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 interaction and the opportunity to delight as a major part of marketing. This week I took a deep dive into this concept with JD - the guy who puts a smile on everyone's face each morning … [Read more...]
Customer 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 - through reviews, word of mouth (both online and off), customer created content and social media, seeing customer service as part of marketing is critical. In fact, it’s no … [Read more...]
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 too unnerving for many. But for those leaders that know intuitively that there's a shift happening that we need to get hold of, read on. This one's for you. I just finished … [Read more...]
Advertising in 2019? Start with the customer experience
I attended the BCAMA (BC Chapter of the American Marketing Association) Marketing Trends breakfast panel discussion last week in Vancouver. While there were many relevant trends for 2019 shared, what came through loud and clear is this: the consumer now rules. Our traditional approach to marketing and advertising is being tossed on its ear. Agencies are adjusting, and … [Read more...]
News jacking: from traditional approaches to new insights with Facebook Live
The United Airlines public relations debacle has been high profile news this last week. For those who may have missed it (not sure how that is even possible), United had a passenger removed forcibly from an overbooked flight, and the mistreatment was captured on video, which later went viral online, then received significant earned media coverage. The subsequent fall out as the … [Read more...]
