The Best Greek Island Resorts and THE MOST BEAUTIFUL PRIVATE VILLAS AND RESORTS IN GREECE.

The CDC announcement that vaccinated people can travel is causing a stir, and this is great news. I’m hearing from all my friends in travel (agents, tour operators, hotels, cruises) there’s big activity push happening, and requests are coming in fairly quickly.  It feels like many people are starting to plan vacations to all sorts of destinations, near and far. My family and I have been very careful over the past year. For the most part, we’ve been home, with next to no socializing. This CDC announcement is exciting and we’re being cautiously optimistic that it’ll stick. As you know, Greece is my favorite place on the planet, and I’ve been lucky to have seen a lot of this world. Greece recently announced it will open May 14 to vaccinated travelers (or those who at least show a negative covid test no more than 3 days old prior to arrival). From what I’m reading and hearing, other popular destinations like Spain, Italy, and France will likely remain shut to American travelers through most of the summer. Of course, this might change, but I doubt it. Either way, Greece is poised to do well. Because of this news, my Greek hotelier, tour operator and cruise line friends are telling me it’s “all systems go” but their optimism, you can tell, is guarded. Given all this new information, I’ve been asked by quite a few people, about my thoughts on travel to Greece. I tell everyone the same thing; I hope to get there myself this summer but traveling anywhere is a personal decision. That said, I have some definite points of view on where to go in Greece, where to stay, and what to do. Sure, I customize my advice depending on who is traveling, when they’re traveling, plus their ages, and likes and dislikes. In general though, here are some thoughts. Every Greek island, of which there are roughly 6,000 (with only 227 inhabited ones), has its own personality; fun, busy, traditional, quiet. It might have black or red sand beaches, rocky beaches, or spectacular views. Likely, it is a combination of these. Either way, to visit Greece “properly” keep a few things in mind. Expertise: In general, tell anyone you’re going to Greece and they’ll have an opinion on which islands you should visit. This is either because they’ve been there, because they know someone who is Greek, or because they’ve watched Mama Mia a dozen times. They might have been there 20 years ago, but they’re at the ready with words of “wisdom.” So smile, say thank you, and ignore everything they just told you.  This holds true as well if the person with whom you just spoke IS Greek. Maybe even more so. You see, as Greeks, we are partial to the villages and islands from which our families came. Again, say “Efharisto” (thank you) and toss the suggestion you should visit their village on the Island of _____ (enter any Greek island here.) The truth is most of Greece is phenomenally beautiful. It just is. The views are spectacular, the food is fantastic, the people are friendly, and it is a very reasonably priced. But there are clearly ways to visit Greece in the right way. First, select the right island(s). Look, I know when you look at a map, they’re just centimeters apart, but that doesn’t mean two-night stays in a myriad of islands is the way to go. Quite the opposite. Forget the idea of island hopping. Not all islands have airports. Some require ferries or hydrofoils to visit, and this could take hours from one port to another. The absolute minimum time you should spend on any one island is 4 nights. Yes, four, dare I say a week. Greece is about relaxing and taking it all in, including afternoon siestas. It’s about walking through town, sipping a frappe (chilled frothy coffee), spending time at the beach and well, just being chill. It’s about watching the sunset and then eating an “early” dinner (at 10pm). So, relax. The number one mistake people make is ignoring this advice, then over-scheduling and regretting it the day they get there. The other mistake they make is listening to uninformed people about which islands to visit. Sure, Mykonos is known as a party island, but that doesn’t mean that’s how you have to experience it. I go there almost every year and while I *may* have enjoyed a few late-night libations and parties in the past, I now go with my wife and kids and we have a different experience; we hit the beaches during the day, have early dinners in town and head back to the hotel for the evening.  And sure, people say Santorini gets crowded, but this normally comes from people on over-packed cruise ships who ARE the crowds two days a week. For me, Santorini’s view is priceless. People gather on the cliffs and literally clap when the sun sets. But, there are places to stay where you avoid the crowds on the island, which makes it a wonderful experience. And I love smaller islands as well. Kalymnos is a favorite. It is VERY traditional and reminds me of the Greece I knew when I was a child. It has a myriad of beaches and wonderful, traditional tavernas and cafes where islanders spend their time. There’s also Antiparos, known for being the home of Tom Hanks and Rita Wilson. Quiet, quaint, picturesque – it’s beautiful. If you’d like, I’m happy to recommend some islands based on your travel style. As for where you should stay, I’ve certainly seen an increase in the amount of requests for private villas. Clearly, this is the way to go. It isn’t cheap though, but here’s the thing; if you go with another family and you get a private villa with 6 or more bedrooms, it’s more reasonable than doing it alone. I’m happy to connect you with my friends at one of the best villa rental

