Why be a social media influencer?

Have you ever considered being a social media influencer? You know, the type of people who post on their social networks on a VERY regular basis — mostly with photos of them wearing colorful clothing or eating interesting food or simply talking to their smartphones. However, there are different types of social media influencers, and the Toronto Zoo in Canada invites visitors to be what they call "ZOOfluencers."

But first, did you know that today is VISIT THE ZOO DAY? The first public zoo was the Vienna Zoo, which opened in 1752 and remains one of the oldest zoos currently in operation. Some zoos use surprising animals as ambassadors. For instance, the San Diego Zoo features sloths, porcupines, and Madagascar hissing cockroaches to teach about conservation. And zoos in snowy regions like the Detroit Zoo create climate-controlled enclosures for tropical animals such as penguins and flamingos. And some species, like the Hawaiian crow, exist only in zoos with the aim of re-introducing them to their natural habitats. 

Here's what the Toronto Zoo's website says:

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Our hope is that as a “ZOOfluencer,” you will partner with us in being a "Guardian of Wild," where you’ll proudly share our mission of connecting people, animals, conservation science, and traditional knowledge to fight extinction.

The Toronto Zoo is Canada’s premier Zoo and home to over 3,000 animals representing 290 species. Our vision is a world where people, wildlife, and wild spaces thrive, and we are happy to partner with individuals who will work with us to proudly amplify our mission.

Whether you're a digital specialist passionate about wildlife and conservation, a family seeking adventure, or someone in the GTA (Greater Toronto area) looking for a fun day out — you'll find a story worth sharing at your Toronto Zoo.

Influencers who are chosen to partner with us each receive complimentary admission (details follow) and free parking. Please note that your Toronto Zoo is a not-for-profit organization that partners with the Toronto Zoo Wildlife Conservancy. Regretfully, our influencer opportunities are not paid. We ask that participants produce high-quality and engaging content highlighting their visit to the Zoo and, where applicable, their experience at special events that are hosted on site. The Toronto Zoo may use and repost content, with credit given where possible.

Specific instructions will be provided to each influencer, but general requirements for content are as follows:

Photographers: A minimum of 3 photos must be shared within 5 days of visit with tag @TheTorontoZoo on social media platforms.

Videographers: Footage must be posted within 5 days of visit with tag @TheTorontoZoo on social media platforms.

Bloggers: Content must include a detailed blog post, created on your website (500 words + photos taken during the visit). Blog posts must be published within 5 days of the visit. Content must be shared across social channels that writers maintain. Links to content must be shared with Toronto Zoo’s Strategic Communications team.

Influencers: Influencers must post 3 - 4 pictures/videos plus 1 to 2 stories/live updates on their social platforms highlighting their experience at the Toronto Zoo. All content must tag @TheTorontoZoo and use the specified hashtags determined by the Strategic Communications team. Vloggers must publish video content no later than a week after a visit. Links to content must be shared with Toronto Zoo’s Strategic Communications team.

THE TORONTO ZOO'S EVALUATION:

Lions Roar: 1 Million + = Complimentary admission for you and up to six guests + a Behind-The-Scenes VIP Tour

Grizzly’s Growl: 500k-1 Million = Complimentary admission for family up to six people + a complimentary Wild Encounter

Owls Hoot: 50-500k = Complimentary admission for family up to six people

Birds Chirp: 10k-50k = Complimentary admission for up to four people

The number of followers is based on Instagram and/or TikTok. A case-by-case review may include YouTube.

Thank you for your interest! If you’d like to apply, please fill out the form. Only those selected will be contacted for next steps. If contacted, please note that it may take up to six weeks prior to your scheduled work visit.

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What a wonderful way to target young people who "live" on their mobile devices, to engage with people of all ages to promote the Toronto Zoo, and to increase attendance at the Toronto Zoo.

What branding lessons can your brand learn from this unique ZOOfluencer program?

Image Credit: Toronto Zoo.

