I’m a romantic. I think that love is the one constant that we all want to be in.
We want to love and be loved; being in love is infinitely more preferable than being alone and unloved.
You, as a business, want me to love you. Or you should. You should be wooing me big time. Singing me sonnets, delivering me flowers, buying me dinner, taking me to a movie. I’m a pretty straightforward guy – I know when I’m in love. And I’ve already told you I believe in love, so it makes your advances easier, no?
I’m not a material guy, either. You don’t have to spend millions on me to make me love you. In fact, as long as you just take the time to let me know you care once in a while, I’m pretty much good to go.
Customers are great because every single one of us wants to love your business. It’s pretty easy for you to love us, too. We can even seal it with a KISS.
Keep us at the top of your mind all the time.
Initiate contact with us before we have to contact you.
Sell us just the good stuff. Don’t fake it with us.
Save the technobabble for your internal meetings. Just give us the simple version of what you have and why we need it.
Falling in love is easy. Staying in love takes work and commitment. Thing is, if you work on loving us, you can be sure we’ll share our love for you with others that we love.
Love really does make the world go round. So, are you ready to love the world and go round with us?
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Twitter: MSchechter
I have to give you serious credit for taking on KISS, one of the most common place business acronyms. I’ve always been a fan of Keep It Simple Stupid, but I might have to change my mental picture of those letters. Thanks for the inspiration as always Mr. Brown!
Twitter: DannyBrown
Cheers fella. I was tempted not to use it at all – like you say, it’s such a commonly used acronym.
But hey – we can always adapt to suit, right?
Twitter: MSchechter
It is actually fitting to my comment above. It is time to take the things we’ve come to known as common sense and reexamine.
Danny, you have managed to capture the ‘romance’ of business and the delicate ‘dance’ that takes place between a business and the client. It IS really quite elegant when the steps are taken with care. A business that is putting some energy and caring into getting to know who their clients really are, is going to be ’showing the love’ required to have some repeat customers.
How ‘lovely’.
fg
Twitter: DannyBrown
Hey there Cheryl,
I like the images you offer of an elegant dance. It really is just like that, and the awkward steps at the beginning that turn into more confident moves can be great to watch.
Now we just need to teach more how to dance better.
Being a caring, genuine person=Win. You can’t fake it and you certainly can’t try to hide it if you have it going on. This is why I still don’t understand the reason that B2B has to exist within a noxious vacuum of boring…
Twitter: johnhaydon
Companies also have a great opportunity when the “honeymoon is over”, which will happen. In this case, companies can create a “higher love” by:
*Admitting they’re wrong – quickly
*Doing the unexpected to apologize
*Make the love new again with surprises
*Love every part of me (not just my needs for their product)
*Love my customers too.
Twitter: DannyBrown
“Love every part of me, not just my needs for their product.”
Couldn’t have said it better myself, John.
Twitter: johnhaydon
I bet $50 that you could have.
I’m absolutely in love with how you worded this post. Such and important concept that marketers/companies/orgs need to get back to, nothing else really matters. Groovy stuff Danny
Twitter: prTini
When you consider that divorce rates are so high, it seems that people have a hard enough time with real-life love. It’s scary to think how companies will act in virtual “game of love.” Like any relationship or marriage, this requires work and constant attention. I hope businesses understand that social media isn’t like just going out on a few dates (i.e., sending out a few tweets). However, like a great relationship, if you put in the required time, energy and commitment — it can be a wonderful thing. Danny, as always, great post.
Twitter: DannyBrown
That’s a nice analogy about the divorce percentages, Heather. After any divorce, picking yourself up and starting again can be just as difficult as the divorce itself.
Divorce yourself from your customers and the comeback and fresh relationship building may not be enough.
Thanks for stopping by and sharing your thoughts, always a pleasure.
If only love were easy, Danny. I concur, per usual, with your sentiments. The waiter has tapped corporations shoulders and asked to pay the bill in terms of customer service. I can only safely think of a few companies that walk the talk. My take, which has been from the side of corporations for too long, is that corporations are simply not willing to sacrifice money and time building relationships. You can not teach love, you can not buy love. I like to think of Ghandi when he wrote, “Be the change you want to see.”
Twitter: DannyBrown
Thanks Chad. It is sad. Think of all the time, cost and effort put into a marketing or advertising plan when the best advertisers are right there in front of you.
Yes, you still need your “normal” promotional tools, but don’t ignore the most loyal “employees” your company could have – your customers.
Twitter: MSchechter
One thing to keep in mind is that many companies are just discovering the tools that make it easier to connect with their customers on this level. I know us many of us who read this blog are used to connecting in this space, but give corporations a chance to catch up. Sometimes it is hard to turn around the titanic… Marketing is what most companies know… interacting is what they need to learn. I have faith that many will.
Twitter: DannyBrown
That’s a fair point, Michael. We do need to be tolerant and help businesses into the space. Let’s just hope that they’re opening to listening to why we love it here and why they could love it too.
Twitter: MSchechter
I doubt it’s a matter of interest. I’d bet it is more an issue of strategy. Sure, it is fairly easy to use these tools, but jumping in without a solid plan for how this social world fits into your business can do more harm than good.
Twitter: timjahn
I understand your point Michael. But the thing that’s crazy is that this “interacting” companies are slow to learn isn’t anything earth shattering. It’s simply treating people like people.
The sad part is companies aren’t used to treating people as such. They’re used to treating people like numbers, like mindless robots, and ensuring that we continue to act that way. Now that people have more tools to voice their opinion, companies are confused. Their numbers are talking…and making decisions…
Twitter: MSchechter
Treating people like people is one thing and business that do not do that are truly bound to fail.
What I am talking about is those who are interested in entering spaces like this, but just want to make sure they have their legs beneath them when they enter.
These tools have caused a massive shift in power and companies that are able to embrace them have a great potential to thrive while those who just dont get it will likely continue to struggle.