Tag Archives: Followers

Does RedBox have a great CRM program or what?

Does RedBox have a great CRM program or what?


A while back, I wondered why nobody CRMs me anymore. Nary a “thank you,” a “we want you back,” or a “we have a special offer for you, our best customer.” And I can be a great customer!

Then Rachel in our office told me she hears all the time from a company called RedBox.

I’d never heard of it so Rachel had to tell me that RedBox rents out movies from fancy vending machines for $1.20 a night. They’re in 29,000 locations with a presence in every state.

It’s all computerized. You search for a movie you want and swipe your credit card. If this is your first time you use the onscreen keyboard to enter your email address. Then out pops your DVD in a plastic case. You bring it back the next day. 

The CRM part starts before you get home with a receipt/confirmation sent to your Inbox.

When you return the movie, you get 1) a thank you with a receipt and confirmation; 2) a weekly email, mostly about new releases; 3) a contest to win free movies for a year. RedBox even has a blog with giveaways, lists of top movies and reviews.

Twitter? About 47,000 followers. Facebook? About 4 million likes.

Rachel says “The website and mobile app are great! I can see if the movies I want are at my nearest Redbox so I can save time. I can even reserve the movie online and go pick it up.

The Los Angeles Times wrote: “…Redbox’s parent company, Coinstar Inc., reported that revenue for the $1.20-per-night DVD rental business surged 40% during the final three months of 2011 to $445.6 million and 35% for the year to $1.56 billion.That’s a lot of $1.20 credit card swipes.

RedBox’s ongoing contact program, its CRM, offers peace of mind (the confirmations and receipts), useful information and a chance to win something … all the time and oh so effortlessly. Along with the quick service and low price, it’s a great combination. Why do so few companies do things like this?

When people are nice, you give them the business

When people are nice, you give them the business

Last week, with Certificates of Deposit (CD) due for renewal, I called the bank to find out the new interest rate. A woman answered, dithered a bit and then said that nobody could talk to me. They’d call back.

They didn’t.

I called again the next day. Same thing. The bank is a Florida operation with 20 branches, so I tried calling another branch that is near my office, but apparently you can’t do that.

Hmmm. I called my original branch, tapping my feet, and told whoever answered that I’d be in to close the CDs the next day. He said “okay”.

So, I drove over there and, after an hour of waiting to get approvals, I left with my cashier’s checks. The employees didn’t even pretend to try to keep me as a customer.

Later many people tweeted and emailed me that the reason the bank didn’t care about renewing my CD’s is that they really make no money on them and that they’re more interested in investment accounts or loans.

That may be the case, but aren’t I a prospect for all of those programs also? Yes, I am. Plus, I’m on my Condo Board and we have a huge sum of money in that particular branch. They made me upset because they didn’t recognize our long-term relationship. And, as a business owner, I would be so upset if any of our clients were ever treated poorly like I was.

Flash forward a day

I was talking to my right-out-of-college assistant, Rachel, about saving money and investing wisely. One thing led to another, and I called to make an appointment for her with Jack Howell at a nearby branch of Scottrade.

He was happy to meet her and spent a lot of time explaining how to trade online. He answered her questions and was so informative that I, who’ve had a Scottrade account for years, learned a few things – like how to find dividend bearing stocks on Scottrade’s website. Here’s a photo of Jack with Rachel.

Since then, I’ve told all kinds of people about how great Scottrade is, even Tweeting the company’s praises to my 17,700 followers. My cousin, Fran up in Philadelphia, just called to tell me she signed up for a Scottrade account. Maybe others did, too.

I can’t understand the bank’s cavalier approach to customer service. They weren’t always like that. My Mom and Dad banked there for years and loved it. Maybe it has something to do with the fact that a large international bank group bought them a while back and now their marketing focus has changed.

Maybe they just wanted me to leave. It’s possible. But, why? What are your thoughts?

Contests and Sweepstakes Work!

Contests and Sweepstakes Work!

Marla Altberg, President of Ventura Associates in New York City, dropped by our office the other day. It was a pleasure to see her and I couldn’t pass up the opportunity to pick her brain about the current state of Contests and Sweepstakes.

