Category Archives: Trust

When CRISIS can build LOYALTY…

One of the blogs I regularly follow is Seth Godin.  Why Seth?  He has a very no-nonsense way of putting things in plain english for all of us to understand about marketing, customers and a host of other interesting topics.  I was thinking the other day about a particular topic to talk about – how…

Authenticity is an "accelerator"

One of the wonderful aspects social media has brought to the forefront is the need to be authentic.  This was never a problem decades ago when everyone pretty much knew you and what you were about so it wasn’t a big issue.  But as we have spread out around the world it has been much…

Getting "It’s all about ME" to work for you

There is absolutely, positively no doubt in the world today that the key mantra for people is “It’s all about ME”.  We see it in TV programming (approximately 70% of today’s programming is “reality” TV), we see it in the traditional advertising and we really see it in social media. In one of my earlier…

Stop "Telling" and start "Helping"

If you are going to get the most value out of using social media, it is important to remember what is at the core of social media – building more trust and stronger relationships.  If you think about it, how many relationships have you personally built by not engaging in a dialog but by dominating…

Viral or Word-of-Mouth – which is better?

I get asked quite often to distinguish between what is “viral marketing” and what is “word-of-mouth marketing” – apparently there is some confusion out there with these terms.  Let’s see if we can’t clear it up and give you some more details.  The good news is that both are very powerful and very necessary. Let’s…

The Most Influential Person inside your Organization

Who do you think is the most powerful person in the organization today? Is it the CEO, President, COO, CMO, CSO, or someone else at the “C-level” in the organization? NO – it most likely isn’t any one of these people. Not because they don’t “run” the business or make sure it is operating at…

Nashville delivers an experience – but did it build "Loyalty"?

Loyalty is not built overnight, but it can start with a single event. This past week I was in Nashville celebrating my wife’s birthday and had some great experiences. I thought you might enjoy hearing about them as you think about “customer experiences” and how they can create “customer loyalty.” Consistency is still KING. One…

Love it or…

I recently read and article about the new head of Newsweek magazine and how he, Tom Ascheim, is having to transform the magazine if they are going to survive.  While I am not a big fan of the print media overall because of how they sensationalize almost everything, I do have to agree with Tom…

Are you "Authentic" if you keep your "Promises"?

Interesting question, isn’t it?  The word Authenticity has been around for a long time and it has resurfaced in the past few years to be linked to behavior and to customers.  But is it really the “right” word for our times and does it really communicate what is really meant by the author?  I don’t…

Joe, way to go – you 'da man…

I wrote an entry a little while ago referencing how parasitic the media is right now and how they are literally preying on the bad news to keep themselves alive – it sucks.  I can’t say it any other way than that.  It is also why I am telling everyone I come in contact with (in…