customer engagement
847 posts
The Internet Is Not A Shortcut
Here is the cold hard truth about the Internet, viral marketing and the way to make your ideas matter. The Internet gives you a million and one chances to amplify what’s great about what you do. It doesn’t actually make your idea better. 70,000 people found Philippa on Instagram. She was an amazing
The World Is Your Focus Group Now
Think about every conversation you overheard today. It may have been on the train, in the coffee queue, or while you waited in the hair salon. You know, the one where the guy on his mobile explained loudly that his taxi hadn’t turned up. Or when forty something Sarah confided how stressed out she wa
Being The Best
When I was a kid growing up in Dublin we always sat on the top deck of the bus on a Saturday evening coming home from a day in the city. As we passed Christchurch Cathedral we pressed our noses to the window and looked out at the long queue which snaked half way down…
The Art Of Giving People What They Really Want
The group fitness instructor at our local gym is exceptionally good at giving people what they really want. During a tough early morning Pump® session he doesn’t talk about resting heart rate or thermogenisis. Duane punctuates those last thirty seconds of effort by telling us that this is how we’ll
How To Standout
Care more. Do what you say you’re going to do. Stand in other people’s shoes. Solve problems. Fix what’s broken. Change how people feel. Create what you want to see in the world. Don’t wait for an invitation. Think beyond what’s possible. Get over your fear. Act. Rinse and repeat. Image by EIO.
How Coffee Became As Seductive As Diamonds
I have no idea how this happened, but twenty five years ago when my husband and I were choosing my engagement ring on student budgets, I found myself inside a tiny strategically lit room with a £20,000 ring on my finger. £20,000 was enough to buy a house in Dublin in those days. Fast forward…
Well-Designed Moments Build Brands
That moment when the airline tells you that lost luggage is just a fact of life, or the sales assistant can’t exchange a faulty shirt on the spot because of company policy is a crack in the foundation of the brand. In that moment you begin to disconnect and feel like you don’t belong. Every…
When The Facts Are No Longer Enough
The window on analysis is shrinking. People are moving so fast now that they don’t have time to think. They’re scanning, swiping, clicking, liking, tweeting and moving on at full velocity. They’re making decisions based on feelings not facts. Often choosing not because of what they think, but becaus
The One Thing You Need To Learn From The World’s Greatest Marketer
Yesterday I did something I don’t normally do…I Googled Seth Godin. Not because I never have cause to, but because I have Seth’s blog on speed dial in my toolbar. The results made me chuckle. You see Seth has been circled by over 95,000 people on Google+ and he has never posted a single update…
Reframing How You Think About Customers
How many business books have you read where you are urged to think about how to capture the attention of your ‘prospects’? Quite a few I reckon, I’ve read them too, and something about the use of that word in particular always makes me squirm. A ‘prospect’ by definition is either a potential source
The Number One Marketing Opportunity You’ve Probably Overlooked
Yes I know marketing is one of those icky words. It smacks of snake oil salesmen, hard sell merchants and spammers who interrupt without permission. You don’t want to be in any one of those categories and you don’t have to be. Marketing and branding is about turning up the volume on your mission, so
The Only Reason You’re In Business
The reason you’re in business is to make peoples’ lives better. Every word you write, coffee you serve or pixel you paint is nothing without an audience to consume it, and more importantly care about it. So here’s the question you need to ask. How does what you do, make, serve or sell make life…
How To Make Your Message Stick
I read an interesting fact on the last few pages of my friend Mark’s new book Return on Influence, apparently most people abandon a business book after reading one third of it. This is an audience who decided they believed in the idea, author or maybe the title and cover design enough to invest, onl
Create What People Can’t Live Without — 8 Questions To Ask Before Launching An Idea
Where would you be without your laptop, smart phone, Google, take away coffee cups and quick drying nail polish? While you’re busy navigating your day today, think about what you couldn’t live without, the stuff that makes your life that little bit easier. All those things you didn’t even realise yo
What’s The Purpose Of A Brand Story?
If you’ve got a great product or a killer service why do you need a brand story? You only have to look as far as your local cafe or boutique fashion labels to see that all brands are not created equal, and what usually separates the successes from the failures is a good story. The…
A Lesson From The Most Iconic Advert In The World
The Coca Cola ‘Hilltop’ advert created more than 40 years ago is known as “one of the best-loved and most influential ads in TV history. In a recent collaboration Harvey Gabor one of the original creatives of ‘Hilltop’, worked with Google and Coca Cola to re-imagine a modern day version of the origi
Turn Up The Volume On Your Mission
Whatever your idea, whatever you market, sell or promote, whether it’s a cause, art, products or services, the way you differentiate from your competitors is by turning up the volume on your mission. Products can be similar, but missions are unique You don’t want people to buy your stuff, you want t
9 Elements Of The Perfect Pitch
This image was captured in Marrakech at the largest open air market in Africa. On the day the photo was taken the market was apparently in full swing, complete with everything from average snake charmers, to exceptional orange juicers and trinket traders. The photographer captures how many of the to
The Only Reason You’re In Business
When you don’t answer the phone after the third ring. When the wait staff you hired forget to look people in the eye. When you make it easy for people to sign up and say yes, but penalise them for changing their minds, you are forgetting the only reason your business exists and why it…
The Best McDonalds Adverts McDonalds Never Made
The golden arches might be ubiquitous, but now we can and do, choose to ignore advertising campaigns created by even the biggest global companies. We skip commercials and we switch off, while marketing departments spend plenty best guessing what might capture us for a few more seconds. What fascinat
