The Future of Customer Service

The Future of Customer Service
Three of my clients are deep into website redesign projects, and I’ve been involved in a lot of related conversations about customer service team communication, FAQs, and online resources. Each client wants to make sure that their site is as user-friendly as possible, because we all know that keeping existing customers happy is a critical part of...

Marketing Audits: Best Practices

Marketing Audits: Best Practices
A marketing audit is a great way to assess the health of your current marketing efforts against two separate benchmarks: 1) How you compare to your industry peers and 2) How your marketing does or doesn’t align with overall best practices. While we always do a mini audit as part of any project, sometimes we have clients who want to start with a...

Backing Off Buzzwords – Case Studies

Backing Off Buzzwords – Case Studies
Every company has internal jargon that has evolved to speed conversations, including those about the benefits of its products and services. At its extreme, this might mean using inscrutable acronyms like those Kraft Foods used to use (anyone out there remember CIS, STOC, DRF). In fact, in the early 90’s, every new brand management employee was...

Diving Into Cannabis Beverages – Wynk™ Case Study

Diving Into Cannabis Beverages – Wynk™ Case Study
Background: Two successful serial entrepreneurs wanted to enter the cannabis space with the category’s first nationally branded THC beverage. They had developed a ground-breaking mobile, co-manufacturing plant to work around the category’s state-by-state legal complexities, but they had no experience building a CPG brand. Although we recommended...

Warby Wannabes – Direct-to-Consumer 2.0

Warby Wannabes – Direct-to-Consumer 2.0
As a “classically trained” marketing person who believes passionately that the best products solve a real unmet need in a better way than anything on the market, watching the direct to consumer (DTC) revolution has been fascinating. And while I love Dollar Shave Club’s viral video and Warby Parker’s fab glasses, I...

Leveraging the Power of Word of Mouth

Leveraging the Power of Word of Mouth
If I had a dollar for every time someone told me that Word of Mouth is their best source of business, I’d be a rich woman! Whether you’re a B2B, B2C or services company, Word of Mouth will always be your best source of business! Learn a little more about how to make it work for you in this quick video.  

Book Launch! Marketing Your Book By Working Your Network

Book Launch! Marketing Your Book By Working Your Network
Occasionally I get asked for recommendations for marketing a book. This email, from my business school friend Sheryl O’Laughlin, is a great example of leveraging social media and your connections to spread the word about a book or anything else you’re personally passionate about. It was written by Sheryl to spread the word about her...

Have I Got an Opportunity For You! Evaluating an Unsolicited Tactical Opportunity

Have I Got an Opportunity For You! Evaluating an Unsolicited Tactical Opportunity
If you’re like me and the companies I work with, you probably get unsolicited emails pitching goods and services every day. Some are worthy of your consideration, but most aren’t. I’ve seen clients asked to sponsor Bears radio because they’re headquartered in Chicago or to pay to participate in a holiday promotion on an obscure culinary cable...

The Care and Feeding of Your Brand Ambassadors

The Care and Feeding of Your Brand Ambassadors
One of the Techstars companies I mentored this summer, Pak’d, delivers healthy custom lunches to your door. Targeted at moms, Pak’d has had a lot of success using a “Mombassador” program in the Chicago area as part of its launch. I was recently having lunch with Rebecca, one of the co-founders, when she asked me for advice about managing and...

Five Favorite Marketing Hacks

Five Favorite Marketing Hacks
There’s no greater marketing challenge for a startup than a budget that is almost non-existent. Whenever I work with entrepreneurs who are in a low to no-budget situation, one of the first things I ask them is: How much skin are you willing to put in the game? Because in the entrepreneurial world, passion and scrappiness are going to be...