Just a Moment for Marketing: Talking to the Box

Linda asks: Can you help your customers in new ways?

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Top of Mind Thursday July 20, 2017: Tales of Twitter Tantrums

Top of Mind Thursday

Last weekend, media personality Ann Coulter took to Twitter to let the world know about an incident she experienced on Delta Airlines.

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We are now used to Twitter being used as a medium to inform, to rant, and to raise customer service issues. Everyone from the President to celebrities to ordinary citizens will tweet about what’s on their mind at the moment.

But this was different. No one was dragged off an airplane. No one was denied boarding when they purchased a seat. Instead, Coulter was moved to a different seat within the same row, a seat for which she had paid a minor upgrade fee ($30) just the day before. As a result, she tweeted her outrage at both the airline and its employees, as well as her fellow passengers nearly three dozen times.

Delta, to its credit, refused to play ball. They refunded her ticket fee, but criticized her posting,  saying they were disappointed and they found her actions “unnecessary and unacceptable.” Coulter responded by saying it cost $10K of her time to research the flight and choose the correct seat option. Gee, for that amount of money, she could have hired an assistant to handle this task–or better yet, flown first class and had money leftover.

The Internet is enduring, not endearing. What image will you leave with customers and prospects when you or someone else in your organization tweets in an emotional moment? Long after the actual incident is forgotten, will the world remember your tantrum instead?

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Just a Moment for Marketing: It’s the Insights That Matter

Linda advises: Don’t be derailed by data.

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Top of Mind Thursday July 13, 2017: An Immersive Experience

Top of Mind Thursday

Last weekend, I was in New York, where we attended a performance of the musical Natasha, Pierre, and the Great Comet of 1812–based on Tolstoy’s epic novel War and Peace.

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The theatre had been transformed into a Russian nightclub–with ramps and stages throughout the audience, and audience members sitting on the stage. The action took place in 360 degree immersion–there were performers in the aisles, up and down the ramps, and even sitting down next to the audience members on the stage. 

The play itself was a little hard to follow, particularly for those of us who haven’t read through Tolstoy’s 1200+ page tome (I’m still not sure how about the comet reference). But the experience itself was an absolute delight. The performers each sang, danced, and played instruments. They used the entire theatre, from top to bottom, and they engaged the audience from beginning to end. It was a performance that stood out above the noise of a typical Broadway play.

What are you doing to immerse your customers in the experience of using your products and services? How can you build the kind of experience that stands out above the noise, brings a smile to their lips, and leaves them asking for an encore?

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Contact me to find out how to get heard above the noise


Marketing Above the NoiseCheck out the new video trailer for my book, Marketing Above the Noise: Achieve Strategic Advantage with Marketing that Matters.

Download a FREE chapter now.

What are people saying?

Buy now.


Limited time to devote to marketing? Check out our weekly Just a Moment for Marketing videos. They only take a minute.

Let us help your business rise to the top.

linda@popky.com
(650) 281-4854
www.leverage2market.com

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