2018 Volkswagen Beetle

Volkswagen’s New Brand Strategy: “Becoming Less German”

Writing for Campaign Magazine, Simon Gwynn revealed, today, Volkswagen’s new brand strategy: to become “less German.”

On the surface, one might wonder whether being perceived as “less German” is, as far as strategies go, about 73 years behind history. Let’s not forget that Volkswagen once made the transition from “the German people’s car” to a friendly global brand in the wake of Adolf Hitler’s demise. Read more

Colorful recycling bins floating in a promising sky

Reduce, Reuse, Recycle: Finding Fresh Material for Social Media

Customers sometimes ask, “How can organizations like mine keep coming up with fresh material to share on social media?”

Well, here’s a very short answer that might make it easier to find material. And the best part is you already know the mnemonic. Read more

Motocross racek doing extreme jump

Our Extreme Culture: Is There a Way Back?

The language of extremes has become commonplace.

How many times can we be told a movie is “the most poignant drama of our time” or an actor has given “the best performance of his life”? Is there any reason to believe people who tell us an event is “unprecedented,” or a tennis exhibition features the “perfect match-up,” or a piece of jewelry is “one-of-a-kind?” What turned frisbee into “extreme frisbee,” and what distinguishes kickboxing from “ultimate” kickboxing”?

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Old Banking 100-key Adding Machine Net Promoter Scores

Banks Still Suffer Low Net Promoter Scores

According to leading Net Promoter Score® Software-as-a-Service provider CustomerGauge, the banking industry still has a long way to go in the Customer Satisfaction department. A relatively new industry commonly known as FinTech (Financial Technology companies) is giving the banking industry a real run for the money. Read more

Gravel Path through a Cornfield represents the customer journey

Maintaining Contact throughout the Customer Journey

We all know why it’s important to stay close to our customers throughout their customer journeys. So, I’ll leave the obvious to another blogger. But how do you go about it? And just whose responsibility is it? Those are entirely different questions.

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Cup of coffee beans sitting on a bed of whole coffee beans

Every Touchpoint Affects Your Brand, Starbucks®

We’re big fans of that down-home feeling you get when you visit the original Starbucks coffee shop in Seattle. And nothing helps carry that down-home feeling through the stores better than the hand-written signs that describe their products.

But which, we ask, is a greater risk to your brand: losing that folksy, homespun look, or losing your credibility among your customers, the vast majority of whom have at least graduated from high school? Read more

Net Promoter Calculator

Be Skeptical of High Net Promoter Scores

Recently, a “leading provider of civil and criminal justice technology solutions for public safety, investigation, corrections and monitoring” published a press release touting a Net Promoter Score of 82. If you think that’s incredible, then I think you may be on to something.

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SEO Image, Background Credit: © Vlad Gerasimov, Stocktrek Images, Corbis

SEO Tips from Someone Who Learned the Hard Way

“Is SEO a gimmick?” one client recently asked us – a fair question, given the fact that many agencies selling SEO are peddling smoke and mirrors.

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Comcast brand

Brand and the Disgruntled-Customer Effect

Today, telecom providers spend millions of dollars developing and promoting their brands. Over time, their investments burn brand-positive images on the mind of their consumers. Let’s say that one of those consumers – we’ll call him “Joe” – is driving his kids to school, when a white utility van cuts into his lane, forcing him onto the shoulder at 60 miles per hour. After quickly regaining his senses and glancing in the rear-view mirror to make sure his kids are alright, Joe looks back at the van and sees the logo of his telecom provider. And suddenly, the company’s carefully crafted brand fades from Joe’s mind, to be replaced by a more personal, and more permanent, image. Read more