Tips from the Brand Trenches: Five Branding Mistakes You Must Avoid!

[Note: I’m delighted to feature this two-part guest post on branding mistakes by Debra Semans, marketing research and brand expert.] For all types of organizations, brands are powerful tools for creating loyalty, increasing sales and improving profitability. Strong brands can be leveraged into new products, new markets and new channels. Companies with strong brands can command 

Continue Reading…

Favorite Quotes on the Employee Engagement and Brand Connection

It’s a fairly simple equation – as hotelier Bill Marriott once said, “Take care of your employees and they’ll take care of your customers.” Here are more of my favorite quotes about the employee engagement and brand connection: “More than any other communications medium, employees can breathe life, vitality, and personality into the brand.”  Leonard L. 

Continue Reading…

Signs of Engagement

As an observer of workplace culture, I’m fascinated with company-posted signs, especially those displayed in public or semi-public areas of the organization. Other than themed motivational posters that promote Teamwork, Excellence, Achievement, etc., I’m more interested in the signage meant to reinforce a company’s vision and culture. Here are several examples. “Think Like the Customer” 

Continue Reading…

Engaging Employees in Community Impact: Interview with Ryan Scott

I first learned about Ryan Scott from his blog post When Volunteers Become Voluntold. The term “voluntold” was new to me, but not the concept – it describes the oxymoron “mandatory volunteering” that many employees experience in the guise of corporate community involvement. I was once voluntold for a community fundraising effort by an employer and found the 

Continue Reading…

Hokey Smoke! My Business is 25 Years Old!

2013 is a special year in that it marks Quality Service Marketing’s 25th year in business! I’m amazed that it’s been that long, as it certainly doesn’t feel that way – mostly because I’ve been following my passion for engaging employees and customers with internal marketing. I’ve experienced much growth and many changes since I launched 

Continue Reading…

“Share of Mind, Share of Heart” Book News

Nonprofit professionals, leaders and volunteers interested in Share of Mind, Share of Heart: Marketing Tools of Engagement for Nonprofits now have the option to purchase it in both print and electronic versions. In response to numerous requests, my latest book is available for purchase and download at Energize Inc.’s Bookstore. I’m honored that Energize, Inc., 

Continue Reading…

What’s Involved in Delivering the Brand Promise?

It’s an integrated process that bridges marketing, human resources, and operations … It’s helping employees understand your brand value, then engaging and enabling them to deliver the brand promise as a positive customer experience … It combines elements of internal marketing and internal branding to strengthen your brand and drive business results … And you can learn 

Continue Reading…

Workplace Success Starts Here

A strong culture depends on leaders who strive for success from the inside out. They truly recognize and respect their employees and are diligent in engaging and partnering with them. Unfortunately, some CEOs only recognize their people as a “most valued asset” in the company’s annual report. Note: Debra Semans and I will address how to build 

Continue Reading…

Help for Improving the Customer and Employee Experience

When it comes to managing the customer experience in corporate America, it’s a sad state of affairs. That’s the news from the Temkin Group’s research based on four core customer experience competencies: “Purposeful Leadership” – consistently communicating and modeling company values and customer-focused strategies “Compelling Brand Values” – translating how brand attributes can be applied 

Continue Reading…

Superficial Branding: A Cautionary Tale

I know a training organization that’s re-discovered branding, and it’s busy ensuring its logo is applied consistently to all marketing communications and training materials. In the process, however, the training firm neglected a critical branding element: the “brand experience” provided its training staff who deliver on the brand. The instructors work hard to deliver quality 

Continue Reading…