Category: Marketing Techniques and Philosophies

By Posted on Posted in Branding, Copywriting, Environment, language, Marketing Techniques and Philosophies, media-general, Politics, Protests and Crackdowns Tagged with , , ,

Here are two press releases from two different NGOs responding to the same major news event (and the graphic that one of them included). I’m giving you the headline and first paragraph, and a link in each headline to read the whole thing—and then I’ll dissect them for you. Neither of these is a client and I had nothing to do with writing them—so this is purely about the lessons we can draw.

Example #1:

Empty podium with Presidential Seal in Yosemite National Park—included in the BSR press release
Empty podium with Presidential Seal in Yosemite National Park—included in the BSR press release

BSR regrets today’s executive order from U.S. President Donald Trump to dismantle the Clean Power Plan, a set of U.S. Environmental Protection Agency (EPA) policies that are intended to reduce the United States’ greenhouse gas emissions by 32 percent from 2005 levels and cut carbon pollution from the power sector by 30 percent by 2030. In combination with the administration’s dramatic cuts to climate programs at the EPA and U.S. State Department, this announcement undermines policies that have stimulated economic growth, consumer savings, job creation, infrastructure investment, private-sector competitiveness, and public health.

Example #2:

The Trump administration’s efforts to dismantle the U.S. Climate Action Plan, including withdrawing support for the Environmental Protection Agency’s Clean Power Plan, “is completely misguided and ignores the irreversible clean energy economy that is already underway, creating good-paying jobs and economic vitality in communities across the country,” Ceres President Mindy Lubber said in a statement today. Lubber served as the EPA Administrator for the New England Region in 2000.

Which did you find more effective?

Ask yourself just two questions: which worked better for you, and why? Then scroll down to see what I felt worked well and poorly about each.

If you’d like me to include your results in a summary (you won’t be identified), please drop me a note with your answers.

 

 Shel’s Analysis:

While the BSR release did a better job understanding the need for rich content, with numerous links and a picture, the copy was pathetically weak. This press release:

  1. Used a wimpy headline that doesn’t take a position
  2. Chose a stock photo that doesn’t add anything to the reader’s understanding—why not a photo of demonstrators thanking a company for providing clean energy and good jobs?
  3. Made a terrible verb choice in “regrets”—which makes it sound like an accident that was BSR’s faults—rather than a much more appropriate verb, like “condemns”
  4. Buried the real story in the second paragraph, which has hard-hitting facts to make a clear case against the Executive Order:
Just 18 months ago, the U.S. federal government estimated the net economic benefits of the CPP at US$26-45 billion, with consumers set to save US$155 billion from 2020 to 2030. In addition, the CPP provides regulatory support to the clean energy economy, which, according to the U.S. Department of Energy’s Energy and Employment Report, supported more than 3 million U.S. jobs in 2016. The public health benefits are also significant. Research suggests the Clean Power Plan could prevent 3,600 premature deaths and more than 300,000 missed work and school days by cutting pollutants that contribute to soot and smog. – See more at: https://3blmedia.com/News/BSRs-Statement-US-Administration-Executive-Order-Climate-Change#sthash.qUNCeiiF.dpuf
I would have used a headline like “BSR: Trump’s Short-sighted Reversal of US Climate Change Leadership Could Cost Consumers $45 Billion and Kill 3600″—and then moved right into a bulleted list of the facts. I also would break up BSR’s long paragraphs.
This very long press release has enormous amounts of juicy content, but you’d never know it from the headline and lead. Even further down, it notes that companies investing in carbon mitigation are seeing 27% return on investment, 29% revenue increases, and 26% reduction in carbon emissions. Isn’t that a lot more newsworthy than “BSR regrets…”?
The Ceres release, while also flawed, is much better. It starts with a headline expressing a strong point of view (although we don’t know who is stating this point of view), moves into a sound bite, and finishes the first paragraph with a significant and highly relevant credential.
So what are the flaws in the Ceres document?
  1. The release itself is pretty much all rhetoric, without the facts to back it up. BSR had the facts, but didn’t call attention to them.
  2. There’s no link to Lubber’s complete statement (and only two links in the whole release).
  3. The important point about losing competitive advantage to China is all the way down at the bottom of the release.
  4. No graphics at all.
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By Posted on Posted in Abundance and Prosperity, Business-general, Entrepreneurship, Events, Marketing Techniques and Philosophies, Networking, Shel's Personal Life Tagged with , ,

Does your work fulfill you? (And I mean, really fulfill you?)