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ARE YOU A DOUBLE-TAP TEXT RESPONDER? FOR SHAME!

I have a gripe to share with you. It’s about texting. Rather, it’s about the double-tap, thumbs up or heart love, HA HA, !!, etc. response to one of my texts to you. Look, I get it, you’re busy. Well, so am I. And I’m not an over-texter or Iliad and the Odyssey texter. My messages are short, to-the-point, don’t come in rapid-fire, and I only text when I need a quick response. But, since when did we get so lazy (er busy) to be able to type a couple of words as a response? Are we so insignificant to one another? “Why?” you ask. Well, if I’m taking the time to type a text, can’t you take the time to type a quick response? OK, there is an instance where it’s ok to do the double-tap, like if you’re IN a meeting. But that’s about it.  Or, is it you believe I’m so smart I should be able to figure out the meaning of a thumbs up? Sorry, but if the answer to “I’ll cook today & have dinner ready when u get home. ETA & meal pref?” is a heart – excuse me but WTH does that mean? In general, I get it; you love the idea of having a meal ready when you get home. But what TIME? What would you LIKE to eat? Is typing “Great! 6ish. Just no pizza” so hard? A dear friend sent me a graphic for my birthday last month. She didn’t type anything, but she took the time to find a travel-related graphic and send to me. I didn’t DARE respond with a double-tap heart. I responded, “Awww, thanks!” In thousands of years of communication and writing, apparently, we’ve gone from hieroglyphics to well, hieroglyphics. Great, we’ve made it full circle. (Congratulations?) I’m not suggesting I want a hand-written note (but I sure miss those) but take 5 seconds and type a response to my text. What are your thoughts? Are you a double-tapper responder? Leave me a note in the comments. Also, if we’re not connected on LinkedIn or you’re not following my blog, let’s fix that right now.

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Travel Etiquette – DON’T BE “THAT” TRAVELER. PLEASE.

