers to consider alternatives for the overused color,” Boiter writes, suggesting blue instead. “Blue is the new green. Blue is sincere. Blue is honest. Blue is calming. Blue is American. Blue is the Gulf (or it will be again someday).” 

Although it’s interesting to speculate about whether a new name or even a new color for BP is warranted, don’t expect a new BP identity any time soon. Time would be better spent continuing to clean up the mess in the Gulf and making sure residents and businesses get back to achieving some level of normalcy as quickly as possible. Then, and only then, will it be time to consider whether the BP name is worth salvaging.

BP is not alone. Other companies have changed their names amid crises. Here is a brief look at three.

Valujet to AirTran. Probably one of the most memorable corporate name changes in recent memory is the discount airline carrier’s switch from Valujet to AirTran following the 1996 crash in which a DC-9 carrying 110 people plummeted into the Florida Everglades. There were no survivors. Time magazine contends that even by the standards of plane crashes, the Valujet crash was a grisly tragedy. “In a corporate disappearing act, the troubled airline bought a smaller rival and adopted its name, becoming AirTran Airways. Overnight, ValuJet shed its sketchy reputation and vaguely unsettling name, which suggested the company might be willing to cut a few corners in order to save a buck,” according to Time.

Blackwater to Xe. A more recent example of the corporate “name change game” is Xe (pronounced Zee). Readers may be more familiar with the company as private-security firm Blackwater. The name change was announced in February 2009 in an attempt to distance the company from the incident in which five of its guards were indicted on charges stemming from a 2007 shooting that left 17 unarmed Iraqi civilians dead. But with a new name comes old problems. Just this week, Xe agreed to pay $42 million in fines to settle alleged export violations between 2003 and 2009.

Anderson Consulting to Accenture. This name change actually didn’t occur amid a scandal, but right before one. However, the change is regarded by many marketing insiders as one of the worst corporate name changes in history. Andersen Consulting originated as the business and technology consulting division of accounting firm Arthur Andersen. When the consulting arm split from the Andersen accounting group in 2000, Andersen Consulting was forced to change its name. An internal competition yielded the name Accenture derived from the phrase “accent on the future,” which was adopted in 2001. The name change cost Accenture an estimated $100 million, and while it was blasted as generic “corporate speak,” it turned out to be a blessing in disguise, when the now infamous Enron scandal escalated later that year, irreversibly tarnishing the Arthur Andersen name.

What other memorable or notorious corporate name changes have occurred during difficult times?

 

America’s Energy Diet

By Mike Mulvihill

We’re using less energy – seriously. No, it’s not that we’re using fewer barrels of oil or kilowatts of electricity as our population grows. But according to U.S. Energy Information Administration data, we’ve made tremendous progress in using energy more efficiently. In fact, Dr. Mark Perry’s blog post based on the EIA data concludes that in 2009, we used less than half the energy required in the mid-1970s to produce each real dollar of GDP, an all-time record low. (Dr. Perry is a professor of economics and finance in the School of Management at the Flint campus of the University of Michigan and is a visiting scholar at The American Enterprise Institute in Washington, D.C.)

How could this be possible? Well, we have shifted to a more service-oriented economy sending a lot of our energy intensive heavy manufacturing overseas. But, Perry points out other factors are also at play.  For instance, since 1990, the energy consumed by the five most common household appliances fell by between 20 percent (air conditioner) and 73 percent.

These results are even more significant if you apply a slightly different measure of energy efficiency (“energy factor”) provided by the Association of Household Appliance Manufacturers. Using energy factor, which accounts for changes over time like the average tub volume of today’s clothes washers (27 percent larger today than in 1990), reductions include a 43 percent improvement in energy efficiency for a room air conditioner and 200 percent for a refrigerator.

Amazingly, the EIA report also showed that total U.S. energy consumption in 2009 (94.66 quadrillion BTUs) was less than the total energy consumed 12 years ago in 1997 (94.76 quadrillion BTUs).

To be fair, EIA says that total global energy consumption will grow nearly 50 percent by the year 2035 as developing nations ramp up their manufacturing sectors and an increased standard of living leads to more Westernized consumption patterns. But if we can continue to make strides in energy efficiency – particularly in manufacturing more energy efficient products – coupled with changing the behavior of how people use energy, perhaps we can trim that increase. More is good.

 

Reminder to B2B Marketers: Social Media is NOT Spectator Sport, its Contact Sport

By Priya Ramesh (@newpr)

I jump-started my Monday morning helping a CRT/tanaka client with the social dilema of “to comment or not to comment” on a competitor’s blog post that calls them out openly and has received several favorable comments from third party industry experts favoring the competitor’s viewpoint. Hence the inspiration to write this post for all my B2B social media peeps.

I realize B2B is a whole different beast and the rules of engagement, blog comment/response strategies are different compared to B2C social media BUT the basic rule of LEAVE A COMMENT when you have been called out openly on a social network works like a charm even in B2B social media. Thanks Beth Kanter, someone I greatly admire in the social sphere for co-authoring “Networked Nonprofits” in which she says, “Social media is not spectator sport, its contact sport.” Please read the book if you have anything to do with social media engagement, doesn’t matter nonprofit or for profit.

