by Chuck McKay | Jan 1, 2022 | Customer Focus, Retention, and Evangelism, Media, Social Media, and Word-of-Mouth (WOM)
Pay close attention to Stephanie’s story: “Roger’s feet get cold easily, so I bought him a pair of sheepskin slippers. He loved them, but it wasn’t long before the wool lining started wearing off. So I called Lands’ End to see if I could get...
by Chuck | May 9, 2012 | Advertising / Marketing Strategy, Fresh Catch, Media, Social Media, and Word-of-Mouth (WOM), Systemic Marketing (TM)
A young man shows up at your door. For only ten dollars he’ll paint your house number in florescent paint on the curb in front of your house. Feeling no need for glow in the dark numbers on your curb, you pass on the offer. The next day a different young man...
by Chuck McKay | Sep 20, 2011 | Budgeting, Pricing, and Return on Advertising Investment (ROAI), Fishing 101 - the "How To" Class, Media, Social Media, and Word-of-Mouth (WOM)
Originally published October 4, 2009 One of the advantages electronic news has over print is the capability to deliver information in real time “live from the scene.” As you might imagine it didn’t take long for this proficiency to migrate from the news...
by Chuck McKay | Jul 27, 2011 | Media, Social Media, and Word-of-Mouth (WOM)
You’ve just spent the day, a long day, at a Disney theme park. You’re beyond tired when you finally make it back to your car to find you’ve locked the keys inside. Can you imagine a more frustrating feeling? Now imagine the arrival of Disney’s locksmith. He reads your...
by Chuck McKay | Jun 29, 2011 | Media, Social Media, and Word-of-Mouth (WOM)
Originally posted April 30, 2009 According to an old saying there are only two things people want to know about you: what you stand for, and what you won’t stand for. This is the basis of reputation. We intuitively understand that people’s actions are...
by Chuck McKay | Nov 28, 2008 | Media, Social Media, and Word-of-Mouth (WOM)
Word-of-mouth occurs when, through surprise, your customer has become emotional about you. It can happen when astonishment leaves her delighted. Alternately, it can happen when disillusion causes dismay. The first produces positive word-of-mouth. The second, negative....
