June 17, 2009

Historically, the Industrial Revolution and subsequently, the "technology revolution," were predicted to enable more leisure time for workers. Yet, when we take a look around us, we see overwhelmed, stressed-out people attempting to manage multiple communication channels in their business and personal lives.

June 9, 2009

Economist Jeff Rubin, author of Why your world is about to get a whole lot smaller: Oil and the end of globalization was interviewed on CNN's "Your Money" this past weekend... and guess what? Our lives are about to change. "Our cars, our homes, our whole world has been getting bigger in the cheap-oil era. Now it is about to get smaller, And, greener. Much greener," he said.

June 2, 2009

For many years now, I have bellowed a mantra to anyone who will listen. In order to succeed, charities must operate with the head of a business and the heart of a nonprofit.

April 30, 2009

Nonprofits are increasingly using social networking platforms. That's the good news. According to the newly released, "Nonprofit Social Network Survey Report," sponsored by NTEN, Common Knowledge, and ThePort, over 86% are using commercial networking sites for marketing purposes, while almost a third use house networks. So, why the dilemma in choice?

April 22, 2009

I was a gift card virgin - until recently. Now, I will not use them anymore. Number one - they aren't worth the trouble. Number two - they aren't worth their full face value. There's hidden info that consumers don't know about until they try to use them, which brings me to number three - they're aggravating!

April 13, 2009

I recently registered for a business summit that includes a year's subscription to a national business publication. If I don't want to receive this magazine, I need to send a copy of my registration e-mail to a third-party fulfillment company in order to get $12 refunded. What would you do? What do you think of this negative optioning approach?

April 6, 2009

Passover begins at sundown Wednesday, April 8. This is the holiday that Jews around the world re-tell the Exodus story of Moses leading the Israelites to the Promised Land. So, when a friend e-mailed me this funny TV spot of Moses in the Desert, I just had to share it with you.

February 23, 2009

Microsoft has a myopic view of the world. If I personalized the company as a human being, I'd say s/he is self-centered. If it were a child, I'd assume it is an only child, unwilling to share his/her toys with others. In fact, I think Microsoft needs some parental discipline.

January 6, 2009

If you've ever purchased kids' clothing at a consignment shop or garage sale, you won't be able to do it after Feb. 10, 2009. In this tough economy, that's going to hurt a lot of working families. And why? Because Congress passed a new regulation under the Consumer Product Safety Improvement Act in response to widespread recalls of products that posed a threat to children, including toys made with lead or lead-based paint. Totally understandable, but how will this affect struggling families now?

December 17, 2008

Leave it to the Brits to come up with a really effective (and provocative) social marketing campaign that promotes safe condom use. Set to the tune of The 12 Days of Christmas, this new version is not only funny and entertaining, it even has little animations to go with it.

November 3, 2008

Want to be a hero in your customers', employees' and clients' eyes? Here's a great way to shine as a good "corporate" citizen. This holiday season, especially during this tough economy, you can give something completely unique and charitable at the same time. It's called a Good Card - and it's new.

October 24, 2008

"Meshugana" is a Yiddish noun for a crazy person. Full of crap. That's how Gary Vaynerchuk described himself as the Digital Mixer lunch keynoter today. The highlight of day two of the MarketingProfs conference, Vaynerchuk told us that word-of-mouth is changing. Spend time in social media space and our friends and fans will build our brands.

October 23, 2008

I'm at the MarketingProfs Digital Mixer in Phoenix, where Arianna Huffington just completed her lunch keynote entitled, "Changing the Brave New World of the 'New Media': How Technology is Changing the Way We Think, Learn, Play, Work and Vote." Before I continue, let me say what a dynamic and brilliant woman she is. The Huffington Post has changed the landscape for journalism, empowering bloggers to report the news from a multitude of locations and backgrounds. The question is... will it make traditional journalism obsolete?

October 17, 2008

Looking for a creative way to market your home? I received a call from a local NBC affiliate producer (12 News) asking for an on-air interview. He was looking for a response to a story about a Buckeye, Arizona homeowner wanting to raffle her home as a fundraiser!

October 6, 2008

What if the American business community adopted the same advertising approach as politicians? Now, that's a scenario worth exploring! Philip Barnett, a colleague and fundraising marketer in Phoenix, came up with TV commercials we'd likely hear.

September 29, 2008

With the U.S. economy experiencing major challenges amidst bank failures and Wall Street woes, what's next for marketing? Do we go back to business as usual once we have a bipartisan agreement in place? Or are things going to change for us?

