Here is the latest Leadership News from Forbes Magazine.
5 Signs Your Customer Service Operation Is In Need Of A Make-Over
For customers it’s quickly apparent when a company is in dire need of a customer service make-over. Some examples include slow response times, difficulty in getting in touch with the brand at all, and an attitude of “there’s a customer coming, RUNNN!” This is the exact opposite approach that will lead to more sales and customer engagement overall. But with the way companies are set up today, a certain level of nonsense is tolerated within the company regarding customer service. We’re all familiar as customers with the nonsense, because we experience it as poor customer service. Often employees want to do right by the customer but they aren’t empowered to do so. The customer service conundrum often starts with the legacy culture of the company—and it appears too hard to change. But the change is absolutely critical to the survival and longevity of the company. Below I have captured five signs that you are in desperate need of a customer service make-over. Find out below if this is you!
The World’s Most Valuable Brands 2016
Making Budweiser Great Again
Budweiser is taking patriotic rebranding to the next, or possibly lowest, level this summer by renaming its beer “America.” It is ironic in that Budweiser’s owner is a Belgian company and its top management is Brazilian.
What An Attachment To Trump Can Teach Us About Consumers
This article is by Tom Denari, president and chief strategy officer, Young & Laramore.
Advertiser ID Tracking And What It Means For You
This article is by Mitchell Reichgut, CEO of Jun Group, which provides an ad platform for targeted video and branded content across devices.
A New Map For Business In Africa
by Jorge Camarate, Peter Hoijtink, and Miles Puttergill
ABC, AwesomenessTV And Upfronts: The Premature Death And Rebirth Of ‘Networks’
Yup, ratings are down. Yup, millennials are up for grabs on video viewing. And yup, no one will acknowledge ever watching a commercial. Consequently, as the broadcast networks kick off their annual Upfront presentations for advertisers this week, it seems like a good time to ask: Does anybody still want to be a “network”?
Shaking Up Customer Engagement In Hospitality With Hilton
Most of us can’t conceptualize life before digital. In the old days people looking for a hotel would drive down the road. If the hotel was all booked up, they would drive on down the road to the next hotel. Enter Hilton, a 96 year old brand that has innovated at every turn. In the 1950s Hilton wanted to make it easier for customers to book rooms and created the world’s first central reservations office where customers could book over the phone, telegram or teletype. The office consisted of a team of eight “agents” who would write on a chalk board to book reservations. How times have changed! In this week’s modern customer podcast we talk with Mark Weinstein, Senior Vice President and Global Head of Loyalty and Partnerships for Hilton Worldwide.
Personal Branding: Does Polarizing Behavior Help You Succeed?
Must you become a polarizing personality on social media to succeed in PR? Executive coach Christy Rutherford believes that for the most part, the answer is no.
17 Summer Books Creative Leaders Can Read At The Beach
By David Slocum
How A Marketing Leader Transformed A 65 Year Old Business Into A Digitally-Savvy Enterprise
The sale of YouTube from a Denny’s booth is a fitting way to begin a story about how one of America’s most enduring eateries transformed from a digital laggard into a digitally-savvy leader. While most marketing leaders are struggling to increase their digital sophistication, Denny’s has enjoyed recent press as an unlikely brand that seems to be leveraging digital better than most. Whether it’s tweeting for “America’s Diner,” or “Building your own Pancakes Challenge,” or “Conversations with Celebrities in a Denny’s Diner,” Denny’s has transformed into an effective digital organization, able to engage, enhance, and activate customers through digital-centered efforts. To learn more about this transformation occurred, I turned to John Dillon, the CMO of Denny’s, as part of my “CMO Insights Series”. What follows are excerpts from the interview.
6 Psychology Hacks You Need To Know To Be A Better Marketer
In order to be successful in marketing you have to be able to do more than learn a script, describe a product and use rebuttals. Your audience needs to understand how the product works and how it will make tasks easier. Showing your audience how a product will benefit them entices them to listen and consider making a purchase.
10 Lies About PR That Brands Need To Know
PR remains a mishandled and mismanaged discipline. It has evolved from being merely a way to generate publicity to a bona-fide marketing powerhouse, hence why it’s regrettable to witness PR agencies and in-house teams implementing outdated PR practices that negatively impact a brand’s ability to grow.
PETA’s ‘Behind The Leather’ Is Revoltingly Effective
People for the Ethical Treatment of Animals (PETA) Asia recently conducted a reality prank where they created a pop-up store full of exotic leather products – handbags, jackets, shoes, etc. – but there was a gruesome surprise behind every product. I found the resulting film to be disgusting, but from a communications standpoint I found it also to be incredibly effective and right on strategy.