Do you go to bed smiling each day because you know you’ve made the impact you were put on this planet to make…and wake up excited and ready to do it again?

If you just answered, “No,” you’re not alone. In fact, a staggering 90% of the global working population is unsatisfied with the work they do, according to a Gallup study.

What if I told you that you CAN identify – and monetise [yes, we’re using Aussie spellings today, because our summit host is Australian] – your passion…so you live a life you love, making the impact you were born to make?

You can!

My friend Rita Joyan has been exactly where you are, if you resonate with the above. She’s cracked the code on monetising your passion (by doing it for herself!). Now, she’s bringing together top experts from around the world (including me) to share our best secrets and tips for doing exactly that, in a brand new virtual event: Monetise Your Passion, beginning 13th February, 2017.

Skip the reading and sign up to join us, here:

Monetise – Your Passion <<< Sign Up Here – NO CHARGE >>>

Shel Horowitz and other speakers at Rita Joyan's Monetise Your Passion Summit
Speakers at Rita Joyan’s Monetise Your Passion Summit

When you go to the link above and sign up to join us for this powerful, complimentary interview series, you’ll hear personal, real-life stories of total transformation from experts who have all found and monetised their passion.

We’re living each and every day around our passion – which means we’re also living highly-fulfilled, complete and joyful lives!

Now, we want to help you do the same.

Join us, and:

  • Discover your passion, and how to get past the blocks that may keep you from monetising it.
  • Learn the #1 mistake most people make that keeps them stuck — struggling to make money with their passion — while others (in the same business) make consistent money doing what they love.
  • Find out how to crack the code when it comes to monetising your passion, so you can spend more time with your family, be your own boss, and make an impact.
  • Get proven methods to stop being ‘busy,’ and start being productive, so you can make big strides toward earning a living with your passion.
  • And more!

Plus, you’ll receive amazing gifts and resources designed to assist you on this incredible journey toward making money with your passion!

Click the link below and take the first step, by reserving your spot – GRATIS – for Monetise Your Passion here, now:

Live Your Most Fulfilled, Happiest Life <<< Reserve Your Spot >>>

I want you to know, I believe in this message (I’m a living example of it) and Rita’s library of training, and I highly recommend this interview series. Rita practises what she teaches (including escaping a miserable 9–5 in order to create a life and business that allows her to give back and make money at the same time), and it’s now her mission to support other existing and aspiring entrepreneurs in doing the same.

I can’t wait for you to join us 😉

Warmly,

P.S. Sign up now and start creating a new, happier, more fulfilled life for yourself! You can’t imagine how EVERYTHING changes, when you live and monetise your passion.  Plus, this virtual event (which has the potential to change your life!) is completely FREE! Why wait another moment? Reserve your spot by clicking the link in the next line:

Your Passion Is Waiting – Claim It! <<< Join Us Here 13th February 2017>>>

[reprinted from my newsletter with permission from guest author Rita Joyan]

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By Posted on Posted in Abundance and Prosperity, Activism, Democracy, Demographics/Psychographics, Diversity, language, Marketing Techniques and Philosophies, People Helping People, Politics, poverty, Protests and Crackdowns, Psychology, Shel's Personal Life, Social and Economic Justice Tagged with , , , , , , , , , , , , , ,

Nonviolent action theorist/activist/author George Lakey published a fabulous essay, “A 10-point plan to stop T***p and make gains in justice and equality” last week*

George Lakey, activist and author (most recent book: Viking Economics)
George Lakey, activist and author (most recent book: Viking Economics)

George has been a hero and mentor of mine ever since I first heard him speak around 1977. His presence at Movement for a New Society’s Philadelphia Life Center was a big part of why I moved to that community for a nine-month training program in nonviolent action, back in 1980-81.

