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
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?
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
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
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
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.
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.
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.
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?
In 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.
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.
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.
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.
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.)
I got an email this morning from Labor for Bernie, urging me to sign up to continue the movement. My wife saw a note from Bernie himself, on Facebook. Both urged us to join the ongoing movement by signing up at OurRevolution.com.
So I clicked over. And this is what I saw:
Landing page of OurRevolution.com
It’s designed like a classic marketer’s landing page with only two options: sign up or send money. Except that a classic marketer’s landing page describes the project it’s selling—sometimes, in great detail. This time—not a clue about what this organization is going to stand for.
I’m a strong Bernie supporter. I love that he was able to bring a progressive agenda into mainstream US politics—after watching so many fail before, from Jesse Jackson to Howard Dean to Dennis Kucinich. But I’m not signing.
Too many times, I’ve seen organizations co-opt supporters by turning out to stand for something other than they pretended, going back to the Socialist Workers Party’s attempt to co-opt the Vietnam peace movement when I was a teenager. Here, I don’t even see a pretense. I see nothing about what this organization will stand for, what tactics it will use, etc.
Even for Sanders, I don’t write a blank check. Not financially, and not in my commitment to an organization whose tenets I can’t describe. Even for Bernie, I won’t sign blind.
The two big messages of the Democratic Convention were Hope and Inclusion. Hope, of course, was one of the two themes (along with Change) that propelled Barack Obama to the presidency in 2008.
I have plenty of issues with both Obama and with Hillary Clinton—but government is supposed to be bipartisan, not spoil-sport-losers-blocking everything. The Democrats even allowed George W. Bush to govern, despite his awful, destructive policies from which the country is still recovering. That Obama has been able to get anything done in this climate (and as those two links above prove, he’s done quite a bit) is remarkable. That the Republican Party has thwarted the will of the people over and over again these 8 years is shameful.
Obama also has a tendency to “roll over and play dead” unnecessarily. To name one example, that he gave up so easily on filling the Supreme Court vacancy caused by Scalia’s death is shocking—and very bad precedent. As a former community organizer, Obama should have had a clue about how to break he deadlock—keep the apparatus that twice elected him president active, to deluge Republican legislators with calls and letters supporting particular pieces of Obama’s agenda—to keep people involved and motivated while at the same time disassembling Republican intransigence, making its revelry in being “The Party of No” politically difficult. Obama could have organized a backlash in the 2010 election and accumulated massive majorities in both houses. But he let his eager champions wither on the vine.
Hillary Clinton and Bernie Sanders
Inclusion may not be as powerful as hope, but it’s a very strong meme nonetheless. This year’s Republican candidate openly embraces hostility to inclusion—attacking Mexicans and Muslims along with immigrants in general, mocking disabled people, and even attacking the patriotism of decorated war hero Senator John McCain. So it’s a good move for Hillary Clinton to reclaim the emotional territory she gave up to both Sanders and Trump during primary season—and in this case, I do think it’s genuine. The first night of the convention, especially, was all about outreach to those who’ve felt disenfranchised (including the millions of supporters of Bernie Sanders). Clinton’s good dose of Policy Wonk may also be the antidote to Trump’s sketchy sound-bite promises about how he would govern.
The themes of inclusion, hope, and competence were in tremendous contrast with the Republican Convention, whose dominant message was fear—expressed in xenophobia. The other message of the Republicans was “we don’t have to give a crap about people we can beat up”–a big rallying point for those who agree, but a big push-away for anyone who might be a potential victim–and that’s a LOT of people. This is essentially the message of fascism, and it scares me to see it coming out of the mouth (and Twitter feed) of a nominated major-party candidate for President.
And this is why I will vote for Hillary even though my own politics are closer to Jill Stein’s, and even though I live in a state that will vote Democratic no matter what. I am not thrilled about voting for Hillary, but I will vote for her. I consider Trump the greatest threat to democracy and liberty in my lifetime. His repeated use of Hitlerian memes is very troubling. And I think very deliberate. I want Trump’s margin of defeat to be so “YUGE” that we never see his ugly politics again.
Looking at the election as a whole, I’d bet that Trump, a master marketer for decades, has studied NLP (Neurolinguistic Programming—an extremely powerful approach to getting inside people’s minds through the use of deep psychological triggers) and is far better at getting his (loathsome) message across than Clinton is. The Republicans have been using sound bites that appear to be based in NLP techniques for over 30 years, but Trump has taken it much deeper. Clinton, by contrast, is an old-school politician who hasn’t quite figured out the 21st-century shift in marketing from push to interactive. And Sanders has probably not studied marketing but he’s a natural. His brand is wrapped in an integrity that neither party nominee can offer—and he has a long background in (and deep understanding of) community organizing as well as electoral politics. When he started as a politician, Vermont was not exactly a progressive hotspot. I believe he helped create the climate where his state is now among the bluest in the nation.
Interestingly, all three are around the same age, spanning from Clinton’s 68 to Sanders’ 74 (Trump just turned 70)—yet the oldest, Sanders, had the strongest appeal to youth. And the younger candidates, from O’Malley to Rubio, were all eliminated months ago.
Someone faced with doubt rarely brings her best self to the table. Doubt undermines confidence, it casts aspersions, it assumes untruths…
[W]hat happens if you begin with, “the benefit of confidence” instead? What if you begin by believing, by seeking to understand, by rooting for the other person to share their best stories, their vision and their hopes?
I’ve never articulated this, but it’s a key part of my business philosophy. I assume the best intentions, and the ability to rise to greatness. Sometimes there’s a lot of doubt to overcome.
A client of mine who has now worked with me for several years first approached me by mailing a poorly written typewritten manuscript (probably typed in the 1970s) to my postal address, without including either a phone number or an email, with an almost incomprehensible cover note. I overcame my skepticism and modified and printed out a copy of my response to book shepherding queries, and told him in the letter that he had to give me an email address and phone number, and to get the book into a computer so I could send it to an editor. While I didn’t really expect to hear from him again, I think I may have gotten the job because I was polite and responded as I would to any other prospect. I said nothing dismissive or condescending and simply outlined the (many) steps it would take to turn this into a publishable and published book, and some idea of how much that would cost. He has done everything I suggested and the final book was so good that it won an Ippy Award and the screenwriter we hired to do a movie treatment fell in love with it.
While this was an extreme case, quite a few of my book shepherding clients were starting from an extremely rough place (including several whose first language was not English). They spend several tens of thousands with me by the time the project is done—and they are thrilled and amazed by the finished product. Quite a few have won awards.
On the green and social entrepreneurship profitability/product development and marketing consulting side of my business, I see similar patterns. Some companies would like to go green but have no idea. Others are already going down that route but would like to find a way to tie their work to something bigger. They want to do something that turns hunger and poverty into sufficiency, war into peace, and catastrophic climate change into planetary balance. Again, the process can be long and slow, but the results are worth it.
So while I’ve never articulated Godin’s “Benefit of Confidence,” I’ve lived it. Thanks, Seth.
