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Showing posts from September, 2014

Customers from Hell: How are They Created?

There's a Star Trek episode in which the Enterprise enters an alternative universe and an "evil" Kirk emerges onto the ship (The 'Enemy within'). The whole episode is about who is the "real" Captain Kirk: the nice one or the evil one?

Creating a Customer From Hell
Most of my students think of me as a "nice" guy... But - like most of you - I have my evil streak.  There are certain companies - Verizon, and now HP - that I truly, truly hate. Recently, my HP desktop failed, and I have had to make call after call after call to HP technical support.  They seem unable to fix even the simplest of problems - generating an RMA number and accepting the return for repairs of a computer under warranty - and "run around" is a nice way to describe how I have been treated.

I even went to an HP consumer forum and posted a "plea for help," only to have some rude moderator tell me I was in the wrong place!  So HP tech support can't help, th…

The Death of Progressive's SEO-friendly Home Page (and What it Does Not Mean for You)

It's no secret to anyone who's taken an SEO class from me that I have admired the Progressive.com website for its SEO prowess. The (former) website was clean, simple, and followed SEO practices, especially the idea of "link sculpting." The original home page sported header tags, with links down to defined landing pages, and nifty thumbnails. They even had short sentences following subject / verb / object principles. Oh it was beautiful: an SEO work of art.


Cometh The Trainwreck

Well, they've revised their home page!  Take a look at it now.  Yikes! First of all, there's TWO Flo's creepily looking out at you, like Flo suddenly has an evil twin. Gone is the SEO simplicity of simple one-click links to landing pages, around defined phrases.

Now, instead we have the graphics department run amuck.  Foo-foo graphics, and text simplicity. Whereas previously we linked down to 'Motorcycle Insurance' now we link to the phrase 'Motorcycle.' (Bye-bye keywo…

Video Marketing: New (and Old) Options for any Small Business

Video is huge on the Internet! Rumor has it that YouTube is the #2 search engine, far ahead of Bing, and today Facebook got the limelight with an announcement that it, too, is moving heavily into video. In fact, creating a compelling (viral? shareable?) video is a great marketing strategy for any non-profit or business.  Just witness the ice bucket challenge, or dear future mom.

Useful Links for Marketers on Video
Beyond having a concept for a great video (note to self: the videos that get shared are emotional - funny, sad, sentimental, shocking), where can you post and share your video?  Here are some useful links - 


YouTube. I think of YouTube as the "foundation" of a video strategy. You just gotta have a YouTube channel, and you just gotta upload videos to YouTube.  Learn more here.Facebook. Facebook isn't so much a place to "store" videos as it is a place to "share" videos. You can read their latest announcement here, and a New York Times piece about…

Humor in Marketing: Some Funny Links

Humor and marketing... go together... But sometimes it's a pretty cynical humor. Here are two sites I've come across lately that are pretty funny and have some relationship to marketing...


Site #1 - Tom Fishburne: Marketooner
Mr. Fishburne is a very funny cartoonist, and he takes his wicked wit and points it at the hypocrisies of the marketing profession. I especially like his latest spin on the ALS "Ice Bucket" challenge - 


@ http://tomfishburne.com/2014/08/icebucket.html


Google Poetics
Another website that's pretty funny (but apparently died in June) is Google Poetics at http://www.googlepoetics.com/