“Don’t Waste This Crisis: How Strong Values Improve Strategy” – Guest Post from Matthew Fenton

[Note: I’m pleased to share this timely post from Matthew Fenton, a Chicago-based marketing professional and founder of Three Deuce Branding that specializes in brand clarity. Here he offers a fundamental strategy to uncover the brand values a business needs to survive and thrive in these challenging times. More on Matthew’s work can be found 

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Nonprofits: What to Do About National Volunteer Week During COVID-19

One serious consequence of the current pandemic is that many nonprofits are unable to rely on volunteers as a significant on-site resource. In Coronavirus & Volunteers: Your Guide for Managing Uncertainty, Tobi Johnson describes this challenging situation: “Leaders of volunteers must often balance competing priorities – the needs of volunteers, the needs of the organization, and the 

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“Are Your Customers Getting Ghosted?” Guest Post by Chip Bell

[Note: When I wrote about the harm of ghosting at work, it focused on how the actions of prospective employees and HR can damage the employer brand. In the following post, well-respected authority on customer service, Chip R. Bell, addresses how ghosting can also damage the consumer brand when customers experience “intentional indifference.” This was originally 

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Building Connections and Engagement in “Smart Women Conversations”

Connecting and engaging people in the workplace with LEGO® … just one of many fascinating topics shared in my video discussion with Smart Women Conversations’ host Yvonne DiVita, respected blogger, serial entrepreneur, and my former publisher who remains a dear friend. Yvonne launched Smart Women Conversations to “inform, educate, create laughter and share stories of 

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What’s Reflected in Your Brand Mirror?

To hold on to your customers amid strong competition, it’s important to provide a positive customer experience. But where do you begin? You start from the inside out with the employee experience because the way employees feel is the way customers will feel – and if your employees don’t feel valued, neither will your customers.  

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Strengthening Your Company’s Brand from the Inside-Out – Podcast Interview

What a joy to be a guest on the “Profitable Happiness™” Podcast, hosted by bestselling author and musician, Dr. Pelè, who focuses on workplace happiness as a key to success. In our engaging 30 minute conversation, we talk about what lead me to bridge marketing and human resources with internal marketing to create a positive 

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True Confessions: I’m Tired of Employee Engagement

I started working on employee engagement long before the “e” word came into vogue, and I’m tired of it. Here’s why. Overused as a business buzzword, the term “employee engagement” has become meaningless. It gets talked about in executive suites and management meetings, yet few companies actually do anything about it because too much effort 

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At the Heart of a Successful Brand

This powerful statement is from the late Bob Wood, former Chairman of Wood Dining Services, whom I had the privilege of interviewing for my first book on internal marketing, Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care.  Bob was the epitome of an engaged leader who truly cared about his employees 

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Internal vs. External Customers: Who Comes First?

In many organizations there are employees who not only serve customers, they ARE customers. These “internal” customers are employees who rely on the information and resources provided by fellow employees who work in support functions such purchasing, HR, accounting, IT/information, etc. The level of quality service and support that “internal” customers receive from them impacts 

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