Here are simple guidelines on why and how to proactively LISTEN and PARTICIPATE in a meaningful way, especially when you have been called out by your competition on blogs and other open forums.

1. Set Your Google and Tweet Alerts: How can you possibly respond in a timely manner to a taunt by your competitor if you don’t get real time alerts directly to your inbox? Take the time to set up Google blog alerts for your company, products, services, key leadership team members and the same for your key competitors. I am surprised so many of B2B friends still haven’t taken this simple first step. Come on guys. Here’s a really good consolidation of different applications you could use to monitor Twitter activity.

2. Now Listen First Before Jumping Into a Blog Rant: Jumping into your competitors’ blog post without first making sense of it ALL is like jumping into the ocean without knowing how to swim. By “ALL” I mean, read through every single comment the blog post has, identify your key influencers who participated in the rant and clearly understand their motivations to join the conversation. Now think through how you can join the conversation in a way that makes you look smarter in front of the World Wide Web. Merely jumping in and saying something that means nothing to your stakeholders makes your competition look smarter.

3. Don’t be a Silent Spectator, Leave a Comment: There is absolutely no need to respond to every single taunt, tweet, blog post that pokes at your shortcomings as a product/service, BUT if your arch rival has openly called you out on social networks or is repeatedly mocking at you and creating a false perception about you, you had better COMMENT. I am amazed how many CEOs and CMOs of B2B companies still tell me, “It will go away. No need to comment.” Google wouldn’t be doing so well if comments, complaints and praises shared online were to simply go away. So you can either remain silent in front of your customers who invested in you OR respond back to your competitor’s blog jab with a smarter comeback. By merely leaving a comment, you have demonstrated to your competition, your employees and more importantly your customers that you are LISTENING and will respond as needed. I have seen situations where seeing YOU respond, your customers jump in and start defending you. That’s what Apple does best, lets the Macheads represent the brand.

So let’s get ready for some contact sport, shall we?

[Image courtesy: http://english.pravda.ru/img/idb/photo/1-3016-1.jpg]

 

The Language Barrier: Five Ways to get Traditional Clients Onboard with Untraditional Methods

THE BOOZE BIN

By Pia Mara Finkell (@piamara)

At their core, my clients are traditional. They are quite literally rooted in tradition, be it age-old winemaking customs, or multi-generational biodynamic farming techniques.

As food and wine trade and marketing associations, many of my clients are tasked with representing the common interests of a large group of shareholders: winemakers and growers, farmers, or artisanal food producers. In addition to supporting their collective marketing efforts, a large part of their daily life is regulating strict quality controls over an entire industry to ensure the best final product for the consumer. Bottom line, it is their job to be skeptical of anything new and flashy, anything not based in science and tradition, and definitely any trend that seems fly-by-night.

Even if they see the value of social media marketing methods – if they already “get it” – they still have to convince a room full of business owners and farmers. Oh, and just to make it a little more of a Double Dare Challenge, English is often not their mother tongue, so there is quite literally a language barrier between us.

Impossible?

Like anything else, you just need to learn to speak their language. Here are five ways to translate social media, and convince conservative, traditional or just plain cautious clients it’s worth adding to their overall marketing plan.

  1. Speak their Language: I’ve written in the past about explaining social media to your clients. I’ve learned the bottom line is you have to translate the gobbledygook into terms they can understand: ROI and dollars (or Euros). Explain any costs and time involved, and demonstrate that equally significant to how much it will generate is how much it will save. For more information on this topic, here’s a great white paper by Syncapse that presents social media in terms of ROI.
  2. Illustrate the Value in the Real World: Take the theory out of your explanation and use real life examples of what the heck you’re talking about. There are endless case studies out there to prove social media is effective from the perspective of sales and brand awareness, but here’s a well-known recent one:
    http://vimeo.com/14029410
  3. Don’t Create the Proverbial Social Media White Elephant: If your client is reticent about creating an entire budget line item,  avoid the silos and integrate social media strategy and tactics into your core program they feel comfortable with and have already approved. This will take the sticker shock factor out of the picture and allow them to see how the new kid on the block can fit in without breaking the piggy bank.
  4. Think Long Term: While short-term strategies that immediately effect a brand’s bottom line are important, it is equally important to lay the tracks for the future. Social media marketing is a long-term “pull” method that should be seamlessly integrated with “push” portions of your campaign, keeping in mind the ultimate goal of building a community of brand loyal customers. According to the Syncapse study, 68% of Facebook Fans indicate they are very likely to recommend a product, and 41% of fans are more likely than non-fans to recommend a fanned product to their friends. Even for a conservative client, those numbers talk.
  5. The Bottom Line: In addition to driving traffic to the website, driving brand awareness and word-of-mouth, top brands and companies are spending millions on social media campaigns because they increase sales. The Old Spice case study shows sales spiking over 107% in a month and Dell reported $3 million in sales through Twitter. For more information on leveraging social media to increase sales, check a previous post here.

 

Is Your Website A Dinosaur Or On the Verge of Distinction?