In my 30 years in tourism, I’ve found there are two types of travelers. Now, as the world is on the cusp of opening up again, read this post. Today, we’re talking travel etiquette. First, there are the travelers who travel. Hang on, I’ll explain. They go. They travel. They see. They return. They get travel etiquette. And, during the entire trip, they looked at their surroundings through the lens they always look through. They didn’t embed, they viewed from a distance and evaluated everything. They didn’t immerse themselves in the culture, they walked around, criticizing everything they saw, or at the very least, complained it wasn’t as good as it was at home. They never put an ounce of effort into learning a single word of the language, or if they did, it was in done mockingly. Worse, they looked at the locals as beneath them, demonstrated in the condescending way they spoke to them. And sure, they may have found a craft skill interesting here and there, but clearly they felt the locals weren’t at the same level in society as they are.  Then there’s the food. They liked some of it, but they compared every item to something they tasted before, either back home or on another trip, and they were very vocal about it. “The fish is pretty good, but not as good as the Mahi-Mahi we ate in Tahiti last year” or “Octopus? Who can eat a slithery thing like that?” On an incentive trip my company coordinated years ago, we took the top 100 real estate agents from Chicago to the Elounda Beach Hotel on Crete, one of the finest in all of Europe. Each agent had their own sea-view bungalow. The place was, and still is, breathtaking and yet, sure enough, one of the agents called my room just after check-in saying he didn’t like his bungalow. I went to see him. His complaint? There was an olive tree partially “blocking” his view of the water and he wanted another bungalow, or he wanted the tree removed. I looked at him calmly and told him there were no other bungalows available, because we had most of them. I also told him olive trees were sacred in Greece and the tree “blocking his view” was likely 700+ years old or more. I told him how he should consider himself lucky to be able to see this tree every day and appreciate the beautiful wood and the wonderful olives it was producing. I also added (less calmly I recall) there was no way in hell I was going to ask anyone, the manager or otherwise, to cut the tree down.  He sulked back into his private bungalow but complained the entire rest of the trip. One night at dinner, he didn’t like that the grilled shrimp still had the head on it and they’d “never serve shrimp with heads back home.” I took his plate back into the kitchen and asked for a knife so I could decapitate the shrimp myself before returning the plate to him. The other type of traveler experiences their trip. They not only immerse themselves in the culture, they embrace it. They make efforts to understand the culture and customs, and even learn some of the important words in the language, like “please” and “thank you.” They’re fascinated by the surroundings and are genuinely amazed at almost everything. They’ll try the local food – a lot of it – and even enjoy the experience of tasting something that’s new to their palette. And oh, the way they look at the locals is so genuine. They ask them their names and about how they came to be where they are. They ask about their families. They’ll ask to take pictures with them. And, they’ll always accept an offer of tea or coffee, or whatever the customary beverage is. They travel but come home enriched with knowledge and appreciation for the way other people around the world live. And even better, they’ll come home appreciating what they have and empathize with how hard people everywhere around the world work. So, what I’m saying is “Don’t be THAT traveler” and I’m sure I don’t have to point out to which of the above I’m referring. And by the way, the above lessons hold true as we travel around our own country, so be a good human being no matter where you are. Here are some tips on being a better traveler. Happy travels!

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WHAT THE HECK IS A FEASIBILITY STUDY ANYWAY?

Recently, I was talking to a former client who owns a rather large company, and he was asking for advice on a “report” with information to help his management team decide on a product expansion project. “You mean a feasibility study?” I asked. His response? “Well, no. We just (I despise the word ‘just’ in these instances) need information about the potential market size, the tech needed with a delta analysis with what we already have, potential operational roadblocks, target customer demographics, and stuff (not a fan of “stuff” either) like that.” So…. It turns out they need, you guessed it, a feasibility study. Though after another conversation I realized a “report” sounded less expensive than a “feasibility study” to this friend. I told him I was happy to help with the project, no matter what he called it. When I mentioned this to someone else later in the day, she asked what a feasibility study was, specifically the contents. So, I thought I’d write a quick post to explain my view. A basic, simple feasibility study examines the viability of a business idea. Basically, the study provides whatever data and information needed to help leaders determine if the idea (project) could even work, and if so, what would the probability of success be? Think of it as the homework done in advance of a test. I’m a big fan of feasibility studies for a few reasons. However, I mostly like them because the formality of the study requires a significant amount of work, thought, data collection and analysis, and a final evaluation. So, a feasibility study first gets everyone on the same page, and then allows for debate and then informed decision making. Sure, there’s still a risk, there always is. But, at least there is some degree of proper analysis made in advance of starting a project. Done properly (and I stress “properly”) a good feasibility study should save you time and money and it should help mitigate risk. Now, don’t get me wrong. I’m NOT a fan of “analysis paralysis”. You know, when a leadership member or team looks at data, over and over, asks the same questions multiple times and just sits on an approval, likely because the fear of failure is overwhelming. This constant kicking of the can is a sure way to demotivate the team, not to mention ensure you miss business opportunities. I AM all for, as I’ve previously written, telling companies to “Fail Cheap. Fail Quickly. Fail Often.” (see post on the topic). But, that doesn’t mean doing it blindly with reckless abandon. For the record, I find that in Corporate America, many times feasibility studies are used as “Get out of Jail” cards meaning if the project does fail for any reason, the leadership team can blame the consultant. But ok, I’m confident with the work my team and I do, so this doesn’t concern me. The feasibility studies I do evaluate both short and long-term views and include enough data so the client can evaluate all risks. My feasibility studies also include data and points of view on why NOT to do a project. This might be because of market sizing and the related opportunity, the operational aspects of the project and an analysis of resources needed, including staff and cash. I also like to include a confidential aspect of the study, meant only for the highest-ranking person who will approve the project. In this section, I evaluate he internal team(s) and give my POV on an estimation of their belief in the project and their related support. However, in general, since each project is different, so are feasibility studies. When considering components of a study, I normally start with the following list: I’ve created and cooperated on many feasibility studies over the years, and I’ve read hundreds. It is important everyone remembers (consultants and clients alike) that while the best feasibility studies are fairly accurate, the implementation of the project is critical. With poor implementation, you’re sure to fail. So, for me, feasibility studies are critically important because they get everyone on the same page and allows the company to get buy-in from all stakeholders. Then, when the boss says “GO” – everyone knows in which direction. If you have any comments on feasibility studies, leave me a comment. If we’re not connected on LinkedIn or you’re not following my blog, let’s fix that right now.