Check out the Toronto Zoo's ZOOfluencer form:

https://www.torontozoo.com/zoofluencer/apply#start

Read about the Toronto Zoo:

https://www.torontozoo.com/tz/about

Read Toronto Zoo's Guardians of Wild Strategic Plan 2025-2027:

https://www.torontozoo.com/strategic

Visit the website for the world's oldest zoo:

https://www.zoovienna.at/en/zoo-and-visitors/welcome-worlds-oldest-zoo/

 

Fun Marketing Stories Surrounding the 2025 World Series

While you’ve heard lots of stories about the superstars of this year’s World Series between the Los Angeles Dodgers and the Toronto Blue Jays, have you also heard about the fun wagers?

As a Los Angeles native, I’ve heard about them and would like to share, especially since all have a marketing impact on tourism, commerce, personal branding, brand identity, brand advocacy - or a combination of some or all.

First, here's a fun fact: 2025 was the first year in Major League Baseball history that the season started and ended outside of the United States. The Los Angeles Dodgers began the season in Tokyo, Japan with two games against the Chicago Cubs, and the Dodgers also ended the season with two games in Toronto, Canada against the Blue Jays.

And now on to some friendly wagers regarding the World Series:

MAYORS

Los Angeles Mayor Karen Bass and Toronto Mayor Olivia Chow wagered that the losing city's major would have to bike a distance equal to the number of winning runs in the final game while wearing the winning team's jersey. (The winning number of runs turned out to be 5.)

GOVERNORS

California Governor Gavin Newsom and Ontario Premier Doug Ford placed a friendly wager. The loser must send the winner a basket of local goods.

On a related note, Canadian Prime Minister Mark Carney said that US President Donald Trump avoided his calls ending a potential bet on the World Series.

POLICE CHIEFS

Los Angeles Police Chief Jim McDonnell and Toronto Police Chief Myron Demkiw bet that the losing chief must post a photo wearing the opposing team's jersey.

ZOOS

The Los Angeles Zoo and the Toronto Zoo made a friendly wager on the World Series. If a Dodgers victory, the Toronto Zoo would replace its logo with a California condor for 24 hours, and if a Blue Jays victory, the LA Zoo would replace its logo with a blue jay for 24 hours.

MEDIA

Toronto's CityNews 247 and Los Angeles' KTLA5 announced a friendly wager where the losing news team would have to wear the winning team's gear on social media.

PUBLIC LIBRARIES

The Los Angeles Public Library and the Toronto Public Library did not make a wager on the World Series outcome, but instead, shared memorable daily social media posts. I followed the posts on Twitter/X and was very impressed. Each LA Public Library post featured an LA Dodgers cap atop books that related to each game's outcome - and most included a library card.

The Toronto Public Library posted after the second game in Toronto, "Flying south for the win(ter)" and included a stack of books with these titles: My Home Team, Baseball Beyond Our Borders, Boldly Go, and Los Angeles Today.

During the epic 18-inning win by the Dodgers, the LA Public Library's chosen books included: Fight Back, Wake Up Calls, Resilience, and more. And then, at the conclusion of that game, the LA Public Library's chosen books included: A Game of Their Own, A Familiar Sight, Thrill City, and The Dodgers.

Upon returning to Toronto for Game 6, the Toronto Public Library shared a Blue Jays jersey with the books: The Best Team Money Can Buy, Bring Yourself, Any Night of the Week, and It Will End with Us. I especially liked the post's excellent hashtag #BookSpinePoetry.

After the 7th and final World Series Game, the Toronto Public Library shared a Blue Jays helmet atop the books: The Final Curtain, Victorious in Defeat, LA Story, I Curse You With Joy, and This Time Next Year, We'll Be Laughing. The LA Public Library shared a Dodgers cap atop these books: A Night to Die For, Miracle Men (Hershiser, Gibson, and the Improbable 1988 Dodgers), City of Dreams, Hope and Glory, and A Dream Season. 

