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	<title>TheMarketFarm.com &#187; customer service</title>
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	<description>Cultivating sales channels. Monetizing content.</description>
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		<title>Air travel now closer than ever to a root canal</title>
		<link>http://www.themarketfarm.com/2010/06/14/air-travel-now-closer-than-ever-to-a-root-canal/</link>
		<comments>http://www.themarketfarm.com/2010/06/14/air-travel-now-closer-than-ever-to-a-root-canal/#comments</comments>
		<pubDate>Mon, 14 Jun 2010 19:13:35 +0000</pubDate>
		<dc:creator>Bob Rosenbaum</dc:creator>
				<category><![CDATA[Bob's Happygood Funny Blog]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[customer service]]></category>

		<guid isPermaLink="false">http://www.themarketfarm.com/wordpress/?p=823</guid>
		<description><![CDATA[For a fee, Frontier Airlines is now allowing people to bring their caged pets into the passenger cabin to fly along. ]]></description>
			<content:encoded><![CDATA[<p>For a fee, Frontier Airlines is now allowing people to <a href="http://denver.bizjournals.com/denver/stories/2010/05/10/daily40.html">bring their caged pets into the passenger cabin</a> to fly along. In doing so it joins United and Southwest in liberating dogs, cats, rabbits, hamsters and small birds from the dark chill of the hold.</p>
<p>It&#8217;s all part of a larger strategy. Between narrower seats, reduced legroom, baggage stuffed in every cranny, elimination of in-flight meals and every other nicety, the airlines are getting closer to their end-game.</p>
<p>For yet another additional fee you&#8217;ll soon be able to buy a seat and meal service for your beloved pet, and forgo the noise and discomfort of the main cabin with your own spot in the cargo bay.</p>
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		<title>United breaks guitars and, unfortunately, YouTube records</title>
		<link>http://www.themarketfarm.com/2009/07/17/lesson-for-united-dont-mess-with-social-networkers-luggage/</link>
		<comments>http://www.themarketfarm.com/2009/07/17/lesson-for-united-dont-mess-with-social-networkers-luggage/#comments</comments>
		<pubDate>Fri, 17 Jul 2009 14:48:34 +0000</pubDate>
		<dc:creator>Bob Rosenbaum</dc:creator>
				<category><![CDATA[Bob's Happygood Funny Blog]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[Poutpourri for 200 Alex]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[short stuff]]></category>
		<category><![CDATA[social networking]]></category>

		<guid isPermaLink="false">http://www.themarketfarm.com/?p=327</guid>
		<description><![CDATA[Of all the airlines, I've long considered United to be one of the most unpleasant. But here's a pretty enjoyable song about the airline -- though I doubt United execs would agree.]]></description>
			<content:encoded><![CDATA[<p>United Airlines allegedly broke a passenger&#8217;s guitar and refused to pay for the damage. Unfortunately, he was a professional musician who knows how to gain a following. Join the millions who have heard his song and seen his video on YouTube:<br />
<object width="560" height="340" data="http://www.youtube.com/v/5YGc4zOqozo&amp;hl=en&amp;fs=1&amp;" type="application/x-shockwave-flash"><param name="allowFullScreen" value="true" /><param name="allowscriptaccess" value="always" /><param name="src" value="http://www.youtube.com/v/5YGc4zOqozo&amp;hl=en&amp;fs=1&amp;" /><param name="allowfullscreen" value="true" /></object></p>
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		<title>A green GM logo won&#8217;t bring in the green</title>
		<link>http://www.themarketfarm.com/2009/07/13/gm-logo-color/</link>
		<comments>http://www.themarketfarm.com/2009/07/13/gm-logo-color/#comments</comments>
		<pubDate>Mon, 13 Jul 2009 21:21:06 +0000</pubDate>
		<dc:creator>Bob Rosenbaum</dc:creator>
				<category><![CDATA[Business]]></category>
		<category><![CDATA[Poutpourri for 200 Alex]]></category>
		<category><![CDATA[advertising]]></category>
		<category><![CDATA[automaker]]></category>
		<category><![CDATA[captital]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[economy]]></category>
		<category><![CDATA[honda]]></category>
		<category><![CDATA[toyota]]></category>

