Inside-out Blog

Stone Soup: the ancient lesson for today’s brands in COVID-19 crisis

STONE soup lesson for brands MB PilandYou may remember this story from childhood. Stone Soup is a European folk tale where a hungry stranger from out of town convinces the locals that his soup recipe—the basis of which is nothing more than a stone—will become something extraordinary.

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BRANDCHANTMENT: a remedy for ailing retailers

magic wand brandchantment mbpThere’s a lot of talk about how retailing—and other traditional business—is dead. And there’s much hand-wringing and complaining about how those big online giants are unfairly hurting brick-and-mortar businesses. 

While some of this pressure on physical locations is unavoidable, many retailers are driving their customers right into the arms of their online competitors.

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Don't take the person out of personal service

Where are u personal service is missingI don’t know whether it’s today’s consumer online habits or a lack of training. But I do know I don’t like it. “What’s the name?” the receptionist blankly asked me at my doctor’s office this week. Ick. There seems to be an epidemic of taking the person out of personal service.

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Branders: stop shouting and start listening

megaphone branders must stop shoutingThe strongest brands on earth have a two-sided relationship with their fans. Like any real life relationship, there’s give and take. Speaking and listening.

If you’re only focused on advertising, posting, tweeting and shouting, you’re going to miss what people say—and think—about your brand.

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You asked. I answered. Did you hear me?

Big EarRecently I received an email from a business asking me to rate a visit. While that visit was very positive, I used this survey as an opportunity to share a different and very negative experience that happened a couple months before that. This is a healthcare organization and the situation involved life and death decisions.

At the end of the survey, I had the option to share my contact information. I decided to share, wondering if anyone would reach out to me to find out more or see what they could do to improve the situation.

And then I waited.

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A dear john letter to my (former) favorite brand

Dear Brand You Broke My HeartI’ve been a loyal Mercedes Benz driver for nearly 20 years and four different E Class sedans. The last one let me down so hard I won’t go back. The reason: they cut corners and it broke my heart.

Here’s a warning to brands everywhere about the dangers of subbing cheaper materials and snubbing your loyal fans.

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Culture lessons from a turkey wrangler

Turkey culture bad for businessMy mother grew up in West Virginia. Like many families at that time, hers had a sizable garden and some chickens and turkeys. Typically, my grandmother tended the garden and kept all the myriad household projects neatly organized and running smoothly. (Martha Stewart would be proud.)

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Banish the skeletons in your brand closet

brush up your brandBranders often overlook or ignore things that can have a big impact on the impressions they make on their customers. Case in point: the coat closet.

Some organizations inadvertantly leave others with a bad taste in their mouths over their closets—or lack thereof. Here's why:

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Do you have a credo? How having a heart matters.

Martha heart painting croppedWhile many organizations say they have heart, rare are those who have created a culture that truly inspires passion. The word ‘credo’ (I believe) comes from ‘cor do’ (I give my heart).

Do employees, customers and community give their heart to your brand? Here are some things to seriously consider:

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Is your brand as appreciated as an extra button?

ButtonWhy should you be an “extra button” brand? The extra button brand is the one who gets a customer by when he’s in a pinch. It's the brand that helps a customer save face. It's the brand that has your back.

Deliver that kind of service, and you’re the life saver that builds unquestionable loyalty.

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MB Piland Advertising + Marketing: Culture Quiz
MB Piland Advertising + Marketing: Health Check