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THE GREATEST EMAIL YOU’LL EVER SEND (2021 EDITION)

Wow. What a year, right? To think nearly every human on the planet was impacted is mind-numbing. 2020 is a year I’m happy to forget. But I can’t. If it is one thing 2020 reinforced, it is that life is precious and time is fleeting (okay, two things 2020 taught me). I have my first business flight coming up tomorrow in, well, I don’t know how long. Being on a plane wasn’t unusual for me – I’ve been in the travel industry all my life and have always considered myself “Road Warrior.” You could say I practice my trade all the time. For years, two or even three flights a week was “normal” for me. Like most road warriors, I’m always surrounded by people, though amazingly, it’s still very easy to be lonely while traveling. Days, weeks, and months pass (airline miles and hotel points rack up) and time seems to disappear before your eyes. While I consider myself pretty good about keeping in touch with people (via phone, social media, etc.) I started to think about all the things I’d want people to know in the event, well, that I wasn’t around anymore. I know, it’s a bit morbid so hear me out. In the event you weren’t here on this earth tomorrow, what would you want the important people in your life to know? So, I started to type an email. I imagined not being able to ever speak to anyone ever again. I typed and poured my heart out and I kept typing. I’m not going to give you all the details, but the evolution of the email was amazing and what I’m going to do with the email might interest you. I started with my wife. I reminded her about all the things I love and admire about her.  I reminisced about when we met, how I felt, etc. Mostly, I thanked her and told her how much I appreciated her, because I don’t do that enough. I imagined we were having the last conversation we’d ever have, and these were my notes. I also reminded her of my washboard abs and long flowing hair, not because I actually have those, but I wanted to be sure she’d smile. You can imagine, the words kept flowing from my brain onto the screen. Then I wrote to my children. Both are young teenagers, so I needed to keep it relevant to their lives now. I wrote about how much I love them and how proud I am of them, especially how kind they are. Then I thought I should write things that would be pertinent to them as they grew up. Again, I told them how much I loved them, but now I added things like how they needed to cherish one another and yes, take care of Mommy. As I kept writing, I had to change my tone, giving advice for the things I know were likely to happen as they grew up; love, heartbreak, picking the right friends, the right job and making all sorts of decisions. Then I wrote to my parents. I told them about how much I loved them, and I thanked them for everything they’ve ever done for me. I also apologized for nearly burning down the house when I was a kid, but that’s another post. Then I wrote to my sister and then to my extended family and then to my best friends. Then, I even wrote my last social media post entitled “If you’re reading this, it was nice knowing you.” I’m sending it to a friend so she can post it for me, if needed. When I thought I was done with the email, I re-read it and made changes. Turns out, this continued for many flights.  Honestly, I’m still not done, but I have to say, writing this email has been an amazing experience. Remember, life is precious. I have since taken the time to call people just to tell them I love them, to thank them and basically tell them everything I wrote, using it as a script. So, what am I going to do with this email? I’m going to send it to the people I love. Why wait? What is worth saying, is worth saying now. Breathe. Think. Type. You’ll enjoy this as will the people you love.

