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Nurture the niche and let them talk
Do you remember the tin can walkie-talkie? Where you connected two empty tins with a string and spoke into them, allowing the string to magically transmit the message? Admittedly the tin can...
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Marketing Rebellion: A review of Mark Schaefer’s new book
Customers are your new marketing department. That’s the upshot of this newly released 290 page book. The thought of more then 66% of your marketing communications being outside of your control will be...
View ArticleWhat makes cult brands special?
This past week I attended the Cult Gathering marketing conference in Banff, a meeting of CEOs and marketing directors from global cult brand leaders. Cult brands don’t just have customers, they have...
View ArticleCustomer service as marketing
This week I’ve been preparing material for a couple upcoming workshops and client presentations about customer service as marketing. In an era where 2/3 of marketing is now in the hands of consumers –...
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Opening doors to customer delight
In an era where customers now control 2/3 of the messages about our brand or company – through reviews, word of mouth, customer created content and social media, it is critical to view customer...
View ArticleHow to reach one million people through word of mouth
It’s human nature to want to tell stories. Ever since writing my second book, Word of Mouth Mouse & Mobile – how to get your story told in the age of digital, I’ve been fascinated by how stories...
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Being nimble: marketing relevance during Covid-19
Many businesses have been slow to adjust their marketing to the new economic and social reality that the Covid-19 global pandemic has placed us in. While some still have scheduled content going out...
View ArticleCustomer Delight as Marketing
This week I’ve been preparing material for a couple upcoming workshops and client presentations this fall. I’ve been mixing it in with a healthy dose of cabin life admittedly, but it’s been fun to get...
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How does Clubhouse Work?
I wasn’t initially quite sure what to make of all the hype around Clubhouse. Having been around social media for a while, I’ve seen new apps come with lots of anticipation (Snapchat, TikTok), and a few...
View ArticleThe 2021 Customer Care Perfect Storm
Let’s face it, after over a year of Covid news and lifestyles interrupted, we’re all anxious to get back to some sense of normal – whatever that may be going forward. We’ve weathered a massive storm,...
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