Comments on: Brands as defined by the experiences of consumers http://www.pkellypr.com/blog/2008/0331/brands-as-defined-by-the-experiences-of-consumers/ Irish Communications Consultant - Be Noticed Sat, 11 Oct 2008 22:56:31 +0000 http://wordpress.org/?v=2.6.2 By: francois gossieaux http://www.pkellypr.com/blog/2008/0331/brands-as-defined-by-the-experiences-of-consumers/#comment-305614 francois gossieaux Mon, 31 Mar 2008 20:03:34 +0000 http://www.pkellypr.com/blog/2008/0331/brands-as-defined-by-the-experiences-of-consumers/#comment-305614 Piaras - thank you very much for linking to my post and for expanding on the topic. It is so true that marketing has not changed over the years. My favorite way to make that point is to quote Peter Drucker, who over the last three quarter century said things like: - “Because the purpose of business is to create a customer, the business enterprise has two–and only two–basic functions: marketing and innovation. Marketing and innovation produce results; all the rest are costs. Marketing is the distinguishing, unique function of the business.” - “The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself. “ - “The most important thing in communication is hearing what isn’t said.” - “Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” Also, thank you for the link to the slide deck of Paul - this is great stuff! Francois Piaras - thank you very much for linking to my post and for expanding on the topic. It is so true that marketing has not changed over the years. My favorite way to make that point is to quote Peter Drucker, who over the last three quarter century said things like:

- “Because the purpose of business is to create a customer, the business enterprise has two–and only two–basic functions: marketing and innovation. Marketing and innovation produce results; all the rest are costs. Marketing is the distinguishing, unique function of the business.”
- “The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself. “
- “The most important thing in communication is hearing what isn’t said.”
- “Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.”

Also, thank you for the link to the slide deck of Paul - this is great stuff!
Francois

]]> By: Paul http://www.pkellypr.com/blog/2008/0331/brands-as-defined-by-the-experiences-of-consumers/#comment-305605 Paul Mon, 31 Mar 2008 19:56:10 +0000 http://www.pkellypr.com/blog/2008/0331/brands-as-defined-by-the-experiences-of-consumers/#comment-305605 hi Piaras, Marketing can learn a lot from customer service. In most (big) companies, the people sending out the messages to customers are not the same people taking the calls, complaints and requests from customers. Hard to have a real dialogue / conversation if you are not around to listen or reply... hi Piaras,

Marketing can learn a lot from customer service. In most (big) companies, the people sending out the messages to customers are not the same people taking the calls, complaints and requests from customers. Hard to have a real dialogue / conversation if you are not around to listen or reply…

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