First of all, old fashioned as they are, contests and sweepstakes still work. In fact, they work better than ever. People pay attention to them because of the opportunity to win something for nothing. And marketers love them because they’re such great involvement devices.

She told me about some of her clients who had doubled or even tripled their Facebook “likes” and Twitter followers just by adding an inexpensive contest.

Inexpensive? Yes, indeed. I am amazed at how few marketers know they can launch an impressive contest or sweepstakes for not a lot of money. Best of all, it’s very little work because Marla’s people at Ventura Associates handle everything: hosting, creative development, social media platform, state bonds, winner selection, administration, and prizes. They’re especially good at getting all the rules and regulations right.

Results, results, results.

An apparel company, Bare Necessities, doubled their fan base with a top prize of $1,000 a month! Marla says that’s not at all unusual. You can make a significant impact with a budget as low as $10,000.

Just about any company can sponsor a contest. As a practical matter, it makes no difference that people can enter without buying anything. For instance, one of Marla’s bank clients recently had a sweepstakes you could enter by opening an account or just mailing in a free entry form. A lot of accounts got opened anyway.

Utility companies are getting into sweepstakes in order to promote conservation.

If you like, Marla’s people can come up with the core idea based on a client’s objectives, or work with an agency.

I asked her what companies want to achieve with sweepstakes promotions: more prospects, engage customers? She said “Sweepstakes can address all kinds of objectives: awareness, reinforcing product benefits, sell a product directly, generate store traffic, generate online traffic, build an email database.

We talked for a couple of hours and I’d love to give you a transcript here, because we wrote it all down. But the details don’t really belong in a blog like this. Who has time? Best to talk to Marla directly. She’s very pleasant to work with.

I did ask her, in closing, what was the funniest contest she’d ever handled.

It involved an elderly man from Maysville, Ohio, who’d won over a million dollars. But he refused to sign the release because he didn’t want to give out his Social Security number. He’d seen the local sheriff on TV warning against that.

Marla had to call the sheriff and ask him to drive over to the man’s home and tell him it was ok to do it. Then the old man turned down a fabulous trip to New York City: limo, dinner, fancy hotel, Broadway show, etc. He preferred a simple party in Maysville, at the Ramada with macaroni, potato salad and ham sandwiches.

You can call Marla Altberg at (212) 302-8277 or email her at maltberg@sweepspros.com

Twitter: Just fun or does it actually do anything for you?

Twitter: Just fun or does it actually do anything for you?

I’ve been Tweeting (@loisgeller) for 2 years and I enjoy it. A lot.

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But I never gave Twitter a lot of thought until the other day when my friend, Amy Africa (@amyafrica in Twitter talk), called to chat.

We talk about a lot of things but sooner or later the “How’s business?” question comes up. “Fine,” I told her, “but it could always get better.

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Amy’s an Internet marketing expert and she knows that I have 12,000 or so Twitter followers. She mentioned that having a large-ish Twitter following credentializes you. Amy tends to just mention things and let you make the connection.

I made this connection immediately. Could the time I spend on Twitter ever actually do my business any good? Twitter is big part of what we call Social Media – Facebook, Plaxo, LinkedIn, this blog, etc., all of which I’m involved in to different degrees. Could Social Media do my agency any good?

I should know the answer but I’m not sure I do.

I write about the power of Social Media: relationships, consistency of voice, brand issues, one-to-one communication, frequency, etc. I know how to make a deal, how to close a sale.

Does all this credentializing do any good? Have I been invited to make more speeches this year than last year? Does anyone send me a Tweet asking for marketing help? No and no.

So I asked my Twitter friends if I’m missing anything. Here’s what a few of them said:
@vbpickett: “You should appreciate the great friendships” ( I do!)
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@Journeywoman said “absolutely invest in Twitter time …
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@MatthewTNelson:“I have my tweetdeck open all day and I’m constantly scanning for website RFPs. When I see one interesting I reach out and connect.

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Later he tweeted that he had landed two website development contracts via Twitter in the past year.
Wow! Results. Now I have to figure out how to home in and do the same.

If you have any ideas, suggestions, advice you can share, I’d love to hear from you.

So I like Twitter, but what does it do for me?

So I like Twitter, but what does it do for me?