		<guid isPermaLink="false">http://www.themarketfarm.com/?p=312</guid>
		<description><![CDATA[In 15 years, green is going to be the price of entry in the car business; if your products aren't environmentally responsible, then you won't thrive. So is GM going to rebuild its very identity around meeting the next generation's minimum standards?]]></description>
			<content:encoded><![CDATA[<p><a href="http://www.mediabuyerplanner.com/entry/43916/general-motors-considers-changing-logo-color-to-green/?utm_source=mbp&amp;utm_medium=email&amp;utm_content=textlink&amp;utm_campaign=newsletter"><img class="alignleft size-full wp-image-314" title="gm-green-logo" src="http://themarketfarm.com/wordpress/wp-content/uploads/2009/07/gm-green-logo.jpg" alt="gm-green-logo" width="89" height="89" />It&#8217;s been reported </a>in several media over the past week or two that GM is considering changing its logo to green to reflect a leaner, more environmentally conscious identity.</p>
<p>I can&#8217;t think of anything less meaningful to the company or its customers.</p>
<p>GM&#8217;s future has nothing to do with telling the world that it&#8217;s lean and green &#8212; which is what the new logo color is supposed to represent. The only thing that matters is whether the  public comes to perceive that GM and its products reflect the right values.</p>
<p>Honda and Toyota do well in the U.S. (and most places) because, to a vast number of people, their brands have come to represent cars that are among the easiest and most enjoyable to own: affordable, reliable, durable and neither too ugly nor too fancy. People didn&#8217;t come to feel that way because Toyota and Honda continually told us that their cars were just right (even though they DO continuously tell us). People came to feel that way because their experience was consistent with all the wonderful things Toyota and Honda always say about themselves.</p>
<p>GM would argue that it&#8217;s making cars with these same wonderful attributes. Whether that&#8217;s true is irrelevant. What matters is whether people <em>perceive</em> that it&#8217;s true.</p>
<p>Further, it&#8217;s not enough for people to agree when GM says it. People have to assign these attributes to GM products without any prompting before GM can regain its role as a leader in the global auto industry. That&#8217;s what branding is all about. And it takes years &#8212; not just years of marketing, but years of consistency in what you promise and what you deliver. Today, GM is still too close to the Hummer for anyone to really believe that it cares a lick about lean and about <em>that</em> kind of green.</p>
<p>GM may engineer a financial recovery over the next couple years, and that will be a great thing. But it&#8217;s going to take far longer than that for people to  know, in their bones, that GM stands for lean and green &#8212; if, in fact, that&#8217;s really what GM wants for the long haul.</p>
<p>And I don&#8217;t even think that&#8217;s the right message. Because in 15 years, green is going to be the price of entry in the car business; if your products aren&#8217;t environmentally responsible, then you won&#8217;t thrive. So is GM going to rebuild its very identity around meeting the next generation&#8217;s minimum standards?</p>
<p>Do Honda and Toyota really get respect for the energy efficiency of their fleets? Or do they get respect for pursuing a mission &#8212; building cars that people want to own &#8212; with so much focus that energy efficiency naturally became a part of it at the right time? Their fleets were energy efficient before the 2008 run-up in gas prices. The only thing that changed was the advertising.</p>
<p>If the new GM is smarter than the old GM, it will focus on the reasons people really buy cars &#8212; the perfect combination of price, style, durability, maintainability and lifetime affordability. Green fits in there for sure. But it won&#8217;t always be the headline. And even today, I doubt it&#8217;s the reason most people choose which car to buy.</p>
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		<item>
		<title>Selling what your customers want v. what they need</title>
		<link>http://www.themarketfarm.com/2009/06/19/selling-wants-v-needs/</link>
		<comments>http://www.themarketfarm.com/2009/06/19/selling-wants-v-needs/#comments</comments>
		<pubDate>Fri, 19 Jun 2009 15:15:45 +0000</pubDate>
		<dc:creator>Bob Rosenbaum</dc:creator>
				<category><![CDATA[Blogroll]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[B2B]]></category>
		<category><![CDATA[business to business]]></category>
		<category><![CDATA[content]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[value proposition]]></category>

		<guid isPermaLink="false">http://www.themarketfarm.com/?p=272</guid>
		<description><![CDATA[People will spend more to buy something they want than something they need. The corollary is that they'll do whatever they can to avoid buying what they need, whereas they enjoy buying things they want.]]></description>
			<content:encoded><![CDATA[<p>Content marketing guy <a href="http://contentmarketingtoday.com/">Newt Barrett</a> turns around conventional wisdom, suggesting that instead of working to develop a <a href="http://en.wikipedia.org/wiki/Unique_selling_proposition">unique selling proposition</a>, you develop a Unique Buying Proposition. This is more than a semantic turn. The UBP forces you to think like your customers. It changes the question from &#8220;Why should they buy from me?&#8221; to &#8220;Why do they WANT to buy from me?&#8221;</p>
<p>You can <a href="http://contentmarketingtoday.com/2009/06/19/what-is-your-unique-buying-proposition/">read Newt&#8217;s complete case here</a>.</p>
<div id="attachment_277" class="wp-caption alignleft" style="width: 148px"><img class="size-full wp-image-277" title="water_heater_contractor1" src="http://themarketfarm.com/wordpress/wp-content/uploads/2009/06/water_heater_contractor1.jpg" alt="Be honest: Would you spend more time buying this..." width="138" height="180" /><p class="wp-caption-text">Would you do a better job buying this...</p></div>
<p>In the meantime, I&#8217;ll add this thought on selling: People will spend more to buy something they want than something they need. The corollary is that they&#8217;ll do whatever they can to avoid buying what they need, whereas they enjoy buying things they want.</p>
<p>So even if you&#8217;re offering business-to-business products or services, there is a benefit to communicating in a way that helps people WANT to buy what you&#8217;re selling.</p>
<div id="attachment_278" class="wp-caption alignright" style="width: 190px"><img class="size-full wp-image-278" title="golf_club_shaft1" src="http://themarketfarm.com/wordpress/wp-content/uploads/2009/06/golf_club_shaft1.jpg" alt="... or this?" width="180" height="180" /><p class="wp-caption-text">... or this?</p></div>
<p>If they feel the product has value-added benefits, some kind of cache, or is exciting and transformative, they&#8217;ll buy more readily (and tend to be more pleased) than if they buy something because it has the lowest price or simply fills an urgent need.</p>
<p>That&#8217;s the beauty of Newt&#8217;s concept of the UBP: It helps your prospects to see your product as something they WANT to buy.</p>
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