As an avid reader, the creativity for these posts was inspiring - and I'm thrilled that these institutions joined the international conversation about the World Series and promoted reading! And of course, there was that excellent hashtag #BookSpinePoetry!

FOOD NEWS

Pink's Hot Dogs: Pink's (normally featuring its classic pink banner) on Fairfax in Los Angeles updated its banner to read "PINK'S IS NOW DODGER BLUE." Pink's also featured the "Blue's Dog with bacon, chili, and cheese for $8.22 with proceeds going toward the LA Dodgers Foundation.

Colorado Dounts: This Eagle Rock location featured limited-time Dodgers doughnuts coated in bright blue glaze with "LA" in white icing. These sweet treats were available daily through the World Series.

Randy's Donuts: The legendary doughnut shop celebrated the Playoffs and World Series with Bavarian cream doughnuts topped in Dodger-blue glaze and toped with the iconic "LA" logo. The doughnuts were available at all LA-area locations.

Panda Express: A number of posts appeared on Instagram featuring mascot Pei Pei at Dodger Stadium. While Panda Express does not sell food at Dodger Stadium, it has a deal with the Dodgers that after every home game win, participating locations offer specially-priced Panda Plates.

OTHER INTERESTING WORLD SERIES NEWS:

Dodgers third baseman Max Muncy passed Babe Ruth on baseball's all-time postseason home run list!

Dodgers outfielder Justin Dean used an "Autism Speaks" Wilson glove to promote autism awareness on baseball's biggest stage!

Dodgers relief pitchers wore number "51" on their caps in support of fellow team member, reliever Alex Vesia, who was not on the Dodgers 26-man roster for the World Series. The Dodgers had announced that Vesia was away from the team to attend to a "deeply personal family matter." For Games 6 and 7, the Blue Jays relief pitchers on the Blue Jays also wore the number "51" on their caps.

Dodgers infielder/outfielder Kiki Hernandez saw the gesture and said, "For those guys to do that, it's incredible. They're trying to win a World Series, but they understand that life is bigger than baseball, and baseball's just a game. For them to do that with the stakes - where we were at with the stakes, hats off to them. And I want them to know that we appreciate them."

Since the Montreal Expos left Montreal and moved south from Canada to Washington, DC to become the Washington Nationals in 2005, the Toronto Blue Jays have been the sole Major League Baseball team in the entire country of Canada. According to MLB, "Canada’s northernmost city is closer to Greenland, nearer to the North Pole, than it is to Toronto. Although the residents of Iqaluit have spotty cell service, a climate that’s more fit for polar bears and almost total darkness for much of the winter -- they do, during these late, exceedingly exciting October nights, have their pennant-winning Blue Jays. And during the team’s greatest playoff run in 32 years, they mostly gather to watch in the warmth of The Storehouse Bar and Grill - one of the few watering holes in the zero-stoplight town. In fact, more than two percent of the city’s population can be found there. For the majority of the year, Iqaluit – the capital and only city in Canada’s Nunavut Territory – is a place where indigenous communities in the north come to visit. Most signage, including city stop signs, is in English, French and the native Inuktitut. Customers take their snowmobiles and ATVs over to root on the team that's playing more than 1,400 miles away. Or they just walk - Iqaluit is just about an hour across on foot. And, don't worry, pedestrians don't have to worry too much about running into a polar bear - the apex predators usually don't wander into the city and roam a bit more up in the wilderness with the rest of the larger land mammals."

According to Valerie Hill, general manager of The Storehouse Bar and Grill, "It feels like we're on the moon. Our bar holds 215 people, and for the playoffs our crowds varied from 120-180 people for the games. It’s a huge number when you consider our community’s population is only around 8,000 people.”

Lastly, after the epic 18-inning game at Dodger Stadium, a fan-based group, Dodgers Nation, shared the following "Permission Slip" on Twitter/X.

Did you "CATCH" any other exciting news to add to this list? Chime in and share.