He argues that this is our moment to break out of reactive protests and into big sweeping social and environmental demands. He notes that the LGBT movement was one of the only progressive movements to gain traction under Reagan—because its agenda was so much bigger than just fighting cutbacks. Twenty and thirty years earlier, the Civil Rights movement accomplished sweeping social change as well.

So instead of defending the weak centrist gains of the past 30 years, we go beyond and organize for our wider goals. We refuse to play defense against DT’s shenanigans and instead take the role of pushing for a new, kinder, people- and planet-centered normal. With direct-action campaigns that link multiple issues, such as Standing Rock, and with alternative institutions like the Movement for Black Lives, we create a nonviolent invasion of deep social change (this is my metaphor, not George’s).

In short, we think bigger—and act bigger. and instead of crawling to the politicians, we force them to court us as they see us come into our true power.

I’ve been saying we need to think bigger and more systemically for years. George says it succinctly and eloquently, and with a lens I hadn’t looked through.

How does this apply in today’s world?

  • The Republican attack on what George calls the “medical industrial complex-friendly Affordable Care Act” (a/k/a Obamacare) is a chance to bypass the witheringly bureaucratic and unfair insurance system and push for real single-payer, Medicare-for-All plan of the sort that’s worked so well in Scandinavia (he explores the Scandinavian social safety net in his latest book, Viking Economics)
  • The Standing Rock Water Protectors have linked multiple issues into a coherent whole: clean water, the environment generally, the rights of indigenous people (among others)
  • Movements around creating a meaningful safety net, such as the $15 per hour minimum wage, can reach disaffected white working class voters as well as people of color; when those who voted for DT on economic grounds realize he has betrayed them, we can win them over (I would add that this will only work if we have mechanisms in place to defuse the racism and nativism that DT used to attract them, and have meaningful ways to integrate the lesson that all colors, races, and religions can be allies to each other and are stronger together—and Lakey does point out that the United Auto Workers has been successful organizing on these unifying principles)

I could add a lot to George’s list. As one among many suggestions, let’s push to not only end all subsidies to the fossil and nuclear industries but let’s push for a complete transition to clean, renewable energy—whether or not we get any help from the government.

Read his essay. Come back the next day and read it again. Then share it with friends, social media communities, and colleagues and discuss how you personally and your group of individuals with shared positive purpose can make these changes happen.

*Why did I replace DT’s last name with stars? And why do I call him DT rather than by his name? Because I am doing my best not to give him any search engine juice. I don’t want him showing up as “trending” or driving traffic to him.

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By Posted on Posted in Activism, Branding, Marketing Techniques and Philosophies, Networking, Publishing, Shel's Personal Life Tagged with , , , , ,
interracial couple in US flag regalia

Despite many commitments around the holidays, several client projects, and all the time-consuming organizing work I’ve been putting in since the election, I’ve been constantly, actively promoting, promoting, promoting both my personal brand and my latest book, Guerrilla Marketing to Heal the World (published in April).

Learn more about the powerful new book Guerrilla Marketing to Heal the World
Learn more about the powerful new book Guerrilla Marketing to Heal the World

I will keep promoting it for a long time, but right now as its life as a “new” book (current-year copyright) is ending, I’ve been pushing especially hard. This is some of what I’ve been up to:

  • Wrote and distributed a press release November 9 (as soon as I knew the election results) on how social entrepreneurs can still thrive under a Trump presidency
  • Wrote a letter to his campaign making the business case for keeping the Paris climate accord (no answer from his people, but I modified it slightly and got it published on GreenBiz.com)
  • Arranged to submit a guest blog and started writing it
  • Got myself cited/quoted in at least five other published articles in November and December, including Entrepreneur, Realtor.com, and Huffington Post—most of these because I actively go after journalists looking for story sources; I pitched 32 journalists in December and 20 (a more typical number) in November
  • Secured two new reviews and one minor award (the first for this book—making it the 7th of my 10 books to win at least one award and/or be republished in a foreign country)
  • Scheduled interviews on a telesummit and four more podcasts in the next few weeks
  • Continued fleshing out my role as co-host of a new weekly radio/podcast show, which I expect to get rolling in the spring
  • Applied for several speaking gigs and am on the shortlist for at least two
  • Expanded my personal network with several get-acquainted calls
  • Finished the 3rd (and likely final) draft of a corporate sponsorship proposal I’ve been working on all fall, and began looking for a researcher to generate the email addresses I need to distribute it to about 200 companies mentioned favorably in Guerrilla Marketing to Heal the World

