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Do your customers think you're a "10"?
In the drive up windows of one of the country's largest banks -- there is a sign. "Please honk if we've delivered a "10" customer service experience." I've never heard anyone honk or honked myself. Now...I want to honk. I feel bad...
6 steps to take if your company is criticized in a blog post
My last blog post recounted a less than desirable experience a colleague and I had at a New York Dunkin' Donuts store. The manager was an amazing example of what not to do. When I write about specific brands or experiences I've had, I try...
Customer Experience: The bar is set pretty low
Image by Thomas Hawk via Flickr In marketing, we talk a lot about being remarkable. We want to delight our customers. We want to create moments that they can't help talking about. In short -- we want to stand above our competition...
Sometimes, your baby is just ugly
Thick skin. We had a lively discussion on that very topic at work this week. As marketing professionals, it's our job to come up with compelling ideas (writing, design, etc. etc.) that will trigger actions and reactions from the...
Trends shaping 2010: Dang it, we're getting old!
Back in December, I wrote about some of the trends that would be influencing all of our businesses in 2010. I thought it might be helpful to look at some of these trends a bit more closely. Let's dig into the trend that we've actually been...
Social Media Cheat Sheet
As I speak to conference audiences across the country about social media, one of the questions I always get asked is... how do I know which social media sites to use? Of course... there is no single, magic or easy answer to that question. It...
How social media has changed my world
When I get into a conversation about social media -- one of the questions people ask is "how do you find the time?" The truth is...I can't afford not to find the time. It's simply a part of my life/routine now. Why? Because like...
5 ways to building a committed team
If you want a powerful, profitable company -- create a powerful team. If you want to create love affairs with your customers -- create a passionate team. If you want to leave a legacy -- create a committed team. Your team. Nothing...
A marketing tip from Tiger Woods
The world is abuzz about the Tiger Woods apology. It seems like the big question is…"was it sincere?" What a remarkable marketing reminder for all of us. We're going to mess up with a client, prospect or employee. It's inevitable....
How do you evaluate your brand?
At McLellan Marketing Group, we live and breathe branding. We believe that branding is the cornerstone to a small business' success or lack thereof. You either brand yourself or you become a commodity. And a commodity has to...
Are you playing your competitor's game?
I'm not good at sitting idle. So if I am stuck waiting for some reason, I get antsy. To kill that time, I'll fire up my smart phone and play a game (or two) of Hearts. In the game, by default I am player south. (4 players...
Are you good enough to even try it?
I've been both hustling and bustling to get my Christmas shopping done. One of the items I have purchased at many different retailers is a gift card. I'm guessing most of you have bought more than one this holiday season so you know how easy it is...