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WHY WOULD ANYONE WANT TO GO BACK TO AN OFFICE?

Do you really need your team to be back in the office full time? The picture in this post? That’s me, writing this post. This past weekend, I was speaking to a friend about all the news surrounding going back to work full time, especially now with the Covid numbers on the rise again. My friend insisted his company wouldn’t be able to grow unless all his employees – everyone – came back to the office. He has issued a mandate that ALL his staff HAD to be IN the office, full time. I immediately said “Come on. Hybrid work is here to stay, my friend. Adapt or die.” He was shocked. And honestly, I was shocked he was shocked. Let’s look at hybrid work concept and practices and the related opinions. I pointed him towards an article which stated: “According to a survey conducted by LinkedIn, 74% of those surveyed indicated that the time spent at home – either during shut-downs or working remotely – during the pandemic, had caused them to rethink their current work situation.” ^ It’s simple – employees have proven they can work from home, and they want to keep doing it, at least in a hybrid model. The article basically says that if employers don’t allow some sort of hybrid model, employees will leave and find another job that does. As I looked at this, I believe the issue comes down to different points of view on five topics. My friend Shelly Kramer, one of the founding partners of Futurum Research, is a tech analyst and an expert on technology and how technology, (and a global pandemic) are driving the topic of the future of work. I spoke with her on this topic to see what her thoughts were on what the workplace will look like moving forward. She shared that she believes the companies with a mindset like my friend’s — one that requires all employees in the office at all times — will likely find it difficult to compete in what are challenging times in the workplace. Research form the Society for Human Resource Management (SHRM) found that when discussing recruiting with HR pros, 48% say their most pressing problem is finding a deep enough pool of talent, so finding skilled workers is clearly a problem. Shelly also shared that we are in the midst of what is being called “The Great Resignation” with employees at all levels leaving the workplace in droves, often due to either not feeling appreciated or their concerns heard by their employers, not feeling like their health and safety is a priority or realizing that there has got to be a better option than sticking it out in a job where they don’t feel valued. Kramer shared that the American retail sector alone has seen more recent resignations than any other industry, with almost 650,000 retail workers quitting in the month of April 2021 alone. Bottom line, according to Kramer, how companies treat employees as we continue to slog through a pandemic that to date has no end in sight will likely define them, and their brands, for a long time to come. Some employees are perfectly fine returning 100 percent to an in-person office setting, but many employees either prefer a wholly remote environment, or a hybrid work environment. Employers who discount those preferences will likely learn some very valuable lessons along the way at the hands of their employees. Or former employees. At the end of the day, many people don’t want to be in the office full-time anymore. Who would? With the Covid numbers on the rise, many expect schools will return to remote learning or some sort of hybrid. This will immediately put a strain on employees without childcare options. And as I’ve already mentioned, beyond the logistical issues of taking care of family, I believe most people are working MORE hours now that they’re working from home. So, where do you stand on the return-to-work topic? Also, if we’re not connected on LinkedIn, let’s fix that right now. Source ^ (https://apple.news/AjVcQzRGuSSiHdw0mxTH8yg)

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SHORT ON TIME AND RESOURCES? PARTNER UP!