By Jenn Riggle

Photo courtesy of Sebastian Bergmann

There’s been a lot of talk recently about whether websites have outlived their usefulness and are merely dinosaurs left over from 1990s, like grunge music and flannel shirts.

But if you’ve looked in stores recently, baby doll dresses and combat boots are back in style. So too, websites have found new life and have moved beyond serving as online brochures.

Pete Blackshaw wrote a great article in Advertising Age about how websites can help populate your organization’s social networking sites. But I’d like to take this one step further – they can integrate your traditional and social media marketing efforts.

How? The key is to have your blog, the living, changing part of your website, serve as the heart of your marketing activities. Traditional media pumps people to content on the blog, which then pumps the same content to your social media properties.

But for this to work effectively, there are some things you need to keep in mind:

Make Your Newsroom Social: Think outside of the box and don’t stick to the notion that blogs are just a place to post online columns or commentaries. Instead, think of it as a social media newsroom. You can post links to press releases, videos, news stories, informational articles and commentaries.

Don’t Hide Your Light Under a Bushel: The call-to-action for social media efforts (and most ads) is to drive people to your website. So it’s important to make sure that your blog, where you post the most up-to-date information, is located on your home page. Don’t hide it away or make people look for it.

Clean-Up the Marketing Mess: Marketing efforts often operate in silos. But by using your blog differently, you can tie traditional and social media together. For example, if you’re hospital is running ads to promote your orthopedics program, your direct marketing materials or community newsletter should also highlight the program. You can then post these stories on your blog and Facebook page, and use Twitter to post factoids from the articles and link back to your blog. The same is true for videos, which can be posted on your blog, Facebook page and YouTube. Then use Twitter to tell people about the videos and link to the videos.

Timing is Everything: This might seem pretty simple, but it has far-reaching effects. For example, is your hospital promoting your cardiac service line by running ads the local newspaper or TV? Make sure to post articles about the program on your blog and issue posts about the topic on your Twitter feed and Facebook page. If your organization publishes a community newsletter, make sure that cardiac articles appear around the same time. All of a sudden, you’ve got an integrated marketing program.

No Man is An Island: And the Same Holds True for Twitter. Advertising campaigns promote programs and services. Facebook is used to post videos and engage the community. But Twitter is often out on its own, retweeting others and posting interesting news stories. While these are great uses of Twitter, you should also use it to tweet out facts and links to articles that appear on your blog, so you’re directing people to information that supports your marketing efforts.

Go Where the People Are: The goal of marketing efforts is to reach people wherever they are. It’s not enough to post videos on YouTube and on Your Facebook page and Tweet links to these pages. This information should be posted on your blog, too.

Make it Easier for People to Find You: We all know when people have a question, they Google it. The great news about posting regular updates to your blog is that it increases your website’s search engine optimization – so it’s easier for people to find.

So think again the next time someone tells you websites are dead. Instead, think of what you’re doing to breathe life into your blog – and your website.

 

Listen…it’s in the details.

Customr serviceAfter attending Doug Fleener’s Growth Through Advocacy seminar at the Summer Fancy Food Show show , I signed up for his newsletter which gives daily tips for retailers – all with a customer providing excellent service focus. Many of Doug’s tips apply to all customer/client interactions regardless of industry. Where am I going with this? Well, over the last four weeks I’ve taken four business trips engaged with five airlines seven hotels and a bevy of dining establishments. I’ve had a myriad of customer experiences!

Most interaction was hum drum, functionary and vaguely pleasant, however three experiences stood out – at every touch point three companies engaged me and not only met by needs but anticipated them; from making my reservations to the final good bye, they went beyond the usual courtesy’s but showed Nombre they cared about my experience with them.  The Kimpton Group’s Triton Hotel, Jet Blue and Nombre  (pronounced “nom bay”) in San Francisco all offered stellar service, put a smile on my face and made a lasting impression. Its in the details simple things like getting saying my name correctly! My last name that is it is not difficult pronunciation even for non-native English speakers but that’s not the issue people have, they simply don’t listen or read it correctly. I’ve gotten so use to it I don’t bother to correct anyone anymore. Its no big deal but when for one full day I was actually was called Ms. Cosgrave and not Ms. Cosgrove I took notice!

What separates good service from extraordinary service is the ability to live in the moment and not just run through the motions. The phrase attention to detail is over used but the ability to pay attention and anticipate the details is key. I’ve worked at several agencies over the years and those that have thrived are the ones that have focused on their clients believing that if they can help their clients succeed so too will the agency.

Lewis & Neale is one of these agencies. The agency’s philosophy has always been to take care of the clients business; their success is ours! My recent experiences of such exemplar service got me thinking about the service I was providing my clients; after all we’re all prone to complacency. However, when I got back from my last trip, one client confirmed two additional projects (on top of a recent 50% increase in annual program) and another shared accolades for account team members, suggest that we are living up to the agency’s philosophy. As my colleagues and I forge ahead into a new era for Lewis & Neale as part of the dynamic CRT/tanaka family I’m confident that I too can make a lasting impression. I tell my clients its my job to make their job easier and that is reward in itself.

Brona Cosgrave (@bronacos)

Photo courtesy of Advantagebizmag.com