Crowbar Marketing

As the CEO of a large regional firm offering tax preparation services, you’re greeted one morning by a panicked manager.  Apparently a dissatisfied client posted a YouTube video lambasting the work done by one of your offices; he also started an impassioned online conversation about your company.  With all good intentions, one of your Customer Service reps, when contacted by the client, had added fuel to the fire by referencing outdated promotional program details in their phone conversation.

Now the client is sharing his views through his social networks, and urging friends and followers to “spread the word.”  Describing your company as unresponsive and incompetent, he has even encouraged others to boycott an upcoming series of charitable events that your company will co-sponsor.

Over the top?  Perhaps so.  But in this day and age of social media and Six-Sigma expectations, more and more customers expect a two-way conversation with the brands they care about—and that’s hard to do well if your company’s brand touchpoints aren’t in sync from your customer’s point of view.  From product design to PR to Customer Service, the pace of deepening engagement with a brand—perhaps to a transcendent level—is driven by the customer.  But it won’t happen without a consistently superior experience for the customer across all aspects of the brand delivery.  In a fast-changing and increasingly competitive landscape, companies must break down functional silos to deliver “in sync” on their brand’s promise if they want to survive.

Crowbar Marketing puts your customer/brand touchpoints in sync.