When you send mixed marketing messages, your customers become confused, suspicious or even angry. Take, for instance, the dissonant image below. The dry cleaner says they love customers but damaged the suit they cleaned.
I believe the dangling button more than I believe the the dry cleaner’s promotion message telling me, “We Love Our Customers.” If they really loved me, they would be careful not to damage my family’s clothing- and they wouldn’t have been three days late delivering it. And it’s insulting to be told one thing and experience another. Were they hoping I wouldn’t notice?
Your customers evaluate you on every experience they have with your business or products. Having nice marketing messages simply isn’t enough to keep customers’ loyalty- you must earn it with every experience.
What mixed marketing messages might you be sending to your customers?
