The May 2012 issue of Harvard Business Review arrived a little early to my mailbox, but I couldn’t stop from sharing a great article on engaging customers in business world that can easily be translated to engaging visitors and building support for historic sites and museums. In “To Keep Your Customers, Keep It Simple,” Patrick Spenner and Karen Freeman note the paradox of today’s promotional techniques:
Companies have ramped up their messaging, expecting that the more interaction and information they provide, the better the chances of holding on to these increasingly distracted and disloyal customers. But for many consumers, the rising volume of marketing messages isn’t empowering–it’s overwhelming. Rather than pulling customers into the fold, marketers are pushing them away with relentless and ill-conceived efforts to engage.
This conclusion is based on multiple surveys of more than 7,000 consumers which were then compared to interviews with 200 marketing executives representing 125 brands. Their pointed out that what consumers what and what companies think consumers want didn’t correspond to each other, or in biz speak, it’s a Continue reading