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This might be the simplest possible explanation of customer satisfaction.
Dissatisfaction occurs when salespeople and marketers tend to try to amplify the first part (what you're promised) while neglecting the second.
The ability to delight and surprise is at the core of every beloved brand (product, politician, teenager...). Overhype and shady promises will undercut that before it even has a chance to get started. Yes, of course you have to make promises to earn attention and trial. The mistake is when you put more effort into the promises and less into what you deliver. Promise a lot but deliver even more.
[One really important amplification: Research shows us that what people remember is far more important than what they experience. What's remembered:
--the peak of the experience (bad or good) and,
--the last part of the experience.
The easiest way to amplify customer satisfaction, then, is to underpromise, then increase the positive peak and make sure it happens near the end of the experience you provide. Easy to say, but rarely done.]
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Mish's Global Economic Trend Analysis |
Posted: 29 Jan 2012 04:45 PM PST Politics are heating up in France and Germany as French president Nicolas Sarkozy clings to his political life and German chancellor Angela Merkel is under increasing pressure over more bailouts. The Financial Times reports Merkel to join Sarkozy on campaign trail German chancellor Angela Merkel promised to join Nicolas Sarkozy on the campaign trail as the French president took to the airwaves on Sunday to launch a set of German-style structural reforms aimed at seizing the initiative in his uphill re-election attempt.Sarkozy Proposes German-Style Reforms Hoping to give a lift to his faltering campaign, Sarkozy to bring in German-style reforms French president Nicolas Sarkozy unveiled German-style labour market reforms on Sunday as part of a package of measures aimed at reinvigorating the economy and his re-election prospects, hours after German chancellor Angela Merkel promised to join him on the campaign trail in an unusual show of cross-border support.Will Sarkozy Please Make Up His Mind? With today's announcement it appears the financial transaction tax is once again on the table. Sarkozy announced it, even to the point of "France Going Alone" if the EU would not approve. Then Sarkozy Dumps Financial Transaction Tax After Pressure From Banks. Now the proposal albeit in a modified form is back on the table. In my opinion a financial transaction tax is economic insanity. It will reduce liquidity and perhaps cause a market crash. Indeed all these taxes are economic insanity. Europe is headed into a huge recession. Increasing the VAT is the last thing one should want to do. Hollande Vows to Raise Taxes for Rich and Banks Meanwhile socialist challenger François Hollande sings a populous tune and vows to raise taxes for rich and banks. François Hollande has outlined plans to raise taxes from the country's banks, big companies and higher earners to close the country's budget deficit and fund job creation in his bid to defeat Nicolas Sarkozy in France's presidential election.Presidential Pay Hikes May Sink Sarkozy Bear in mind that one of the first things Sarkozy did after the 2007 elections was to raise his salary from 100,000 euros to 240,000, a 140% increase. Much voter resentment lingers over that pay raise. In contrast The Telegraph reports French front-runner pledges to cut his pay by 30 per cent as he aims to become next president Francois Hollande, the front-runner to become France's next president pledged to cut his and his government's pay by 30 per cent on Sunday, as he hit out at the rich while seeking to dispel niggling doubts he has what it takes to become his country's next leader. Hollande's economic plan does not have to make any sense, and it does not have to be any better than Sarkozy's. Rather, Hollande's plan merely has to resonate with voters. A 20-point lead in second-round polls shows he has done just that. I do not believe Merkel can save Sarkozy. Moreover and if she doesn't, her political stunt will hurt her own chances down the road. Mike "Mish" Shedlock http://globaleconomicanalysis.blogspot.com Click Here To Scroll Thru My Recent Post List Mike "Mish" Shedlock is a registered investment advisor representative for SitkaPacific Capital Management. Sitka Pacific is an asset management firm whose goal is strong performance and low volatility, regardless of market direction. Visit http://www.sitkapacific.com/account_management.html to learn more about wealth management and capital preservation strategies of Sitka Pacific. |
72% of Irish Want Referendum on Fiscal Treaty; Irish Prime Minister is a Disgrace Posted: 29 Jan 2012 10:12 AM PST Unless it's a "sure thing" the last thing politicians want is a voter referendum. Simply put, politicians never stand for democracy. What voters want is a different thing: 72% of Irish Want Referendum on Fiscal Treaty The Irish government faces intense pressure to hold a referendum on the eurozone fiscal treaty after a poll that showed almost three quarters of the public want a vote on the agreement.Irish Prime Minister is a Disgrace Enda Kenny, Irish prime minister, says he will only hold a referendum if "legally required". Here is a bit of history on Kenny. He was swept into office in the wake of the global financial crisis. Voters were overwhelmingly opposed to bank bailouts and tossed out previous prime minister Brian Cowen in a massive landslide. It did not matter. Kenny treated voters