In the meantime, it's less than 100 days until the 2026 Winter Olympics begin in Italy (and my #WinterOlympicsLeadershipSeries2026 appears here on my Blog) - and more importantly for baseball fans, it's 141 days until Opening Day on March 25th (March 26th for the Dodgers). Until then, congratulations on back-to-back World Series Championships to the LA Dodgers!

Image Credits: Toronto Zoo and Los Angeles Dodgers - and Dodgers Nation for the Permission Slip.

Read "Fun Marketing Stories Surrounding the 2024 World Series" (October 2024):

https://www.debbielaskeysblog.com/2024/10/fun-marketing-stories-surrounding-2024.html

Read "Everything Is Marketing - Especially During the World Series!" (October 2018):

https://www.debbielaskeysblog.com/2018/10/everything-is-marketing-especially.html

Read a similar post, "Super Bowl LIX Is Hours Away" (February 2025) - includes friendly bets:

https://www.debbielaskeysblog.com/2025/02/super-bowl-lix-is-hours-away.html

Read a similar post, "A Recap of the Ads from Super Bowl 57" (February 2023) - includes friendly bets:

https://www.debbielaskeysblog.com/2023/02/a-recap-of-ads-from-super-bowl-57.html

Read a similar post, "Fun Stories Surrounding Super Bowl 56" (February 2022):

https://www.debbielaskeysblog.com/2022/02/fun-stories-surrounding-super-bowl-56.html

Marketing News of the Week: The Louvre, Teddy Bears, Protests, and More

During the last week, okay, the last week-and-a-half, there were news stories that reflected brand advocacy, brand experiences, brand identity, brand storytelling, cobranding, employee experiences, personal branding, and more.

LOUVRE MUSEUM ROBBERY

In news that shocked the world, on October 19th, thieves disguised as construction workers stole eight pieces of the French Crown Jewels valued at $100 million from the Apollo Gallery in the Louvre Museum in Paris, France. The robbery took less than eight minutes, of which the thieves spent four in the museum itself, and occurred during regular opening hours.

As reported by the AP, “Two suspects were arrested in connection with the theft of Crown Jewels from Paris’ Louvre museum, justice and police officials said Sunday, October 26th, a week after the heist that stunned the world and sparked a massive manhunt. The Paris prosecutor said that investigators made arrests Saturday evening, adding that one of the men taken into custody was preparing to leave the country from Paris Charles de Gaulle Airport. A police official, who was not authorized to speak publicly about the ongoing case, told The Associated Press that two men in their 30s, both known to police, were taken into custody. He said one suspect was arrested as he attempted to board a plane bound for Algeria. The official added that one of the suspects was identified through DNA traces at the scene."

TEDDY BEAR THIEVES AT THE LOUVRE?

Following the news of the Louvre break-in and robbery, the Cafe Saint Honore (in Paris, France) shared a post on Instagram of two teddy bears wearing red French beret hats climbing on the Louvre Museum's triangle - as if they were the thieves. In a related post, they shared a cover page of Le Parisien newspaper with the following story, "Breaking News: The Heist of the Century? Priceless pieces stolen from the world's most famous museum. The suspects were seen yesterday and captured in this photo, their whereabouts are still unknown. Some people claim to have seen them drinking tea at Cafe Saint Honore and acting suspicious. We're sure the bears at Cafe Saint Honore could only steal smiles. Neighbors in the area say they are extremely cute and adorable and the only thing they could steal would be smiles and tenderness."

What an excellent example of inserting a brand into mainstream news!

IS THIS THE FUTURE OF EMPLOYEE EXPERIENCES?

CNN reported, “Most people go to work for the paycheck and benefits. What they typically don’t expect is to have to return some of the money when they leave. But with some benefits — such as signing or retention bonuses, tuition reimbursement and some forms of training — workers may have to pay their employer back if they’re subject to a so-called stay-or-pay agreement, which specifies that the employee will be on the hook to repay the company for the cost of certain benefits if they don’t stay at the organization for a minimum amount of time.

