There was an interesting article published over on LinkedIn from Alan Wolk, a consultant to the television (traditional broadcast) industry. I added my own perspective to his article which asserted that Twitter isn’t a social network, but instead a broadcast network. In the post Alan likened Twitter to standing up in front of a crowd and giving a speech, […]
As many of you may be aware, this year I’ve committed to producing a single piece of content (Seth Godin calls it “making art”) every single day in the form of a hand-lettered yellow sticky note. If you’re interested, you can follow these efforts on my Instagram account. Last week I posted the Big Yellow Sticky you see embedded […]
When a customer (external or internal) questions a policy or procedure that is foisted upon them by the representative of a company/brand/department with whom they are “trying” to do business, that policy was put in place to make life easier for the company/brand/department — not the customer. February is a short month, and March 1 fell […]
The number of holiday sales emails this year is ridiculous! In past years I received one or two extra emails per list. Three was “aggressive”. But this year I’m getting three per day from some retailers and they simply don’t seem to care that their practice is annoying their list members and current customers. After all — we can just […]
I’m sure you’ve heard of pet shaming photos by now. People take pictures of their pet along with a (usually handwritten) sign that explains the dastardly deed for which they should be ashamed of themselves. You’ve probably even shared a few of those photos on Twitter or Facebook yourself. As much as we tend to humanize our […]
Everything you do Earns a sale (earns a conversation, a returned email, another phone call, a visit to the showroom, a positive online review), or Burns a sale (they never want to hear from you again, they tell 10 friends about their terrible experience with your company, they tell 10 million people on the internet […]
For a company with a marketing tagline of “Never Stop Improving”, Lowe’s may need to start an in-house home improvement project… A couple weeks ago my mother bought a new dryer (around $400 or $500) from Lowe’s. During the order/checkout sequence the clerk asked if she needed a vent/dryer duct hose (about $15). Since the older dryer she was replacing had been […]