September 15, 2008

A new Association of National Advertisers (ANA) study this summer shows that 53% of ANA member respondents believe their overall marketing budgets will be reduced up to 10%, with almost a third saying it will be in the 11-20% range. What else is new? Isn't marketing seen as a luxury in some organizations? Are you battling the Big Cheese to maintain your marketing budget?

September 4, 2008

Since I spend most days in front of a computer screen, I am an early adapter to things online. So when I heard about Google Chrome launching yesterday, I downloaded it in the afternoon. I also uninstalled it two hours later.

August 11, 2008

Why is it that so many Webinars are bad? The technology makes it easy, but that doesn't mean that the presenter is good, the content valuable, or the topic of interest. I signed up for an association Webinar on marketing communications this week. I bugged out early. Want to know why?

July 21, 2008

It seems that South Carolina is not the place for gays to vacation. The state just doesn't want them. A UK poster ad campaign, planned to coincide with London’s Gay Pride Week, was pulled once Republican state Sen. David Thomas of Greenville heard about it and called for an audit of the advertising budget overseen by the state Department of Parks, Recreation and Tourism. Ouch.

July 1, 2008

Did you know that over 57 million Americans read blogs? U.S. blog readers average 23 hours online each week! An average of 64% of Canadians visited blogs in 2007. And 10% of online consumers in the U.K. read blogs at least once a month.

June 23, 2008

What is it with the British? They have a monopoly on great humor. This must-see video clip is for all you creative types out there - the writers, producers, bloggers, artists, designers, etc. Trust me; you'll get a kick out of this one.

June 17, 2008

Moving to the U.S. has certainly required adjustments on my part. One major thing I've noticed is the difference in sexual attitudes in the American advertising world. What is "no big deal" in Europe or Canada, is totally taboo in the U.S. Take this hilarious TV spot from the U.K. for example... Warning: If you find frontal nudity offensive, do not view.

June 11, 2008

It amazes me how some people and organizations succeed even when they screw up. Many of us at MarketingProfs have discussed the need for consistency in building a solid brand. When we exceed customer expectations, we score. But what about those who don't walk the talk. How do they stay in business?

May 5, 2008

I am frustrated and I can't be the only one. I've written about this topic before and it isn't improving. Either companies should bring their call center staff back to North America or develop better protocols to handle North American customers.

April 17, 2008

White papers and webinars proliferate now, a common lead generation tool for many companies. This week's free download from FreeTheSoldiers is an excellent example of viral marketing that uses a free download to gain attention for its advocacy message.

April 8, 2008

Have you been inundated with political robo calls during the primary season? It seems that some people have received up to 15 calls a day! I recently intereviewed Shaun Dakin, the president and CEO of the Political Do Not Contact Registry, a national nonprofit organization. It allows people to opt out without contravening the First Amendment.

March 18, 2008

Have you ever noticed how communication skills have deteriorated over the past few years? In preparation for my lunch keynote at the 10th Annual Cause Marketing Conference in San Diego this week, I went through my "boo boo" folder and found some great examples.

February 20, 2008

Marketing response rates rise when communication is personalized. That's what the stats tell us. But, what's the point in doing it if you do it BADLY?

January 31, 2008

Metro Phoenix is buzzing this week. With the FBR Open and the Super Bowl in the same two-week period, local merchants are salivating at the potential. GoDaddy CEO Bob Parsons, one of our local corporate heros, is anticipating huge Web site visits for his company's rejected Super Bowl spot. But one thing you may not know, however, is that the Super Bowl brings out the best in celebrity charity fundraising.

January 29, 2008

Understanding your customers' shopping styles is the most important (yet overlooked) thing you need to know in order to succeed in selling your product or service to them. That's what authors John Rosen and AnnaMaria Turano tell marketers in their new book, Stopwatch Marketing.

January 21, 2008

On most days, I adore technology. My computer is practically an appendage; I spend so much time on it. As a Boomer, I never take it for granted, having grown up with black and white TV and typewriters with carbon paper for copying term papers. But, when technology doesn't cooperate and chooses, instead, a coup d'etat, I want to scream!

December 17, 2007

What would you do if you received a client gift (shipped by the seller, not the sender) and the price tag was still on the item? Would you tell the sender? Or is that like telling a stranger that he has toilet paper hanging from his backside?

December 12, 2007

Want to send a free printed postcard to U.S. military personnel stationed overseas, to show your support and appreciation? Well, through the partnership of Xerox and Give2TheTroops, a nonprofit organization (along with print shops and other corporations), you can choose a thank-you card design (compliments of Boys and Girls Clubs) and it will be printed and sent to a soldier currently serving in Iraq.