In other words, paying for benefits intended to attract or retain employees only to have them get the benefit and then quit — and potentially work for a competitor — doesn’t offer a great ROI for the employer. But there are some instances when “stay or pay” agreements are viewed as abusive and limiting employee mobility, especially when they apply to lower income workers and involving what are called training repayment agreements (sometimes referred to, especially by critics, as TRAPs).”

According to Chris Hicks, a senior policy adviser at consumer advocacy group Protect Borrowers, “TRAPs are often forced on workers as a condition of employment and require workers who receive on-the-job training — regardless of the quality or necessity of that training — to pay back the supposed cost if they leave their job before the end of a specified term.”

According to a 2023 report by the Consumer Financial Protection Bureau, “Employers’ use of TRAPs began in the 1990s, predominantly for higher-skilled, higher-wage positions, such as engineers, securities brokers, and airline pilots. Still in use in those industries, they are now also common in lower- and moderate-wage industries where jobs are disproportionately held by women and minorities, such as in the healthcare, transportation, and retail industries.”

CNN also reported that, “Earlier this week, California Governor Gavin Newsom signed into law a first-in-the-nation measure banning certain stay-or-pay provisions and putting guardrails around others. It takes effect on January 1, 2026. Among the new prohibitions: California-based employers may not seek repayment for on-the-job training, except for apprentice programs; and they may not seek repayment for any type of benefit when a worker is let go without cause or their job is eliminated.”

NO KINGS PROTESTS

NPR reported, “One of the biggest days of protest against the Trump administration's policies happened on Saturday, October 18th, in cities around the U.S. The overriding theme of the marches was the accusation that President Trump is behaving more like a monarch than an elected official. It marked the second massive wave of protests organized by No Kings — a network of progressive organizations fighting against Trump's agenda. Organizers said about 2,600 No Kings events were planned across nearly every state.”

COBRANDING — KAHLUA & DUNKIN’

Designrush reported, “Kahlua and Dunkin’ are stirring up the coffee liqueur scene, with Salma Hayek Pinault back to lead the show. The global actress and producer returns as Kahlúa’s leading lady in "It’s Kahlunkin,'" a campaign that redefines indulgence with a caramel swirl and a touch of telenovela tropes. The campaign spotlights the "Kahlúa Dunkin’ Caramel Swirl Cream Liqueur," a collaboration that uses Kahlúa’s coffee-and-rum base with Dunkin’s caramel flavor and real cream. For marketers, Kahlúa’s “It’s Kahlunkin’” campaign demonstrates how a humorous and culturally tuned story can reinvigorate two legacy brands.” 

And, of course, who can resist the new word combined from both brand names? Sounds a lot like spelunking, which is the recreational activity of exploring caves.

WHICH AMERICAN NATIONAL PARK DOMINATES INSTAGRAM?

According to Yahoo News, “What’s the most Instagrammed park? Grand Canyon National Park reigns supreme with a staggering 4.5 million Instagram hashtags. To put that dominance in perspective, the Grand Canyon's closest competitors — Yosemite and Rocky Mountain National Parks — each have 3.6 million Instagram hashtags, nearly a million posts behind. The gap only widens from there, with Joshua Tree trailing at 2.3 million hashtags and even iconic Yellowstone managing just 1.3 million.

This Instagram hierarchy tells us more about American travel patterns than park quality. The most hashtagged parks tend to be the most accessible, the most famous, or the most conveniently located near major population centers. They're the parks that appear on postcards and tourism brochures, the ones that make it onto bucket lists and road trip itineraries. So while the Grand Canyon deserves its social media crown — those layered red rocks and endless vistas are undeniably spectacular — remember that some of America's most stunning landscapes are still waiting for their viral moments.”

