Sep 12, 2013
1. “I don’t have access to that information.” (PNC)
2. “I don’t know how ‘they’ make that decision.” (American Express)
3. “Our system won’t allow us to do that.” (Citi)
Over the past several months, I’ve heard all three of these and more.
Best case, I actually make a human connection with the service rep and he/she even admits their company’s policies and procedures make no sense. (HT to that nice manager at Citi. He probably got fired if they actually do listen to calls for “quality
Aug 29, 2013
One of my (real-life 3-D) friends recently told me of a local who has decided to become a social media consultant since “there is no social media expertise in Albuquerque.” Ahem. Moving along…(The snarky zebra image is one I use in my social media workshops, where we talk about how to get results…and the fact you may not even need a Facebook page, ever.)
So, how did this local come by his expertise? Years of work in developing, implementing and managing integrated offline/online marketing
Aug 27, 2013
Citi, American Express, and CenturyLink - here’s lookin’ at you, kids.
1. Send out wave after wave of direct mail pieces, with the recipient’s name misspelled, to a long-time customer. Who now wonders why she can’t get the same extra, special deal as a new customer.
Bonus points if you also have the wrong company. (Hint: I’m not Mary Smith and it’s not been Mary Schmidt & Associates for over six years.)
Double bonus points if your marketing hyperbole doesn’t match your actual product
Jul 18, 2013
I saw a headline recently, “Will Big Data Replace Marketing?” I nearly sprung a muscle with the eye roll. Certainly, data can be very useful…if it’s the right data ...and it’s correct. And, the analysts interpret it correctly. (Logic? Schmogic! Even Mr. Spock could find an ever-so logical reason to go gonzo when Kirk got himself into trouble again and needed rescuing again, at the risk of a world, hundreds of crew, or even the entire universe. We all make decisions based on emotion and then
Jul 15, 2013
In no particular order…(I was recently forcefully reminded of these when I posted on our neighborhood’s Facebook page. I noted that, while I love cats, there was, in fact, a city ordinance against letting them roam our urban area. Well! I was “nasty,” “awful”...etc. etc. The “debate” re indoor versus outdoor cats is every bit as heated as stay-at-home versus working moms. The claws come out and the petty, self-defeating - um - cat fights begin.)
1. Your readers will understand the intent
Jun 03, 2013
I get emails. Some good. Some bad. Some absolutely terrible. Most of the bad and absolutely terrible come from - ahem - supposedly professional PR and marketing people. I always feel badly because I know that somebody shelled out good money for the bad and terrible (...and has now damaged their brand. Hello? Weber Grill, please stop spamming me! Really? On my biz email?)
Of course, if I listed every ugly, bad, no good subject line, we’d be here - well - forever. So, here are the worst from
Apr 26, 2013
...before doing ANYTHING with social media. (The GOP has a lot of other problems that are beyond the scope of this post. Suffice to say, it’s a textbook example of confusing talk with walk when it comes to “branding.”) A bit of context. When I worked for a teleworking/teleservices company, we had a patented process for building and managing remote work programs. One of the very first steps was culture and employee evaluation. Not every company or person is suited for remote work. And so it
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