About 10 years ago, REI made me so stinking mad that I swore I’d never grace their check-out again. A brand-advocate no more, I huffed my outraged “customer-no-service” story to everyone that cared to listen. Their offense? They made me pay for return shipping on a few items that didn’t fit. And worse, because I […]
Critiquing a catalog can be overwhelming. Maybe you’re so close to your brand that it’s hard to maintain objectivity. Maybe your focus is merchandise, so product presentation is most important to you. Maybe you’re not a Creative Director, so reviewing work is intimidating. (We can’t all be Creative Directors.) (I’m not a Creative Director.) There […]
We’ve all seen the sign on the marquee of some local watering hold. “Coldest beer in town,” it proclaims. Marketing at its most basic. But how do we know it’s really the coldest? There are other bars in town. Surely they have cold beer as well. Maybe even colder. NO! The sign says otherwise. For […]
It seems like every other day we read about another storied brand going out of business, while at the same time, new upstart brands continue to gain traction. Much of this is fueled by evolving tastes and habits as each generation brings their particular and unique preferences to the marketplace. Millennials and Gen ‘Z’ buyers […]
I recently read an article about America’s most hated companies. Every year, 24/7 Wall Street publishes a list that invariably includes companies from the pharma, communications, travel, banking and retail sectors. Companies know a good reputation is vital to a company’s health and success. And yet they often overlook one of the simplest tools to […]
You might not realize this, but I have a lot in common with Elon Musk. Yes, the billionaire Tesla mogul and I share several things that might surprise you, including: 1. Fascination with space, and Mars in particular. Like Musk, I want to die on the red planet. Unlike Musk, I’d be fine if it […]
Last week Toys R Us closed their remaining stores, bringing a sad end to a 70-year old brand. In the final days of the store closings, for a brief time the top link on Reddit was a strangely poignant image of Geoffrey the Giraffe standing next to empty store shelves, waving goodbye. In the comments […]
There’s a lot of talk these days about creating a great customer experience, standing out in a crowded market, telling your brand story in a compelling way, and a mobile-first strategy. Let me be clear—ALL of these things are important. Vital, in fact, if you want to be successful. However, I’d argue NONE of them […]
Want to spice up your marketing message? Just look to the Bible. Wait. What? #WhatIsSheTalkingAbout? I’m talking about the seven deadly sins, friends. Those transgressions which are fatal to spiritual progress. I know. Heavy stuff. But if you take a few steps back, squint a little bit, turn your head sideways ever so slightly and […]