December 4, 2007

According to a new survey of the Marketing Executives Networking Group, conducted by Anderson Analytics, 60% of respondents say the most important marketing trend for 2008 is a concentration on marketing basics. That includes specific concepts such as customer satisfaction, customer retention, segmentation, brand loyalty and ROI. Guess what number two is.

November 28, 2007

Can the average consumer tell the difference between two identical products when they have dissimilar labels? Do restaurant enthusiasts order more food when the descriptive menu language is more detailed? Are consumers suckers for marketing trickery?

November 12, 2007

I recently returned from a trip to my home of origin -- Canada. After three years of living in the U.S., it was an opportunity for me to see the differences between the two neighbors in a new light. And what differences there are. From a marketing and business perspective, here are my observations:

October 8, 2007

I recently had a wonderful customer service experience with an outsourced Expedia CSR. Clem in the Philipines was warm, polite, helpful and eager to please me, unlike my experience with U.S.-based, US Airways CSR's the day before. I was not a happy camper.

September 24, 2007

Yom Kippur was observed this past weekend. It's a time when Jews ask forgiveness from God for the sins they have committed in the past year. So, I decided to make a list of my marketing sins. Surely, we all have some of those, right?

September 5, 2007

Americans love their coffee. In fact, they consume 400 million cups of coffee daily - the equivalent to 146 billion cups of coffee per year - making the US the leading consumer of coffee in the world. So how can a small American coffee company stand out among all the big guys?

August 30, 2007

As part of its "Disinfect to Protect" campaign, Lysol recently launched a promotion that rebates families $5 for visiting their pediatricians. Now, I've heard everything. By buying two different Lysol products, you can now save 5 bucks on your kid's next annual check-up.

August 20, 2007

Unless you're part of the House of Saud, who really books a $30,000 a night room? Brian Honan, the marketing director for the Four Seasons, New York, says there's a small but growing number of super-wealthy globetrotters willing to pay such lofty sums. "Perhaps more than most people realize," he adds.

August 15, 2007

The Daily Fix has served as an outlet for many bad customer service stories. And every once in a while, we toast the companies who are doing things right. (Basic psychology - reinforce positively to maintain desired behavior.) Here's a sample of one CEO who's making the grade - and it's not for a big corporation either.

July 31, 2007

Are old-world retailers keeping up? You know, the ones that existed since the beginning of time? Like Macy's at almost 150 years old. Have they adapted to today's market demands and trends?

July 27, 2007

There are so many hotels to choose from today, how do we differentiate the overall experience? Is it the customer service, esthetics of the environment, amenities and services, or all of the above? What makes a 5-star hotel worth its rating?

July 11, 2007

I'm at the AMA Nonprofit Conference in Washington this week and the keynote speaker, Alan R. Andreasen, Professor of Marketing at Georgetown University, says that nonprofit and social marketers are potentially the BEST marketers because they have the toughest influence challenges. Now maybe you corporate marketers disagree, so read on..

June 21, 2007

Poor Kelly Clarkson. First she fired her manager. Then she cancelled her summer tour due to poor ticket sales. Now, her new CD has been leaked before its launch date. So, what does this have to do with marketing?

June 14, 2007

Variable data printing allows companies to personalize their consumer communication. It's a nice touch and certainly gets my attention more than, "Dear Customer." But, when Citibank changed my surname to "Forgel," my positive first impression went downhill fast.

June 13, 2007

I was standing in line at JC Penney, waiting to pay for my half-price bras (good deal) when I overheard the conversation of the three people ahead of me. One couple was discussing a woman's recent experience shopping for a car. What I learned in five minutes was very telling about car salesmanship in general, particularly as it related to two dealerships. Ouch.

May 29, 2007

Issuing media releases without Web site back-up is like a eunuch advertising his sexual prowess. There ain't nothing there to back up the marketing hype.

May 17, 2007

American Express is just plain smart. Today, they launched a new initiative to cardmembers called The Members Project - capitalizing on the popularity of reality TV shows like American Idol. And the winner gets..... up to $5 million big ones!

May 16, 2007

It seems that universities are on a different planet when it comes to keeping up with Web site design and development. I've been doing research for a client project and what a shock! Microsite, upon microsite - it takes a GPS system to navigate through them.

May 1, 2007

I'm one of those anal marketers who loves receiving direct mail each day. I review the contents as if I were giving them a marketing grade. (Must be the former teacher in me.)

April 12, 2007

As I entered my hotel suite on last week's business trip to Lincoln, Nebraska, I discovered the nicest note on my pillow. It was a simple message, but one that made the brand experience so positive. And it didn't cost a ton of money either.

April 2, 2007

Talk about letting customers and shareholders down. Robert Nardelli, the former CEO of Home Depot, is walking away with a $210 million severance package. Not bad for a company whose stock fell 8% during the boss's six-year tenure.