What’s your biggest professional challenge right now? What if I told you that somewhere, someplace, there’s someone at another company who, just like you, is in a very similar situation? What if I told you that person would love to join forces on a project to address a challenge, together? Believe it or not, you’d be hard-pressed to come up with any professional challenge that a good strategic partnership couldn’t solve. That’s right. Someplace there’s someone just like you, who is short on time, short on resources, and short on manpower, just like you, who needs to solve a similar challenge. The truth is, if you’d partner up, you’d both get to your end goal and share in the spoils. Together, you’d get there faster, cheaper, and with less risk. Sound complicated? It isn’t – if you know HOW to partner. First, you’ll need to identify your challenge, very specifically. Specificity is critical. Why? Because the most important aspect of a strategic partnership is finding the right partner. You’ll need to find someone at another company who is like-minded and has similar goals. You’ll want to find someone at a complementary company, who would benefit from partnering with you, just as much as you would gain from partnering with them. They don’t need to be in the same industry, though that would be fine. Frankly, working with friendly competitors isn’t a bad idea at all. In short, the potential list of strategic partners is endless. The hardest step is the first step; picking the right partner. You’ll need a list of potential targets because, as you’ll soon find out, not everyone wants to partner. Start by making a list. Who needs more customers like the ones you already have? Who has customers that your product or service would appeal to? Who would benefit from promoting to your customer list? Hang on. Before you panic, I’m NOT talking about giving away databases and I’m not talking about short-term, one-off deals. I’m talking about long-term, strategic partnerships. Credit card companies, media companies, hospitality companies, universities, retailers – the possibilities are endless. What’s next? You’ll need a good strategy. Here’s where my team and I can help, and do so quickly. Within a short time, we could put together a list of dozens of companies that might be open to partnering. Of course, it would have to be for the right project. Pitched correctly, many companies would consider working together to achieve a common goal. My team and I can help set up the strategy, create the potential list of partners, and even help close the deals. Interested? Let’s chat. And oh, if we’re not connected on LinkedIn, let’s fix that right now.

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AN OBNOXIOUS NEW MARKETING TREND – THAT NEEDS TO STOP

“Do you want to save 10% on your purchase? Sign up for our emails below.” (But wait, there’s more.) If I am truly about to make a purchase or if I am seriously thinking about it, I’d enter my email address. I can always opt out later, right? Yes, I know, I rarely opt out but okay, I saved some dough. Simple transaction; email for a discount. That’s fair. As SMS texting becomes more popular for marketers, the lead-gen tactics used to GET mobile numbers have veered off the road of ethics, straight down Chicanery Lane. As you’ve no doubt experienced, the process is often different. “Do you want to save 10% on your purchase?” You see the familiar empty box in which to enter your email and, just underneath it, you see the “NEXT” button. Clicking “NEXT,” you expect, should take you to your shopping experience. But it doesn’t. You get to another screen that reads “Now enter your mobile number for SMS text signup to receive your discount.” Wait. I don’t want to give you my mobile phone number. Few things irritate me more than random BS text messages. So, I “X” out and shop. But guess what? I have, even according to the privacy policy, signed up for your emails. Hang on, city slicker. Had I known I was going to be required to give up my email address AND cellphone number to save X% on a potential purchase, I’d always end up at the same place, No. So, what do most people do? My wife easily enters her mobile number. After all, she’s about to potentially save some money on a potential purchase. She has no respect for her SMS inbox. (She never reads my posts, so I can be a tough guy with my tone.) If you look at her incoming text list, it looks exactly like….you guessed it… the inbox of my secondary email address I use for shopping. It’s a graveyard of now irrelevant offers. Sure, they made sense a couple of years ago, but not now. Sorry BBQGuys, I bought the grill and all the optional stuff. I’m done with you. By the way, for those of you waiting for me to pause to say “But John, you can always opt-out” sorry, but A) I rarely do, and B) when I DO opt out, I can hardly point to a successful opt-out. It seems as if most of those marketing emails keep coming! Also, this assumes an easy opt-out process. Slick marketers like to make it hard to opt out now with triple clicks and various unchecks needed to opt out. I don’t understand how some marketers are so clueless when it comes to brand protection. If I say I want to opt out of emails, it should be an easy, one-click process. If it’s more complicated, you are clearly showing me you don’t respect me or my time. Sure, in the short run, you’ll be able to stand up in a meeting and report you’re an email marketing genius based on low opt-outs. But in the long run, you’ll have to explain a drop in “customer” return rates. But I digress. So, what’s wrong with all of this? First, and don’t get me started, my wife takes time to respond to important texts. Of course, she does. She has to scroll through a dozen marketing texts to see “Please pick up the kids, I’m running late.” (Yes, I’ll call and text and call until I reach her, so rest assured the kids are never without a ride.) So now, important texts must compete with promotional texts about shoes. Shoes. How the heck can I compete with shoes? By the way, if you know me, you know I’m a bit of a prankster. So, to stand out, I added an eggplant emoji to my name on her phone, so when I text, she’s more likely to see it. Juvenile, I know. I don’t know about you, but I’m sick and tired of being bombarded with promotional messages. My SMS inbox is my safe place. Texts are for my wife, kids, parents, sister, cousins, friends, essential work contacts, and Nigerian royalty who need short-term loans to get access to the billions they’re going to share with me. That’s it. But here’s the issue I have. If you have to “trick” me into giving me my cellphone number, why on earth should I trust you with it? Just be straight with me. “Do you want to save 10% on your purchase? Enter your email and mobile phone number below.” Or, how about “…enter either your email or mobile phone number below.” Or, better yet, “…enter your email for 5% off your next purchase or add your mobile phone number for an additional 5%.” Don’t take advantage of my normal instincts to enter an email address (for which you automatically consider it an opt-in) and then ask for my mobile phone number in order to receive the discount. The worst part? You don’t send my discount when I don’t enter my cellphone number. Man, that’s lower than low. This is a slippery slope, my fellow marketers. Be careful with your brand. You don’t own it – your customers do. Treasure your customers and they’ll be loyal for the right reasons. Pull sneaky tricks like the one mentioned above, you’ll frantically be working on customer retention issues later. Let me know what you think. #marketing #texting #smsmarketing #sms #brandbuilding #protectyourbrand #openrate #digitalamarketing