4 Key Steps to Forge Closer Collaboration Between Brands and Agencies, and Engage Customers
In a recent study by Forbes Insights, “The Age of Brand, Agency & Customer Collaboration: 4 Keys to Success in Translating Marketing Visions Into More Engaged Customers,” sponsored by Oracle Marketing Cloud, 60% of brand and agency executives say their roles and responsibilities have changed significantly over the past two years. (The report is based on a global survey of 255 executives.) As a result, both groups are reengineering their internal organizations and forging new ways of working with their respective agency or brand counterparts.
What Are The Biggest Marketing Mistakes New Entrepreneurs Make? (And How To Fix Them)
Entrepreneurs who start a business for the first time are going to make a lot of mistakes. It’s part of the learning process. Marketing is where entrepreneurs tend to waste a lot of money. There are some marketing mistakes that are more common than others, though. This article is going to show you some of the biggest marketing mistakes made by entrepreneurs who are new to the game, and how to fix them.
Worried About Big Brother? Wait Until You See Big Mother
Last weekend, news reports announced that undefinedGoogle Artificial Intelligence was reading romance novels. Why? Because romance novels tend to be formulaic: which means that the artificial intelligence can pick up patterns and learn how to replicate them.
Jifiti Founders: ‘We Mentioned A Partnership Not Yet Finalized In Front Of The Press’
The founders of Jifiti learned the hard way that you are always on the record in the eyes of the press.
2015 Most Effective Marketers In North America
Salesforce Enhances Its Marketing Cloud For More Seamless Customer Experience Management
This week at its annual marketing conference, Salesforce Marketing Cloud rolled out enhancements to its platform to better plan and execute 1:1 customer experiences across multiple touch points. The company has extended Salesforce Lightning, which previously brought enhancements to Sales Cloud and Service Cloud to Marketing Cloud in order for companies to deliver smarter journeys across the entire Customer Success Platform. In addition, the company announced Marketing Cloud for Google Customer Match, the latest innovation in its ongoing strategic partnership with Google, which marketers can use to deploy CRM-powered advertising across Google Search, YouTube and Gmail.
Micromedia: Big-Time Influence On A Small-Time Budget
Back in the old days (you know, the 1980s and earlier), the most common ways to promote your business were to buy advertising or hire a PR firm. And if you were a small fry, you probably didn?t have the budget for either. Today?s technology and social trends offer an entirely different set of options. To a great extent, the Internet provides a level playing field where even the most modest startup can compete with the big boys.
How To Build Your SEO In 2016
The Best Ad Campaigns
Your Market Has A Blind Spot That Only You Can Fix
For the 106-year-old company Converse, the sale of athletic shoes used to be straightforward. Everyone wore Chuck Taylors. But times changed. Converse lost its edge in a crowded athletic shoe market in the 1970s, and by the end of the century filed for bankruptcy several times. You’d be forgiven if you don’t remember these struggles, as the Converse brand is enjoying a great second act. Chuck Taylors are icons once again, and the brand’s sway in popular culture has never been stronger.
Four Key Principles Of Cross Channel Marketing
Today the term “cross channel marketing” is old news for marketers. At least it better be. According to one report, in this year alone successful marketers are nearly 35 times more likely to use cross channel marketing with their customers vs. underperforming teams who struggle to use this tactic at all.
2015 Most Effective Marketers In North America
How Qstream Uses Neuroscience, Data and Mobile To Improve Sales Productivity
A Series of Forbes Insights Profiles of Business Leaders Changing the Business landscape: Duncan Lennox, Co-Founder and CEO, Qstream
5 Tips To Double The ROI On Your Marketing Efforts
There’s no way around it: Marketing is a time-consuming and costly business.
The Best Ad Campaigns
The World’s Most Valuable Brands 2016
The World’s Most Valuable Brands 2016
The World’s Most Valuable Brands 2016
The Best Ad Campaigns
Why Lifestyle Influencers Are The Next ‘It’ Endorser
In our recent survey of 200+ brand marketers, almost half (48%) said that a ?Lifestyle Expert? is currently the most in demand influencer for brand and celebrity partnerships. This type of influencer has emerged as a viable and affordable choice for marketers looking to leverage massive, engaged audiences through organic content for several reasons.
Why Your PR Strategy Requires An Agile Approach
Here’s how the principles of Agile strategy could improve your approach to PR
Uber Allows Tips And Botches Stakeholder Engagement
As a result of a employee mis-classification lawsuit settlement that Uber has reached in California and Massachusetts, Uber drivers are now allowed to solicit tips. Regardless of whether you support or deride the outcome, it is the latest evidence that Uber has failed at stakeholder engagement with its drivers.
8 Marketing and Advertising Jobs with a Bright Future
The Future Role Of Marketing: People Engagement
Already we have seen a revolution in the way people lead and think about engagement at work. The importance of the role of human resources has skyrocketed, from the creation of the Chief People Officer role to the promotion of human resources to the C-suite.
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