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What's annoying them?


Drew McLellan is the Top Dog at McLellan Marketing Group

In today's world - marketing and customer service have become one. With online reviews, the power of social media referrals or bashing and the new consumer attitude of "I want what I want when I want it" we can't pretend that marketing has no place in customer care anymore.

One tool we often use with clients to help them really map out and improve the customer's journey is to ask "what are we doing today that annoys or frustrates our customers?"  

As you can see by the example to the right, that's what Hertz did. They know that at many of their locations their car pickups are off site and away from the airport. That means you have to take a bus to/from the airport.  

As you can imagine (or you know) that adds time, hassle and headaches to your travel day.

The Hertz folks asked that question and voila, came up with a new offering. And it's a new service that brings in new revenue.

So I'd like to suggest you spend some time asking yourself (or better yet, ask them) what annoys your customers.  Once you figure out that -- how can you fix it to make their experience friction free?


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