 

And how have you been building your career this holiday season?

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By Posted on Posted in Branding, Business Ethics, Copywriting, Democracy, Ethics in Government, language, Marketing Techniques and Philosophies, Politics, propaganda, Transparency vs. Secrecy Tagged with , , , ,

Dear Senator Gillibrand,

I have been a fan of your since you took office. However, after following your Facebook link to the Planned Parenthood funding survey, I have to say I felt tricked, deceived, and betrayed.

I’ve used this blog to call out unethical marketing from various companies over the years. And even though you and I share many political views (including a strong commitment to women’s rights)—I have to call you out on this.

The initial question that led to the dead end
The initial question that led to the dead end

I had no problem with the initial one-question survey. But then I opted in to the follow-up questions.

First, as a survey instrument, the questions were useless. Each had only a yes or no option, written in language that showed a clear bias toward one answer. Yes, you’ll be able to prepare a press release that could cite a number like 95 percent of respondents—but it’s meaningless. You’d be laughed off the page, or worse, publicly shamed, by journalists who bother to look at the source data.

Second, after I checked off my answers and tried to submit, my phone took me to a page demanding money. I say demanding rather than asking, because there was no way out except by giving money. My submit button was refused when I left the field blank and refused again when I put in a zero. And when I exited the page without contributing, it tried to post to my Facebook page that I had just contributed to you. I have no way of knowing if my responses were actually counted—but I can tell you I did not appreciate being trapped and manipulated like this.

I don’t have a problem being asked for money at the end of a survey, when it’s my choice whether to give or not. But this felt like a shakedown, quite frankly. It left a very bad taste.

I would find this unacceptable from any politician and any charity. But since you were “the very first member of Congress to put her official daily schedule, personal financial disclosure and federal earmark requests online” and cited by The New York Times for your commitment to transparency, I find this an especially bitter pill.

As a marketer, I am saddened to see you resorting to Trumpian tactics based in dishonesty and lack of transparency. You’re better than this. In Michelle Obama’s famous line, “When they go low, we go high.”

Sincerely,

Shel Horowitz, marketing strategist and copywriter

Going Beyond Sustainability | Home

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By Posted on Posted in Activism, Democracy, Demographics/Psychographics, Diversity, Ethics in Government, Marketing Techniques and Philosophies, Marketing Trends/News, People Helping People, Politics, Psychology, Social and Economic Justice Tagged with , , ,

Two kernels of wisdom to help us all understand what happened on Tuesday.

First, this story in the Boston Globe, “The red state no one saw coming.” A few things worth noting there. First, Hillary’s campaign has only themselves to blame for being complacent, for not shoring up a weak base in states, like Wisconsin, they took for granted.

Senator Elizabeth Warren of Massachusetts
Senator Elizabeth Warren of Massachusetts

When Sanders trounced her by 13 points in the Wisconsin primary, she didn’t see the warning signs. She didn’t see that people were hurt and angry and demanding change. She didn’t bother to campaign in Wisconsin, while Trump visited five times in the past few months. She didn’t even start running ads there until the final week. And a thin wisp of a margin lost her the state. Rinse and repeat in other places, and you see the pattern. The Globe article notes that some Sanders voters switched to Trump, and this pattern (in my very unscientific observation via Facebook and elsewhere) shows up all across the country. Others, of course, stayed home or voted third-party.

