Analysis & Opinion

Mad women: which service brands have women seeing red?

To fuel the female-centric creative that we’re developing for our clients, Mullen’s Frank About Women took a current pulse on how women are feeling about customer service and service brands. We fielded a national consumer study covering a wide spectrum of service-based categories, and our findings reinforce just how tenuous the relationship is between women… Read More
Analysis & Opinion

The thousand days of pain

Last week I had the honor of participating in a panel at the New York Times building and the opportunity to talk about “Marketing in a Recession.” The event was sponsored by outprofessionals.org, moderated by Stuart Elliott of the New York Times, and featured panelists Rachel Sklar (photo: right), editor-in-large at Mediaite, and Stephanie Blackwood… Read More
Analysis & Opinion

Taking time to smell (and harvest) the roses

As technology and globalization continue to expand, our appetite for instant gratification grows with them. Given the fast paced, multitasking, 24/7 society we live in, it’s surprising that one of the biggest growing trends right now is about slowing down. Starting as one man’s protest of a McDonald’s opening in Rome, and fueled by books… Read More
Analysis & Opinion

Swimming with Twitter Sharks

As I wrote before on my blog, I was very saddened by the news that tr.im, my favorite URL shortener for Twitter, was cut down in its prime. Based on the company’s blog post, the blame (although they are loath to call it blame), was laid on Twitter’s decision to use bit.ly as its primary… Read More
Analysis & Opinion

Social is everywhere and nowhere

I was asked to sit on a social media panel last week and each of the three panelists had to provide a five to eight minute opening before the moderator and audience started to ask questions. As I began to ponder my discourse, I thought about the daunting task of how to say something original… Read More
Analysis & Opinion

Game changing questions for service marketers

While working with our service-industry clients to assess their brand and business-building strategies and programs, typically we begin by asking some potentially game-changing questions: What’s your plan for branding from the inside out? Are your employees steeped in the brand? They better be, because the strongest service brands today are built on an employee base… Read More
Analysis & Opinion

Learnings from 130 people talking about crowdsourcing

As you probably know by now, John Winsor (author, entrepreneur, innovator, director of strategy at Crispin Porter Bogusky) and I did a session yesterday on crowdsourding.  We had a great time.  There was a big audience, lots of discussion, and, thank goodness for the sake of dialog, some disagreement.   Thanks to all of you who… Read More
Analysis & Opinion

Who’s afraid of the big, bad meme?

The first time you see it, you don’t think much of it. It’s a video of a cat playing the keyboard. It’s a one-hit wonder from the 80s. It’s David Caruso. You hear the whispering at work, on the bus, in line for groceries. The topic just keeps popping up: a shared joke among the… Read More