I wrote the other day about how companies handle a situation when something goes wrong — my newsletter company’s shrug still rankles. So it’s only fair to commend a local eatery who got it right. Last night my wife and had dinner at Portland’s Soluna Grill. We were seated quickly, and a waitress came by […]
For about a year — from mid-2008 through about mid-2009 — I made a concerted effort to use social media to boost my online presence. I tended to my profile on LinkedIn, and participated in its “Answers” forum. I added a Facebook Fan Page. Put up a profile on Biznik. Tweeted regularly. And, of course, […]
Copywriting guru Dan O’Day likes to advise his students that in an ad, you’re not selling features, or benefits — you’re selling results. ESPN‘s new World Cup Soccer ad is a great illustration of the difference. The feature ESPN is selling is World Cup Soccer coverage. The benefit to watching soccer, the ad implies, is […]
When I consult with local business owners around the country about their advertising, I advise them that their message must be distinctive and meaningful — they need to say something that nobody else in town in saying, and it needs to be of value to their target. Here’s a great example of this from my […]
The retail and airline industries are not, in general, known as bastions of great customer service. A constant onslaught of books on customer service, motivational speakers and consultants have had limited success in convincing stores and airlines to get better. So, what will convince them? A couple of stories in this morning’s New York Times offer […]