I recently read a post on Seth Godin's blog entitled, "In between frames." Seth's blog argues that "it's not marketing when everything goes as planned." He believes that marketing is what happens when you are unscripted, so to speak.
Interesting point of view. I truly love this concept.
I often think people don't completely understand and appreciate the role of marketing... and their contribution. People typically think of marketing as a commercial or ad or tagline. We, the people, are "marketing" as much as any tactic.
A trip to a local grocery store the other day is a great example. They have great prices, advertise that they want to be part of the community, yet when I went to check out, neither the checker nor the bagger spoke to me, and did not reply when I thanked them and wished them a nice evening. What does this say to me?
That same day, I made a trip to a specialty running store. I walked in and was promptly greeted. The clerk asked how she could help me, and then fitted me for new running shoes, offering guidance along the way on how they should feel to ensure proper fit. She also mentioned some other products I might be interested in and gave me a free race calendar. Wow - that is service. And marketing.
While very different, both experiences sent a message to the customer - me.
What are you saying to your customers without saying it? What are your employees saying to your customers? Do they understand their role and how it is an important piece of your company - no matter how large or small?
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