Jeffrey Hayzlett, host of the TV show, C-Suite, speaker, author, and former Chief Marketing Officer at Kodak (he left shortly before the company died), thinks internal tension and competition can be a good thing.
He compares it to exercising with bands under tension: it builds strength.
Well, maybe it depends on how you define things. After all, rubber bands can break if they are under too much tension.
There’s Lots of Tension in the Digital Age
Any company that isn’t feeling some tension these days is blind.
The fact is that competition is more intense than ever before, and pressures not only from tension within your staff but also from the public are sky-high in many companies.
Customers Are In Your Corner …
Until You Really Piss Them Off!
As many recent social media fiascos have shown, one little slip-up and that rubber band can break, stinging the corporate fingers that hold it. Just ask Lululemon’s founder and former CEO, Chip Wilson, who recently had to resign after his tactless remarks about overweight customers blew up online.
He hadn’t learned the lesson that folks like Bill Clinton exploited so successfully: A well-timed, sincere sounding apology will usually buy you forgiveness.
This is especially true when it comes to customers. Jeffrey Hayzlett made a great point in our interview:
[Tweet “Your Customers Don’t Want You To Fail, They Want You To Do Better @JeffreyHayzlet”]
Love Your Unhappy Customers
Back in my bank marketing days, I occasionally took calls from angry customers. I prided myself on never ending one of those calls with the customer still angry. Sometimes that took a very long time. But always it gave me ideas for things we could do better.
So next time you get a customer complaint, don’t get defensive. Realize what a great opportunity they are giving you to be better.
Show Break till 2014
This is our last episode of 2013. If you are feeling withdrawal symptoms during the holidays and just have to get your marketing podcast fix, check out the past episodes of the Frank Online Marketing Show. And if you want to give me a really nice, free Christmas present, how about posting a review on iTunes? Here’s how.