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PLEASE PRESS “1” COULD BE KILLING YOUR BUSINESS.

I just moved from the Midwest, back to the Northeast. I have made a hundred calls for various services: movers, utilities, carpet cleaning companies, and so many more. One thing for certain, I’ve encountered some of the worst automatic call distribution (ACD) systems around. Listen, I get it. I’ve been a big fan of ACD systems for many years. Done properly, they get callers to the right people so they can be helped as quickly and effectively as possible and they help diffuse inbound call loads during peak hours. What starts out as a way to deliver impressive customer service often ends up being a customer’s worst nightmare. And it’s your fault. I’ve designed and scripted more call trees than I can count. My goal has always been about the customer journey, and this wonderful technology should make that journey more pleasant. I realize many of you are dealing with staffing issues, and this post is not about wait times. Everyone understands – or at least they should. This post IS about ridiculously and unnecessarily complicated answering systems that require a Ph.D. to navigate. This situation has gotten out of hand. Honestly, what are some of you thinking? First off, I have noticed an increase in the number of companies who have hidden, and even entirely removed, their customer service phone numbers from their websites. Hello? Your goal is to make it easy to do business with your company, not make it impossible to get in touch with you. At least give me options. Do you offer an online chat option? How about a chat-by-text mobile option? How about the option to call me back instead of me waiting on hold listening to your royalty-free “music”? And come on, there’s no worse salt on the wound than a recording telling me I’m your top priority when clearly, I’m not. By the way, by hiding your customer service number on your site, I can only assume you want me to fill out your “Contact Us” form and wait for an email response. Really? I need help now. While we’re on the topic, if your form and processes are either complicated or time-consuming, you have other issues. You’re operationally inefficient or your website stinks. Or both. Believe me, I understand; you want to get the right call to the right department. Brilliant. However, please keep your topic selection process simple. I can’t tell you how many times I’ve listened to all the choices, and my topic wasn’t even listed as an option! How about making the last choice “For everything else, please press 8”? A client offered me this response… “If we do that, everyone will press that option.” My response? “Then the other selection options were not properly determined when you set them up.” To bring this rant to a close, let me say this; when you’re designing your call tree for your ACD system, run it by a few customers and your front-line agents before implementing it. They’ll tell you if it’s any good. If you want some help, call me…. you’ll get right through. Finally, if we’re not connected on LinkedIn or you’re not following me here, let’s fix that right now. #business #technology #acd #telephonesystems #telephony

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