STAND UP TO CANCER AT THE WORLD SERIES

Major League Baseball reported, "On Saturday. October 25th, the Jonas Brothers performed “I Can’t Lose” after the fifth inning of Game 2 of the World Series at Rogers Centre in Toronto, adding a special new layer to the long-standing SU2C moment that is a signature of Major League Baseball’s big events. As has been tradition since 2009, the in-stadium Stand Up to Cancer placard moment, in partnership with Mastercard, aired live on FOX. Players, umpires, managers, coaches, and fans held up signs honoring loved ones affected by cancer – those who have survived, those currently in the fight and those who have succumbed to the disease. Blue Jays slugger George Springer honored his grandparents. Vladimir Guerrero Jr.’s placard read “Abuela.” Dodgers shortstop Mookie Betts' sign read “Ron.” The cameras panned the stands, where fans held up handwritten signs or placards that honored the masses: “Survivors.” “Those We Lost.” “Loved Ones.”"

KAMALA HARRIS SPEAKS TO BBC

The BBC reported, “Former U.S. Vice President Kamala Harris has told the BBC she may run again for the White House. In her first UK interview, Harris entertained the prospect of another run at the White House, saying her grandnieces would, "in their lifetime, for sure,” see a female president. Asked if it would be her, she said, "possibly,” confirming she is considering another run at the top job.”

Harris said she had not yet made a decision, but underlined that she still sees herself as having a future in politics: “I am not done. I have lived my entire career as a life of service and it's in my bones."

CALIFORNIA GOVERNOR GAVIN NEWSOM NEWS

As reported by CNN, “California Governor Gavin Newsom teased a potential 2028 presidential run when asked in an interview on October 26th if he’d seriously consider it after the 2026 midterms. Newsom explained in the interview that his focus is on the midterms and helping Democrats regain control of the House of Representatives, saying President Donald Trump’s presidency will “de facto end” if Democrats succeed in the 2026 midterms.”

WHITE HOUSE EAST WING DEMOLITION

NPR reported, “All that's left of the East Wing of the White House is a pile of rubble. A White House official not authorized to speak on the record tells NPR the demolition phase of President Trump's project to build a 90,000 square foot ballroom, is ahead of schedule. Although Trump initially said the project wouldn't "interfere with the current building" and would be "near it but not touching it," he explained that "in order to do it properly, we had to take down the existing structure." The East Wing demolition, the White House official said, is going directly up to the edge of the residence and includes tearing down the East Garden Room, Family Theater and East Colonnade, as well as the complex of offices. The sight of excavators tearing into the East Wing set off alarms among preservationists, but the White House is doubling down, insisting the demolition is necessary.”

According to The 19th, "From the East Wing, Franklin D. Roosevelt expanded the role of first lady, working to highlight women. Eleanor Roosevelt's first news conference, on March 6, 1933, featured 35 reporters, all of them women. During her tenure, she held nearly 350 news conferences, helping to elevate the role of women in national and political life, as well as in journalism."

According to Hillary Clinton on Twitter/X, "It's not his house. It's your house. And he's destroying it."

And, in an editorial in USA Today by former first daughter Chelsea Clinton, “Although I spent many of my formative years living in the White House, I always knew it wasn’t my house. The White House belongs to the American people, and that’s why we call it the People’s House. I never forgot that. So yes, while I played hide-and-seek in the White House residence and danced outside the closed doors of many a state dinner, I never once thought, “this is my house” in the way my friends thought of theirs.

Every generation has a duty to care for and update the White House as needs evolve for the number of staff in an administration, for technology, for a more complete representation of America, for security or other understandable reasons. But how we do it ‒ and whom we include in the process and whom we leave out ‒ says a great deal about our respect for history and for the People’s House.

A disregard for history is a defining trait of President Trump’s second administration. Reports indicate he has directed the Smithsonian Institution and the National Park Service to censor exhibits and erase mentions of slavery and the treatment of Native Americans. Federal websites have deleted references to women’s rights and LGBTQ+ history. In one especially embarrassing episode, Trump's Department of War, formally known as the Department of Defense, even scrubbed its site of all mentions of the Enola Gay ‒ the plane that dropped the atomic bomb on Hiroshima ‒ because an automated effort to remove the word “gay” caught it in the process.

