Almost every company spends time and energy on customer focused marketing campaigns and strategies. We go to trade shows, buy advertising and put up great websites. Strangely, we spend almost no time or effort on marketing to our own people so that they carry that message forward to the customer as an enthusiastic advocate for the company. The people who deal with the customers are the best carriers of the corporate banner; a few bad apples spoil the entire basket.
As we deploy mobile sales, service and delivery systems for our direct store delivery and route accounting systems customers, it occurred to me that we are putting a device in the hand of everyone who directly serves our customers. We actively tell people about the great multi-media features that are available in these mobile delivery devices. You can show slides or commercials and look at spreadsheets. Why isn’t this device being used to market the value of the company to carrier rather than just the end customer? We track quotas and targets, maybe we could use it to improve and mold the impression our people have of the companies they work for.
Nothing sells better than enthusiasm and a belief in what they do. My thinking here is that with so much of our lives being interacted with through web-based and hand-held based technology, we could take a page out the internet book and ensure our own people are surrounded by the messaging they should be bringing to the customers. Everyone is on Twitter and Facebook; we are all used to seeing banner ads and messages all day long. What if we used that type of idea to reinforce the ideas we want carried forward about our own company or products. Many of these adds are contextual; think about how that might work when you sales person is dealing with a specific customer face to face.
This might be one of those cases where we are so used to working on one end of a problem that we didn’t know the other end existed. Just a random thought ...
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