to more of the same. He entered agreements to bail out Eurozone banks, screwing Irish citizens in the process, just as Cowen had done. Now, 72% of Irish citizens demand a referendum. Furthermore, every EU treaty since 1987 has been put to a vote. Precedent alone says a referendum is "legally required". More importantly Kenny is "morally obligated" to hold a referendum. However, don't talk to politicians about morals, and don't expect any either. Enda Kenny is a moral and ethical disgrace. Mike "Mish" Shedlock http://globaleconomicanalysis.blogspot.com Click Here To Scroll Thru My Recent Post List Mike "Mish" Shedlock is a registered investment advisor representative for SitkaPacific Capital Management. Sitka Pacific is an asset management firm whose goal is strong performance and low volatility, regardless of market direction. Visit http://www.sitkapacific.com/account_management.html to learn more about wealth management and capital preservation strategies of Sitka Pacific. |
Sunday Funnies: Financially Suspicious Minds Posted: 29 Jan 2012 09:04 AM PST This Sunday Funnies cartoon is courtesy of Merle Hazard who says "We Can't Go On Together with Suspicious Minds, Because Were Leveraged too Much Baby" Concept by Merle Hazard, Art by Grey Blackwell. The cartoon also appeared on Jon Shayne's Blog. Here is a list of Songs and videos by Merle Hazard, not to be confused with Merle Haggarg. Inflation or Deflation? Link if video does not play: Inflation or Deflation Mike "Mish" Shedlock http://globaleconomicanalysis.blogspot.com Click Here To Scroll Thru My Recent Post List Mike "Mish" Shedlock is a registered investment advisor representative for SitkaPacific Capital Management. Sitka Pacific is an asset management firm whose goal is strong performance and low volatility, regardless of market direction. Visit http://www.sitkapacific.com/account_management.html to learn more about wealth management and capital preservation strategies of Sitka Pacific. |
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Google Inc., 20 West Kinzie, Chicago IL USA 60610 |
"We're hoping to succeed; we're okay with failure. We just don't want to land in between."
--David Chang
He's serious. Lots of people say this, but few are willing to put themselves at risk, which destroys the likelihood of success and dramatically increases the chance of in between.
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Want Guest Post Links? Find Them Via Twitter [TOOL] |
Want Guest Post Links? Find Them Via Twitter [TOOL] Posted: 28 Jan 2012 12:58 AM PST Posted by Ethan Lyon This post was originally in YouMoz, and was promoted to the main blog because it provides great value and interest to our community. The author's views are entirely his or her own and may not reflect the views of SEOmoz, Inc. For a long time I’ve been pulling an RSS feed from Twitter for the query: “guest post” OR “guest author” [TOPIC] into my Google Reader. Every morning I would check it, blaze through 15-20 URLs -- most of which were the same URL being tweeted. Then, I'd record the best guest post opportunities, reach out to bloggers, publish a guest post and get links. It was a great strategy and resulted in a lot of guest post links. Although having an RSS feed was a bit more efficient than performing a Twitter search every day, it was boring, time consuming and I just really didn’t like doing it. Things you don’t like, don’t last. So, I made a tool that does all the heavy lifting. This tool pulls the same RSS feed that I had in my Google Reader into Google Docs, finds all of the t.co URLs, enlarges them, eliminates duplicates based on domain, and presents them in a nice package. Because it has helped me tremendously, I thought it could also help out other agency SEOs and small business marketers / owners. How to use it 1. Go to http://ow.ly/8x9gF. 2. Make a copy of the sheet.
3. Type a one word topic that most describes your client / niche in cell B1.
You’ve likely chosen a topic too narrow if you’re seeing an error. 4. You’ll notice a bunch of t.co links populating cell A2. Wait five seconds (I know, tough, right?) and they will change into unique URLs.
6. Paste them into Ontolo’s Link Reviewer: http://ontolo.com/link-building-url-reviewer
7. Click “Review URLs” and watch all of the URLs open in new tabs in your browser:
8. When you find a viable linking opportunity, paste the URL in column D:
9. Because no one expects you to remember all of the linking prospects in column D, it will tell you if there’s a duplicate in column F:
10. Now, add your link prospect’s contact info in column G. 12. Lastly, perform outreach. Use John Doherty's Twitter outreach article as a base and start building links! Parting RemarksBecause the guest post opportunities are curated by Twitter users, it could pick up posts that might not explicitly say guest post in the title or even in the body of the article, yet be a guest post. So it should help you uncover some gems that you might not find via Google. Next VersionsIn next versions, expect to see Google Blog Search, multiple queries and URL analysis. That’s what I had in mind but I’d love to hear what you would like to see in the next version of this tool. Thanks for taking the time to read this post / watch the video and hopefully you can benefit as much as I have. Looking forward to your thoughts! Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don't have time to hunt down but want to read! |
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Google Inc., 20 West Kinzie, Chicago IL USA 60610 |
Sure, it's easy to grab a first name from a database or glean some info from a profile.
