Are You Making These Mistakes in Your D&I Communications?

Diversity and inclusion are back in the spotlight. Issues like immigration, sexual harassment and racial justice are in the news almost daily. But it’s not just today’s hot topic—it’s serious business. In a 2017 study of 245 global companies by Deloitte, 78 percent of respondents believe it’s a competitive advantage for a company to have a culture…
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What’s your secret weapon?

I have a secret weapon that I use to market my business. It’s so secret, in fact, that sometimes I forget I have it and don’t take full advantage of it. Is it my superior intellect? No, but thank you. Perhaps it’s the band of merry elves who live in my attic and attend to…
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5 Ways Marketing Organizational Structures Are Changing

It’s become de rigeur for marketing teams to be restructured every couple of years, if not more frequently. These restructures can be as simple as a slight re-organization to accommodate the addition of a new capability, or as complicated as a spill that requires everyone to reapply for their job. There are several factors contributing…
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Superstar branding: 7 secrets to let your nonprofit’s image shine

Like fans flock to a superstar on stage, donors can flock to you. Can you imagine not chasing after donors every day and instead having interested potential donors find you? It can be the reality. Here’s how. 1. Design your dream donor Superstars know their audiences. Pop stars market to younger audiences. Older stars appeal…
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3 Things All Strong Brands Have in Common

A strong brand is one that can stand the test of time. It exists to make a difference in people’s lives—the lives of the customers who benefit from its products and services and the lives of employees who work hard to deliver them. Many factors impact the ultimate success of a brand, but there are…
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The key to success is staring you right in the face

Even the most successful companies are in constant competition for business. What sets them apart often boils down to one factor: outstanding customer service. I have spent 44 years focused on customer service. I have written hundreds of articles, as well as seven books on the topic. I have also been interviewed on television and…
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Organizations, race, and our changing times: What we can learn from Starbucks, ABC and the NFL

The circumstances leading up to Starbucks’ racial bias training in May 2018, ABC television’s cancellation of Roseanne that same month, and the National Football League’s ongoing “knee problem” are not anomalies. They are big, bright, flashing signs of changing times that we as communicators must help our organizations manage. Now more than ever, organizations are…
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