Yes, there were those who voted for Trump out of bigotry. But according to Elizabeth Warren, in a powerful post-election speech, more of his voters were voting for economic change. They supported (she claims) the liberal parts of his agenda, such as trade reform, restoring Glass-Steagall (which I don’t remember him supporting), and rebuilding our country’s infrastructure while creating jobs. Undeterred by the lack of specifics and in many cases holding their noses over his character issues, they voted for a Republican with an old-line Democrat domestic agenda and an appeal to the racist populism that propelled the Democratic Party even into the 1960s. The above link takes you to the video. Full transcript: https://www.elizabethwarren.com/blog/president-elect-donald-trump. Watch or read it; there’s much to learn about how we frame this election and where we go from here.

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By Posted on Posted in Activism, Democracy, Demographics/Psychographics, Diversity, Ethics in Government, language, Marketing Techniques and Philosophies, Marketing Trends/News, People Helping People, Politics, propaganda, Psychology, Social and Economic Justice Tagged with , , , , , , , , , ,

“When they go low, we go high.”—Michelle Obama

The US election is tomorrow, and I’m hoping for a result that utterly repudiates the racism, misogyny, and general hatred spewing from the mouth and keyboard of Donald Trump. That hope got me thinking about a column that ran in our local paper this summer.

The writer is progressive and I usually agree with him. But when he wrote about his experiences as a counterprotestor at a Trump rally, tossing insults at the attenders with his child in tow, I had a growing sense of unease.

Michelle Obama gardening with an elementary school student. Photo courtesy of Whjte House Public Domain
Children from Bancroft Elementary School in Washington, D.C. help First Lady Michelle Obama plant the White House Vegetable Garden, April 9, 2009. (Official White House Photo by Samantha Appleton)

He forgot Michelle Obama’s excellent advice at the Democratic Convention not to stoop to the level of those we oppose.

Yes, it’s very easy to get caught up in a temporary good feeling, hurling insults at Trumpsters and feeling like you’re striking a blow for what’s right and true. But it negates the other side’s humanity. It demeans people. It ignores the phrase popularized by 17th-century Quaker theologian George Fox, “that of God in every [hu]man.”

And it accomplishes the reverse of the desired goal! No one’s mind is changed by being insulted. If anything, when people are belittled, they are more likely to harden their hearts, reinforce their defenses, and stand resolute against what they perceive as the rowdy mob.

Think about the mindset of a Trump supporter encountering a protestor hurling insults. Many of Trump’s supporters are already feeling attacked; that’s why they respond to ideas like building a wall to keep Mexicans out or blocking any Muslim from entering the US. When they get insulted, they’re going to feel even more attacked. Instead of changing their minds, they’re more likely to come away from an encounter with a name-calling protestor feeling more justified in their condemnation of protestors. Instead of being touched at a human level, they wall themselves into the gated communities of a mind that now finds more safety in Trump’s lies and empty threats.

He writes, “what became clear as we shouted back and forth is that there is no common ground whatsoever between Trumpistas and the rest of us.”

But I disagree. When we focus on our differences, on the “otherness” of our “enemy,” we lose sight of what binds us together—yet our commonalities are still there. We all want a word where we feel safe, can earn a decent living, and can raise our children to feel like they matter in this world.

Are there some Trump supporters who are attracted to Trump’s blatant racism and misogyny, the constant lying, incessant bullying and name calling, and all the rest of his hateful message? Of course. But I don’t think it’s anything close to a majority of his voters. He has learned the fine art of framing. Helped by a vitriolic, slanderous 20+ year campaign against his Democratic opponent in right-wing media, he has framed his opponents as crooked and incompetent liars, who are bringing this country down, and he portrays himself as the Messianic savior who can turn the whole thing around, even without clear policy positions—and he’s managed to get enough people to believe this to win the nomination.

Trump is a master of crowd psychology. He speaks to the amygdala, the “reptilian” part of the brain that doesn’t care about facts—and he knows how to work an audience. I’m guessing that he’s probably read many works on manipulating the psyche, including Neurolinguistic Programming. I’m guessing that he has carefully studied the methods the Nazis used to get elected in 1933. This makes his refusal to be bound by facts more understandable. Catch him in a lie and he denies he ever said it, or denies it means what it appears to—because to admit and apologize would pry loose his grip on the minds of his followers. If we mirror his nastiness, we fertilize the field where his metaphorical bacteria can grow. But when we take the high road, we defuse his manipulations with a powerful natural antibiotic: the truth of our common humanity.