But when you pretend to know me, you've already started our relationship with a lie. You've cheapened the tools we use to recognize each other and you've tricked me, at least a little.
Direct mail used to take advantage of this technique a lot, and since they measure everything, they knew when it worked. Online, though, we're seeing less disciplined marketers (big and small) continually mess it up. The clues are obvious to even the untrained eye--typefaces that don't match, references that don't make sense, and most of all, the weird disconnect we get when we think we're supposed to know someone and can't remember who they are. That's a lousy mood to get your prospect in, I think.
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Stimat utilizator Google, Vom renunţa la peste 60 de politici diferite de confidenţialitate pentru produse şi servicii Google şi le vom înlocui cu una singură, mult mai scurtă şi mai uşor de citit. Noua noastră politică va acoperi mai multe produse şi funcţii şi va reflecta dorinţa noastră de a crea o experienţă unitară, frumoasă, simplă şi intuitivă în cadrul produselor şi serviciilor Google. Considerăm că este foarte important, aşadar vă rugăm să acordaţi câteva minute pentru parcurgerea Politicii de confidenţialitate şi Termenilor şi condiţiilor actualizate la http://www.google.com/policies/. Aceste modificări vor intra în vigoare la data de 1 martie 2012. | ||||
O singură politică, o experienţă Google unitară | ||||
Simplu de lucrat cu mai multe produse Noua politică Google reflectă o experienţă unitară a utilizării produselor, care să vă ofere ceea vă doriţi, atunci când vă doriţi. Fie că citiţi un e-mail care vă reaminteşte să programaţi o reuniune de familie, fie că găsiţi un videoclip preferat pe care doriţi să îl distribuiţi, vrem să ne asigurăm că puteţi trece cu uşurinţă între Gmail, Google Calendar, Căutarea Google, YouTube sau orice alt serviciu care vă este necesar în viaţa de zi cu zi. | Personalizat pentru dvs. Dacă sunteţi conectat(ă) la Google, vă putem sugera interogări de căutare – sau vă putem personaliza rezultatele căutărilor – pe baza intereselor pe care le-aţi exprimat în Google+, Gmail şi YouTube. Vom înţelege mai bine ce versiune de Pink sau de Jaguar căutaţi şi vă vom oferi mai rapid acele rezultate. | Uşor de distribuit şi de colaborat Când postaţi sau creaţi un document online, de multe ori vă doriţi ca alte persoane să îl vadă şi să contribuie. Prin memorarea informaţiilor de contact ale persoanelor cărora doriţi să îl distribuiţi, vă facilităm distribuirea în toate produsele sau serviciile Google, cu un număr minim de clicuri sau de erori. | ||
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Protejarea confidenţialităţii nu s-a modificat Scopul nostru este să vă oferim cât mai multă transparenţă şi cât mai multe opţiuni, prin produse ca Tabloul de bord Google şi Managerul preferinţelor anunţurilor, împreună cu alte instrumente. Principiile noastre de confidenţialitate rămân nemodificate. Nu vom vinde informaţiile dvs. personale şi nici nu le vom distribui fără permisiunea dvs. (în afara cazurilor rare, cum ar fi solicitările juridice justificate). | Aveţi întrebări? Avem răspunsuri. Vizitaţi secţiunea de Întrebări frecvente la http://www.google.com/policies/faq/ pentru a afla mai multe despre aceste modificări. (Am considerat că utilizatorii noştri vor avea între una şi 22 de întrebări.) |
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Notificare privind modificarea 1 martie 2012 este data la care intră în vigoare noile versiuni ale Politicii de confidenţialitate şi ale Termenilor şi condiţiilor. Dacă alegeţi să utilizaţi în continuare Google după aplicarea modificării, o veţi face în conformitate cu noua Politică de confidenţialitate şi cu noii Termeni şi condiţii. Nu răspundeţi la acest e-mail. Mesajele trimise la această adresă nu vor primi răspuns. De asemenea, nu introduceţi niciodată parola Contului Google dacă aţi urmat un link dintr-un e-mail sau dintr-o fereastră de chat, care trimite la un site ce nu prezintă încredere. Este recomandabil să accesaţi direct site-ul, de ex., mail.google.com sau www.google.com/accounts. Google nu trimite niciodată mesaje de e-mail prin care să vă solicite parola sau alte informaţii sensibile. |