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Healthcare Learns Customer Service Is Good Marketing

The first time I was behind bars I was terrified. I didn’t believe I belonged there. I wanted out. “Wait, wait! Come back!” I yelled as I watched my loved ones walk away. Pretty tough situation for a five-year-old. No, I wasn’t some pint-sized Mafia kingpin. I had rheumatic fever …

The Spy, The Barista, T-Mobile Girl and Me

Get Your Point Across with Creativity FADE IN: INTERIOR, COFFEE CAFE — DAY The cafe, located inside the bookstore in a suburb of Ohio, called Boardman, is nearly empty. GEORGE, a professional marketing consultant, is the only customer. He’s sitting at a table by the window. Laptop open. Staring at a blank screen. …

Carmstrong: You can have Lance… I’ll take Carmine

Until recently, millions of us held a guy who wore yellow Spandex in high esteem. He beat the odds and won the Tour de France a record seven times. He rode his custom-built bicycle to championships in exotic locations all over the world. But consider Carmine Cassese, owner of Cassese’s …

An Image. A Story. A Connection

I looked across the dance floor of the typical large Youngstown-style wedding reception. Past the cookie table that is so unique to our area. Among the men and women in suits and gowns is a young male Marine, maybe 27 or 28 years old. About the same age as one …

Want to Sell More? Smile More

The Science of Smiling and Sales “I don’t really enjoy coming here.” said the bank customer. “What makes you feel that way?” I asked. “I don’t know,” she replied. “I guess it’s because the people never smile.” The customer I was speaking with was one of many we were interviewing …

Great Advertising Uses Emotion to Connect, Inspire and Move You to Buy

When I hear the growl of dual exhausts and the rumbling of a high-horsepower automobile engine idling, it does something to me I can’t explain. My heart races, my adrenaline starts pumping. I immediately look for the source of that sound. One night in 1994, I heard that sound. And …

Zig Ziglar, Master of Marketing

I wanted to be in marketing before I even knew what the word meant. I just knew that the “right” words and images could sell products and services, change opinions and even get people to vote or make donations. I wanted to help companies find those words and images, put …

The Importance of Mission-Driven Marketing

It’s 4:26 a.m. and my alarm goes off for the first time. I hit the snooze and doze off. It buzzes again at 4:31 and the war of voices in my head begins. “Get up and get to the gym,” says one voice. “Stay in bed,” says another. “You ate …