Let’s not stoop to Trump’s level. Let’s honor Michelle Obama’s call to take the high road. Rather than call our opponents nasty names, we must win them over to the promise of a better world than Trump can offer: a world that helps them achieve our common universal desires—without stomping on the backs of others.

“When they go low, we go high.” Let’s go really high tomorrow, and show that as a country, we are better than that.

 

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By Posted on Posted in Advertising, Business-general, General Commentary, Innovation, Marketing Techniques and Philosophies Tagged with , ,

Someone asked a very odd question in a discussion group:

How a startup is viewed (by an investor) when its majority spending is on marketing/advertising?

Laney Rosenzweig StoryboardIn my answer, I chose to ignore the investor question (although I hint at it in my last sentence) and discuss it instead from an overall business point of view. Let me share that answer:

Having written several books on how to market effectively with little or no money, I definitely agree. While we don’t all have to be as extreme as Google, which built one of the most profitable companies in the world without spending anything on advertising, I think all of us should be focused heavily on more creative, more interactive marketing—including content, interactive involvement tools on your website, social media actual participation (not just advertising), live appearances, etc.—only using advertising and other paid strategies sparingly if at all. This is something I can help with, BTW. For a very affordable cost, I can create an entire marketing plan for you, rooted in these kinds of strategies as they make sense for your particular business/skill set/interests.

If someone is spending more on marketing than on operations, I’d worry about their long-term viability.
But I found the question quite odd. It’s hard to even wrap my brain around the idea of spending more on marketing than on innovation, product development, manufacturing, distribution, etc., combined. Yes, of course, we’re all in business to sell something, and marketing helps us do that. But we also have to have something worth selling.
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By Posted on Posted in Advertising, Branding, Customer Service as Marketing, Entrepreneurship, Marketing Techniques and Philosophies, Marketing Trends/News, Shel's Personal Life Tagged with , , , , , , , , , ,

If you don’t think customer service is part of marketing—and maybe the most important part—this post is must reading for you.

Old movie theater marquee. Photo by Marcus Buckner.
Old movie theater marquee. Photo by Marcus Buckner.

Great Service Builds a Business

Great customer service builds long-term customers, relationships, and ambassadors for your brand! Just ask Nordstrom. They surely don’t compete on price.

Ask Southwest Airlines, which made its original reputation on low prices but now is known for exemplary service in an industry that generally treats its customers like crap. Many times, I’ve actually paid a bit more to fly Southwest, because I know I can check bags for free and—more importantly—change my ticket if there’s an issue.

Southwest earned my loyalty by saving an expensive cruise vacation that was about to go up in smoke when our airport closed for a snowstorm and we weren’t going to make our connection to the cruise ship. Southwest cheerfully if perplexedly let us shift to the following day in a different city, so we could board at the ship’s first port-of-call.

These days, I go to the Southwest website first, and only check discount travel sites if I can’t get a good flight there. Have I told people they should fly Southwest? You betcha. I just told you and a few thousand others, in fact.

Crappy Service Kills a Brand

Yet no amount of (expensive) marketing will undo bad customer service. This is something I talk about in many of my books, including the most recent, Guerrilla Marketing to Heal the World.

I have boycotted a number of businesses that treated me shabbily—including the movie theater in the New York City neighborhood I grew up in that sold my 12-year-old self a full-price adult ticket and made me sit in the children’s section. I have not been back in the 47 years since—because I felt wronged and discriminated against.

But the worst was our local Toyota dealership. We had a long and extended bad interaction with them that culminated in a phone call, “you have 24 hours to get your car out of our lot—and by the way, the engine is in pieces in the trunk.”

