Tag Archives: customer experience

Southwest’s secret to dominating the airline industry…common sense

April 28, 2012

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TweetShare  So the other day I’m flying this airline with a group of colleagues for a business trip. It doesn’t really mater which airline. I’ll just say that it wasn’t Southwest. But you would have been able to guess that after reading the next few paragraphs. Here are a few of the things that happened [...]

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Why are we obsessed with adults in costume?

April 17, 2012

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TweetShare  As kids, we were all scared of certain things. The dark. Brussel sprouts. Monsters. As adults, we are all scared of certain things. Caffeine-free anything. Brussel sprouts. Tax day. But that’s the best part about today. Even if you’re scrambling to get that last-minute return done before midnight tonight, after today we won’t have [...]

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My love/hate relationship with Whole Foods

April 1, 2012

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TweetShare  If you haven’t stood in the checkout line at Whole Foods when they finish ringing you up, then you haven’t felt my pain. Three bags worth of gorceries for the low, low price of $125. Talk about a sucker punch. Someone at least could have told me what was coming. I might have flexed [...]

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Debate about PR Defined misses the point

February 20, 2012

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TweetShare  I work in PR. I work for a PR agency. But I don’t like calling myself a PR pro. Or saying that I work in PR. Because most people don’t know what PR means. Or they have a preconceived notion of what it means that isn’t helping my or my industry’s reputation. If I [...]

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Don’t be afraid to say no

February 9, 2012

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TweetShare  Don’t be afraid to say no To a deadline that doesn’t make sense. To a project you don’t have time to take on. To an idea when someone asks you if it’s valid. Being a yes man — or a yes woman — doesn’t earn you any respect. It just shows you can be [...]

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Are you usability testing your campaigns before launch?

January 19, 2012

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TweetShare  What’s the worst thing a communicator can do? Besides hire Tiger Woods as a spokesperson for an Ambien event in Vegas? It’s simple if you think about it and it sounds simple when you say it. But that doesn’t stop PR pros and marketers from doing it on a regular basis. Launch a campaign [...]

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#PRDefined only helps if it’s a definition everyone can understand

January 7, 2012

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TweetShare  Last year I spoke to a group of strategic communications students at Mizzou. When it came my turn to answer audience questions, I was ready for anything. Except the question I got asked. How would you define public relations? Really, I thought? Shouldn’t these students already know that? Then I stumbled through an awkward [...]

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The ‘one thing’ City Slickers can teach us about our jobs

October 30, 2011

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TweetShare  Remember the movie City Slickers? Billy Crystal and his friends head out on a guy’s trip to drive cattle and find themselves. Crystal befriends an old cowboy named Curly, played by Jack Palance. Curly tells him the secret to life is “one thing,” and he holds up his index finger. Crystal seems to get [...]

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I should’ve flown Southwest

October 19, 2011

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TweetShare                  A poem about my travel trials and tribulations I’m headed down to Knoxville now I should’ve flown Southwest For work, we flew United And I’m really not impressed First, we’re on one of those small planes That no one nowhere likes to fly The ones where [...]

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Steve Jobs was the king of usability

October 5, 2011

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TweetShare    A lot of people have been posting Steve Jobs quotes on Twitter and Facebook tonight. This is my favorite: “We do no market research. We don’t hire consultants. The only consultants I’ve ever hired in my 10 years is one firm to analyze Gateway’s retail strategy so I would not make some of [...]

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New business, the grocery store and buying organic

September 30, 2011

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TweetShare  Let me ask you a question. Say you wake up on a Saturday morning and your spouse asks you to go pick some things up at the grocery store. He/she makes a long list of all the things you need and then sends you on your way. When you get to the store, you [...]

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