I once sent out a tweet that asked how many of my followers read the newspaper every day. A few told me they read it online, and one lady tweeted she reads her Pennysaver every week.

That is a scary thought for me, because I get nervous when people don’t read. Most of all, I feel sick to my stomach when I think people aren’t curious about things going on in the world, or new ideas, or innovations. Just plain curious is good.

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Twitter is great that way. If there is breaking news, someone is always tweeting about it, and I hear it first on my Tweetdeck. I can also test all kinds of things on Twitter:

1. Ask people about something, with a link to show it (people read tweets with links).

2. Ask for advice. Recently I was throwing my new iMac into the ocean as I couldn’t get it to work because the monitor showed vertical colored lines. As soon as I tweeted about it, 5 or 6 people told me the computer was dead period. Take it back to the store.

3. I make friends on Twitter with people who share my point of view. Many people who I’ve had conversations with on Twitter have come to visit us, or called me, and when I visit a city…I get many invitations for coffee and lunch to meet in person.

4. For business, because of the huge numbers of people on Twitter, I can do a tweet and invite people to come to our Facebook page and enter a contest. They do come and then I can send them to a website to sign up for a newsletter (and get their email addresses).

5. If I want to find people who are lawyers on Twitter, I can go to twitter.search.com or simply press #lawyers and find all lawyer mentioned in the last 10 minutes or an hour.

The opportunities are endless to use Twitter as the driver to take people to your website, or blog, or E-zine. It’s got great possibilities…and I’m sure you’ll think of new ones for your business!

So, I gave up smoking and candy….but Twitter? No!

So, I gave up smoking and candy….but Twitter? No!

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I missed it when I was in Vancouver a few weeks ago, because my iPhone service was “iffy” and my tweetdeck was very slow. Why…I ask myself into the night?

Well, if you ask my “real life” friend @amyafrica she’d say that all my followers are wackos anyway, so why even read their tweets.

If you ask my friend @anierenberg, she’ll say the only way to network is in person, not on social media. I do notice lately though when we talk on Sunday nights that there is a tweet tweet sound in the background…so she may be adapting.

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I like Twitter for several reasons:
1. I can follow people that I might never have access to in life (or it would be hard to meet them). For example, recently I contacted @marcishimoff who wrote the book, Happy For No Reason. I thought she might write an article for one of our client’s on-line newsletters. So, I tweeted on over to Marci and asked, and she said we could talk about it. Bingo!

2. Learning from the Twitter leaders is interesting, and recently I was sent from Twitter to @chrisbrogan ‘s blog, where he talked about a great book, A Million Miles in a Thousand Years. He said that it was about how the author talks about the stories of our lives and how when he got off the couch and started moving that his whole story changes.
I bought the book right away on amazon.com .

3. When I need help, I start tweeting about my problem on Twitter and someone always comes to the rescue in minutes. So, when my new television set couldn’t be set up with the Best Buy guys on Comcast…I marched over to my tweetdeck and in about 30 seconds, I heard from Frank Eliason of @comcastcares and they talked the installers through the process.
Last week I struggles with my new iMac, and people from Best Buy jumped in and told me right away to return it to the store (as there is no cure for vertical color lines on your monitor).

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4. And, then I make friends on Twitter I’d never meet in life. @joebees was talking about taking a run and mentioned the loop in Aventura….right outside my apartment. I started talking to him, and he came to visit my office laden with great bee pollen vitamins for us all.

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@tlmaurer and I are always exchanging funny chat during the day. She was sad about my computer and eventually told me I should write a rap song about my problems with Apple and put it on YouTube. We’ve been back and forth writing rhyming lyrics ever since.

@relevance , my friend Ted always gives me advice on my latest challenge and @Ernieschell told me about visiting the Barnes Foundation Museum a few weeks back before it moved the collection. I did and it was great.

So, I guess I enjoy Twitter, because it helps me in my life, and my work and introduces me to all kinds of great people….and it improves my luck. So many people have asked me to speak at their meetings, because I’m always giving my latest marketing tips on Twitter.

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So, just try it for two months. It is not about who is eating a ham sandwich any more.

Tomorrow I’ll tell you about some Twitter Marketing Strategies we’re testing for clients. Stay tuned.