We help you digitally pivot your business from the effects of the pandemic. Click here to start.

Top

When It Comes to Your Brand, Legal is No Different than Customer Service

I’ve written before on the blog about Derek Sivers and his book Anything You Want. It’s just such a good read! It’s a slim volume broken down into like 2 and 3 page chapters, each one a little morsel to help you think differently about your business. I always feel both more inspired and more thoughtful after spending a few minutes reading it.

I wrote in September about the genius piece of content that was the CD Baby confirmation email. He makes a point in the book that it’s the little things that matter, those tiny human touches that make your customers go crazy for your business.

I agree.

One of Sivers’ examples is about how two lines of programming code cleared up the phone lines AND thrilled customers. CD Baby used to ship via FedEx each day at 5 PM, so customers would call and ask what time it was at the warehouse and see whether they could still get an order shipped that day. Sivers added a countdown to the site that, by the way, is in use by many online outlets–most apparently Amazon–that gives the numbers of hours left before the next shipment.

We don’t think of that as part of marketing–it isn’t really–but marketing and branding are so closely linked that it might as well be. It reminded me of Netflix’s recent cease and desist letter, which is another little piece of branding genius.

Some guys started a Stranger Things-themed bar in Chicago. Naturally, corporate giant Netflix wanted to shut it down. But, Netflix is a savvy corporate giant and so it knows that  brand-building can happen anywhere and that legal is no different than customer service.

Totally.

Live by this. Do all your business with this as your foundation, and you’ll be set for life.

Anna Ray