The AV Industry and the Power of Social Media

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Customer acquisition is time-consuming and expensive, so it makes sense to treat prospects and customers as valued people when they’re looking for your brand on social media. As a person who has a great deal of understanding about the time, effort, and costs of new prospects earned through marketing, I am acutely aware of the […]

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Audio and Video Missing from AV Social Media

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The future of reaching each vertical, including the House of Worship (HOW) market, has a big stake in social media advertising, engagement and user-generated stories. Like the social media landscape, the audiovisual space often looks like a nascent, promising industry on the verge of something significant. Unlike the social media brands, the audiovisual industry is […]

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Even Apple Sees the Future Is Services – Not Just Products

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I have been harping on this for years. I have been telling everyone in the AV industry that to survive the future of AV, services need to be front and center, along with the products. Sure, a good mix of products with both established technology as well as future-forward, emerging technology is a giant part […]

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We Have a Plan But It Doesn’t Work!

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Suppose you were one of the United States largest businesses, with your estimated net valuation exceeding 63 billion dollars, with gross revenue over 9 billion. Your 32 divisions average over $300 million in gross profit every year, and your divisional COO’s average salary is over 8 million, without considering anything but cash compensation. Who would […]

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Customer Service: Two Experiences

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I am back from ISE 2017 and had an amazing experience. I learned so much and will have plenty to write about, and will be following up on over the coming months. I had two experiences with customer services, and the differences were so vast, I want to write about them. I am a firm believer […]

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I will not fail.

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“I will not fail.” This thought just came to me recently and it flows from my recent post about building and maintaining “Forever Customers.” Then, I found this meme which says it all.  The point is, you have to go into every opportunity and be able to say to your customer, in one way or […]

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Building and Maintaining “Forever Customer” Relationships

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The truth is, “You will always be remembered.” But, the question is, “How will you be remembered?”  As a business owner and service/product provider, I recommend the following principles to establish good customers because of your good reputations: Focus on being relevant, but realistic, in your offerings. Just because your customer does not want to […]

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Confessions of a CTO Lurker

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Probably like any other founder/CTO in a startup, my day consists of a huge variety of things — meeting with technology partners, going to on-site visits with customers, designing products, engineering, speaking at events… the list goes on. I’ve discovered that one of my “hidden” jobs is at least as important as these other things […]

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Primacy, Recency and the Power of Options

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So by now you know that I’m a huge proponent of ensuring that your proposal to the customer is carefully thought out and 110 percent customer-centric. It has to be customer focused, succinct, written in language they understand (no technical terms or jargon), short enough that they will actually read it, and solely focused on […]

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The Difference

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(****Update*****2/6/2014.  I received a couple comments that sediment in older wines is normal, which is entirely true.  This wine was not a 7 year+ bottle, so the yeast/protein sediment they referred to would not be normal for a 2011 bottle.  Crystalline sediment may be normal if they use a more traditional process that doesn’t filter […]

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Everything is Empathy

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Think about your last horrible experience with a company. Perhaps the product didn’t work as expected or advertised. Did that company listen to you and try to make it right in a way that was mutually acceptable? Or did you get the loathsome “I’m sorry you feel that way,” which is a particularly insidious type […]

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