“All value is subjective.” Ron Baker said it, so it’s true.
And since value is subjective, we need to keep that front and center as we create value for our customers. In other words value should be created in the following manner: Read more
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Customer Experience
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Would you get a tattoo of your firm’s logo? The logo of the firm you own or work for? I’m not talking about a tattoo on your forehead or neck or butt. I’m talking about a tattoo in a normal place like your shoulder or ankle or just above your butt.
People get tattoos of company logos all the time. People get Harley-Davidson tattoos so often it’s boring. I mean if you’re going to have a midlife crisis, at least put some thought into it. But people also get tattoos of some real weirdo corporate stuff like the guy who got a tattoo of the KFC Double Down and the guy with the Walmart tramp stamp. I’m pretty sure the KFC one was a paid stunt, and I’m confident the Walmart one was joke (and as a joke, it’s the definition of being committed to a bit). Read more
I was working with a firm owner recently, and we were exploring where his clients were really coming from. He has been growing, but he didn’t really have a website and he wasn’t really marketing. How can you grow if you don’t have a website, a logo, or participate in marketing activities? Similar question: why do some firms fail to grow when they do have a solid website, a logo, and participate in marketing?
Two years ago, I let Liberty Tax eff up my taxes. This year I allowed H&R Block to do it. In last month’s post, I wrote about H&R Block’s weird-ass pricing. Next month, I’ll tell you all about how hard their accuracy sucked. This post, however, is my story about the H&R Block customer experience.
But this is only my experience. H&R Block files millions of returns every year. So you can’t generalize based solely on one experience. But I will anyways because it’s fun to generalize based solely on one experience.
Two years ago, I had Liberty Tax do my taxes. Bad Experience. Bad Pricing. They lost my children. Great dance opportunity.
This year I did it again, but this time I went to H&R Block to see how The Block would do. Over the span of my next three blog posts, I’ll to go in detail about H&R Block’s pricing, their customer experience, and their accuracy.¹
This post is the one about pricing. But first, I need to tell you how I got here. Read more
For years I’ve considered getting a tattoo. Considered, but I’ve never pulled the trigger. I couldn’t decide what to get. A barbed wire armband? Too generic. A lower back tattoo of the entire text of 1 Corinthians 13? Too preachy.