The Soft Pitch

I recently started subscribing to a blog about how to write a better blog (for those interested it’s Copyblogger and I find it interesting and instructive). The last post I read admonished bloggers to focus more on providing quality content and not be so self-promotional. A blog post should be like a gift, providing you something of value. Got me to thinking – are my post too promotional? Maybe, I always try to provide some insight into Avnet readers might not get otherwise, but since this is a corporate blog, it’s always about Avnet in some way.

I had planned on writing about Avnet’s new customer loyalty champion, Michelle Gardner, who recently took over the Customers Matter blog  and the Customers Matter Twitter account. I met with her the other day as we started talking about plans for communicating more with employees on customer service. I knew Michelle Gardner from before when she was focused on operational excellence. She’s intelligent, thoughtful and committed to enhancing the total “Avnet customer experience.” Now, I don’t know how much of a gift this is for you, but if you haven’t checked out her blog yet, you may find it interesting. She offers insight into great customer service, and she wants to hear directly from our customers and potential customers about what’s on their minds so she can build that into her plans. I can’t help but thinking her energy and enthusiasm is going to make a real difference.

I believe we’re going to see customer engagement really pick up momentum in the coming year. At all levels of the company, I hear Avnet employees and management talking about how to take the data from our customer surveys and turn it into specific actions to improve how we serve and engage individual customers.  Of course, it’s also one of those things that if you don’t play, you can’t win.  In other words, as with any survey, not everyone participates. But for those customers who do, it can make a real difference because our teams are listening carefully to what you say on those surveys to see if there are opportunities for us to do a better job for you – and of course we hope to win more of your business in the process. It’s a win-win proposition. So that’s my gift to you – check out her blog as Michelle has some good customer service info, and if you’re a customer, please take the survey when you get it so we can do a better job for you.

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