Morgan Moran Online

What metrics are effective for measuring a marketing manager’s performance?

by on Oct.17, 2011, under Theories

I just answered this question on LinkedIn…what do you think?

In my mind, marketing falls into 4 distinct categories as they relate to the customer life-cycle:

1. Demand/Lead Generation – The process of converting people whom have never heard of you to show some interest in your company, products/services, or information.

2. Lead Nurturing – The process of turning leads into paying customers.

3. Customer Cultivation – The process of converting one-time customers and product samplers into repeat customers.

4. Customer Entanglement – The proccess of getting your customer so engrained with your business that they become loyal brand evangelists.

I think it is pretty easy to create meaningful metrics in any of these areas that will help you pave the way for future prioritization and marketing goals.

How far back does your data go? One of the things I like to use is what I call a “Trailing Twelve Months Report.” By always looking at the last 12 months compared to the previous 12 months, you eliminate any seasonal fluctuations and get an accurate look at your progress.

With all of that said, and in addition to the aforementioned metrics, I really like looking at one-time customers vs. repeat customers. To me that is where most “low-hanging fruit” (sorry for the cliche) can be found, but I also think it really tells you a lot about the overall health of the company.

I hope that helps.

Copyright 2011 - Morgan Moran Online - All rights reserved!

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Just Brakes…maybe they really do care?!

by on Oct.15, 2011, under Raves

I received a voicemail today from the manager at Just Brakes by my house.  I really wish I would have paid better attention to his name before I hastily deleted the voicemail…oh well.

Either way, the call was just to let me know that they have added some new services and knew that they hadn’t seen me in a while (I have not been there or communicated with them in at least 2-3 years), but wanted to make sure that everything was okay.


To me this is good marketing.  It is personable (it was a live call, not an automated system), informative, and non-intrusive.

As it happens, my oil change light has been blinking and I will most likely take it there this weekend.

Way to go anonymous manager at Just Brakes in Chandler, AZ.


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Just like starting over…

by on Oct.14, 2011, under Rants

So there has been quite a bit of “starting over” for me lately.

I recently decided to quit working for “the man” and decided to start “doing my own thing” again.  That has been a pretty bumpy ride so far.

After a long and drawn out process, the Wells Fargo Nightmare is coming to an end and the era of Chase has begun.  The shopping site is back up and running!!

And finally, there is this site.  I was assured by someone at GoDaddy that all I needed to do was simply copy all of the files from the old server to this server and…voila…no database connection.  By the time I realized what had happened, I had already deleted the old hosting account and associated database.

What are you gonna do?

And so, we start over…

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Punked by Wells Fargo

by on Sep.14, 2011, under Rants

Back in July, 2011 I launched a new e-commerce website and needed a business checking account so I went to Wells Fargo in my neighborhood.

The day after setting up the account, I received a call from Eric in their “Merchant Services” department.  Eric ultimately sold me on Wells Fargo’s merchant services for being able to process credit cards for my new business.  One of the main selling points was the fact that “funds would be available in my account the day following the credit card transaction.”

My business relationship with Wells Fargo has been nothing short of a nightmare.  It has been so bad at times that I am convinced Ashton Kutcher will be jumping out telling me how bad I got punked any minute.

Here are some highlights from our short time together:

  • 9/14/2011 – “Where’s my money?”
  • 9/15/2011 – Mr. Robinson’s neighborhood!
  • 9/19/2011 – “We have reached a stalemate.”
  • 9/22/2011 – “Where do we go from here?”
  • 9/23/2011 – Account overdrawn.
  • 9/27/2011 – 24 hours…
  • 9/29/2011 – 24 more hours…
  • 9/30/2011 – By the end of the day…
  • 10/10/2011 – “I can do this all day”
  • 10/11/2011 – Account overdrawn…again.
  • 10/12/2011 – “By the way, your account has been canceled.”
  • 10/14/2011 – Really? More charges…again?
  • 10/20/2011 – In Collections Now.
  • 10/20/2011 – Jamie Lee doesn’t have the power.
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