Not only did I write a five-page complaint letter with full documentation to the VP of customer relations for Toyota USA (which gave a too-little-too-late form-letter make-good offer a full year later), not only did I never buy as much as a tube of touch-up paint from that dealer for the rest of their career and was not sorry when they closed—but the next time I went car shopping, I didn’t even seriously consider Toyota and bought a competing brand. That was the first time I bought a car not built or designed by Toyota since 1981; they threw away decades of strong brand loyalty. Over the 30 years or so that likely remained in my car-buying lifetime at that moment, they probably cost themselves well into the six figures.

And no amount of expensive advertising will counter the disconnect if you don’t walk your talk, even if it’s not a customer service issue. If you have a sign posted in your store noting that you’ve empowered your employees to solve customer issues, as the late Blockbuster Video did, that should actually be the policy. It wasn’t for Blockbuster, in my personal experience. And they’re gone.

And these days, a frustrated customer doesn’t just tell ten friends. I just read recently that Dave Carroll’s video, “United Breaks Guitars”—seen by nearly 17 million people—actually lowered the airline’s stock price. The video also garnered tons of mainstream media coverage (including CBS and CNN), many new fans for Carroll and his band, the Sons of Maxwell, and even a book contract (the book—big surprise—is called United Breaks Guitars. And think about all those “companysucks.com” websites out there damaging brands.

In Guerrilla Marketing to Heal the World, I cite an auto-industry study that only 40 percent repurchase. So it’s up to you to turn satisfaction first into delighted amazement, and then into loyalty, and finally into ambassadorship for your brand?

Timothy Keiningham and Terry Varva, authors ofThe Customer Delight Principle: Exceeding Customers’ Expectations for Bottom-Line Success, point out that marketing’s primary role is to communicate “the wants, needs, and expectations of current and potential customers,” [emphasis mine] so the business can “create and distribute products or services that more closely address and answer these inherent needs.” If meeting the needs of current customers doesn’t encompass customer service, you’re in trouble.

Please share your customer service successes and disasters (either as a vendor or a s a customer) in the comments section, below.

 

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By Posted on Posted in Abundance and Prosperity, Branding, Business Ethics, Business-general, Corporate Social Responsibility, Diversity, Eco-friendly, Energy & Sustainability, Entrepreneurship, Environmenl, Green Business, Marketing Techniques and Philosophies, poverty, Transparency vs. Secrecy Tagged with , , , ,

On a discussion list, a startup entrepreneur asked,

I have noticed that many successful startups are advertising that they donate x% of their profit to someone in need or they help someone have a better life,etc. What do you think is the importance of such messages to gain initial traction and how does it help grow the company?

By the time I saw the post, several other people had jumped in to tell him that social entrepreneurship isn’t just a marketing trick. It must be genuine.

Globe showing various crises around the world
How some people view the world—Opportunity for businesses that genuinely care

I agree, but there’s more. Here’s what I wrote:

Yes, social giving has to be genuine–motivated not by marketing but by sincerely helping the world–but if you’re doing that, you gain huge marketing advantage if you handle it right.

Keep in mind: charitable give-backs are NOT the only model. I’m rather a fan of creating products, services, and business cultures that directly *and profitably* turn hunger and poverty into sufficiency, war into peace, and catastrophic climate change into planetary balance. In fact, in my latest book, Guerrilla Marketing to Heal the World–which is focused on this aspect–charity givebacks account for part of one chapter out of 22 chapters. In my speaking and consulting, I help companies actually develop these kinds of approaches. You can get a very quick early-stage introduction by spending 15 minutes with my TEDx talk, “Impossible is a Dare” https://www.ted.com/tedx/events/11809 (click on “event videos”)–but recognize that this was 2 years ago and the work has evolved a lot since then.
All other things (such as price, quality, convenience) being comparable, consumers “vote with their feet” to support ethical, green, socially conscious companies. So you, as a startup, have the chance to look at the skills, interests, and wider goals within your company…create products and services that match these skills, interests, and goals with wider goals like the Big Four I mentioned at the beginning…and market them effectively to both green and nongreen markets (which has to be done differently, as I discuss in the book). But please, do it with good intentions! (I can help, BTW.)
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