Every company claims to be customer-centric. Very few operate that way. Customer-first isnât a marketing phrase. Itâs revealed in moments of friction. When policies collide with human needs. When problems surface. When inconvenience tests your culture. Do employees have permission to solve problems on the spot? Are customers...
Is your brand identity on your balance sheet? It should be. Too many leaders treat branding as a cosmetic expense. A logo refresh. A campaign line item. Something to trim when budgets tighten. In reality, strong brand identity is a long-term asset that compounds over time. Think...
People trust people. In fact, 88% of consumers trust recommendations from friends and family more than any form of advertising. That makes word of mouth one of the most powerful growth channels available and one of the most underutilized. Humans are wired to share stories, not slogans....
Picture Apple fans lining up overnight for a new product launch. Thatâs not hype. Thatâs devotion. Every strong brand has a small group of customers I call Brand Lovers. Often, just 1% of your audience, they drive a disproportionate share of revenue and momentum. These customers: stay...
Did you know it can cost 5 to 25 times more to win a new customer than to keep an existing one? And that a modest 5% increase in retention can lift profits by 25% to 95%? Thatâs math. Loyalty is one of the most reliable growth...
Most brands chase growth like itâs hiding inside a bigger ad budget. But the brands that last usually grow in a quieter way: they deepen the relationship people already have with them. That was the opportunity with Turner Classic Movies (TCM). TCM didnât need awareness. They were already...
I help leaders stop running marketing like a slot machine. Pull the lever. Launch campaign. Hope it âconverts.â Instead, I help them build brands that grow in three directions at once: Depth (Cult Branding)Build belonging with Brand Lovers so loyalty becomes a moat. Spread (Why We Talk)Design talk triggers...
Quick story. We partnered with Thomas Nelson to transform the Bible shopping experience, and it didnât start with an ad. It started with friction. People wanted to buy a Bible.They were trying.They were getting stuck.And the brand was quietly losing sales without fully seeing why. So we went...
If I walk into a business and Iâm trying to understand whatâs really going on, I ask this: âWhat tension in your customerâs life do you help resolve consistently?â Not features.Not demographics.Not your mission statement. Tension. Because tension is where: motivation lives loyalty forms word of mouth sparks premium pricing becomes possible competitors get...
At some point, every marketer hits a wall. I did too. Early on, I thought the job was to be clever:Better headlines. Better campaigns. Better hooks. Sometimes it worked. Then Iâd watch a âless cleverâ brand win anyway. Why? Because customers werenât choosing the cleverest message.They were choosing the brand that...