March 29, 2007

The top concerns on the minds of senior marketing executives are “integrated marketing communications” and “marketing accountability,” according to a recent study by the Association of National Advertisers. Guess which one of these two jumped to #1 from #4 last year?

March 22, 2007

This morning I saw a TV spot advertising Stryker knees. Yes, that's right, folks... the joint between your femur and the tibia. Nothing is sacred anymore. I had to get past the tampon commercials and erectile dysfuction spots, as personal as those subjects are. What's next -- commercials for retinas, heart valves and penile implants?

March 12, 2007

Telling a good story is at the core of good marketing or branding. But what happens when the story is tongue-in-cheek and the audience doesn't "get it?" Has the average audience become dumber?

March 1, 2007

Rebates can be great incentives, but are they worth the consumer's effort? Are the companies legitimate in these marketing ploys?

February 21, 2007

You have to give credit to Jet Blue CEO, David Neeleman, who appeared on the Today Show yesterday morning for an interview with Matt Lauer.

February 16, 2007

I often use the Daily Fix to rant about my poor customer service experiences. But this time, I feel it's only fair to pay tribute to one company that rates high in my books -- the one that warrantied my laptop -- Assurant.

February 4, 2007

Dear Olympus: My newly purchased voice recorder may be wonderful... but why -- oh, why -- did you make me jump through hoops to register it, and I'm not even sure it worked? It all began with the URL on the product registration card. Guess what? It doesn't exist...!

January 23, 2007

The International Red Cross launched its new "Red Crystal" brand symbol this month -– an addition to its roster that includes the original Red Cross designed in 1863, and the Red Crescent, which Muslim nations adopted in the 19th century because the cross reminded them of Christian crusaders. Why add a third identity...?

January 12, 2007

A 2006 survey of 143 women by Women in Consulting, a professional networking organization in San Jose, California, found that 66 percent of those surveyed had launched firms that focus on marketing -- from public relations to brand management. Turns out that marketing is a strong draw for businesswomen....

December 26, 2006

No matter which of these two celebrities you like or dislike -- Rosie O'Donnell or Donald Trump -- this public display of character debasement is just so wrong. Forget that it's the season for peace and goodwill and that the timing is crummy; this war of character slander sets a bad PR example, period....

December 5, 2006

Sometimes companies make money in spite of themselves. About a month ago, I sent an email inquiry to the loyalty program associated with one of my airline reward programs....

November 19, 2006

For those "people who need people" to influence their behavior and buying habits, Barbra Streisand's tour patter fulfills the definition of word-of-mouth marketing....

November 3, 2006

When a private company publicizes the results of its own research study, how do we know it's for real and not just self-promotion...?

October 16, 2006

Have you ever noticed how some Web sites make it nearly impossible to communicate with the organization they're trying to promote? It sends a message that it's OK to look -- just don't bother them....

September 28, 2006

How many business cards have you collected in your inventory? Hundreds? Maybe more...?

September 15, 2006

This has absolutely nothing to do with marketing, but I want to share it anyway - because it's funny...!

August 25, 2006

At a local PR seminar this week, the speaker discussed a few of his company’s corporate case studies, most of which focused on new technology and communication channels....

July 26, 2006

You've seen them before and you'll see them again. The boo-boos. The spelling errors. The simple typos that could have been avoided had someone taken the time to use spellcheck or proofed their writing one more time....

June 28, 2006

It's unprecedented. It's astonishing. The nonprofit world is reeling. Philanthropy will never be the same. So, why should your company care about this news...?

June 20, 2006

Using big words in marketing copy is for the lawyers and academics. But if there's no legalese, liability or certification to worry about, why not stick with plain old words that most people can understand...?

June 7, 2006

Insulting your customers: now that approach is new to me....

Insulting your customers: now that approach is new to me....

May 29, 2006

Somewhere in the back rooms of advertising agencies, newspapers, and other publications, lie a slew of under-appreciated individuals....

Somewhere in the back rooms of advertising agencies, newspapers, and other publications, lie a slew of under-appreciated individuals....

May 12, 2006

As marketing communications professionals, we've often been accused by colleagues as being anal and OCD --

April 26, 2006

Small businesses have similar challenges to many nonprofit organizations. There's never enough money or human resources...

April 13, 2006

When we think of branding genius, it's Corporate America that comes to mind....

April 3, 2006

I've worked on both sides of the consulting equation....

March 30, 2006

I've never been at a loss for words in my life. Even in ninth grade, I remember my French teacher, M. Depigny, chastising me for talking too much and sending me to the corner....