This is what happens when we take a wrecking ball to our heritage. Disregarding our democratic institutions and the rule of law or impounding funds that Congress has already approved grow from the same source of disregard for our founding ideals, and the norms and laws that have helped us move, over time, closer to a more perfect union, the cardinal call of our U.S. Constitution.

Our greatness doesn’t come because we ignore our history – it comes because we acknowledge it, we learn from it and build a better future on it, including in the buildings and gardens of the People’s House. The White House will always be a home I was lucky enough to live in for a while. Even more important, it is a mirror of our democracy, resilient when we honor its foundations but fragile when we take them for granted. What was dismantled today isn’t just marble or plaster; it is a reflection of how easily history can be erased when power forgets purpose."

SHARE THIS: Our greatness doesn’t come because we ignore our history – it comes because we acknowledge it, we learn from it and build a better future on it. ~Chelsea Clinton #WhiteHouse #DebbieLaskeysBlog

APPLE NUMBERING SYSTEM

According to ET News, "In the first half of 2027, Apple will launch the "‌iPhone‌ 18e" and "iPhone 18." Then, in the second half of the year, Apple will launch a next-generation iPhone Air, "‌iPhone‌ 20 Pro," "‌iPhone‌ 20 Pro Max," and second-generation foldable ‌iPhone‌. The move is said to be part of a broader attempt to reset the ‌iPhone‌'s naming system and revitalize the product lineup around the device's 20th anniversary. There is a strong argument that Apple will skip "‌iPhone‌ 19" nomenclature."

SHARENTING

Are you familiar with the term sharenting? According to IDX, "Sharenting consists of posting photos, videos, or stories about your kids on social media. Before you post, consider that this information could be used by bad actors for harassment, identity theft, and more...Bad actors could use these personal details to track down your child’s location, commit identity theft, or attempt to hack into your accounts. Your kids could also be subjected to cyberbullying or harassment."

Here are some tips from the Better Business Bureau to better protect your kids when you share photos:

(1) Avoid sharing personal details about your child, including identifiable information (name, age, school, teacher, grade level) within photos. Scammers could use this information to attempt to commit identity theft.

(2) Choose generic backgrounds for your photos. Avoid showing identifiable location markers such as house numbers, street signs, school signs, bus stops, or other landmarks.

(3) Review your social media privacy settings regularly, and be mindful of who can view your posts.

BOMBAS ENTERS BRICK AND MORTAR

USA Today reported, "The sock brand Bombas is expanding its horizons by opening three brick-and-mortar stores – the first physical locations for the brand. The stores will be in New York City, Boca Raton (Florida), and Austin (Texas). Founded in 2013 by Randy Goldberg and David Heath, Bombas is known for its high-quality, and often higher priced, socks. Bombas said it continues to see success in the online market, but about 65 percent of shoppers purchase socks in person, according to a company statement."

TOYS "R" US RETURNS

USA Today reported, "Looking to boost sales this holiday season, Toys "R" Us is once again opening new stores. The toy retailer announced that it will open more than 30 locations in the U.S. for the winter holiday season, including eight flagship stores and more than 20 temporary seasonal shops. Toys "R" Us filed for Chapter 11 bankruptcy in 2017 and by 2018, the toy retailer announced the closure of more than 700 stores throughout the U.S. Over the years, Toys "R" Us attempted comebacks under new ownership but none have proven successful. Most recently, the retailer opened a flagship location in Minnesota's Mall of America in 2023, which remains open."

WOMEN'S PROFESSIONAL BASEBALL LEAGUE

As reported by WCVB of Boston, "The Women's Pro Baseball League has announced its inaugural four teams, including Boston, New York, Los Angeles, and San Francisco, as it prepares for its first season starting in spring 2026. The league was announced last year and will feature two teams on the East Coast and two on the West Coast, chosen for their fan support, media presence, and baseball histories. The team names have not yet been announced. The season will include four weeks of regular season play, a week for all-star competitions, and two weeks of postseason play. Each team will play twice a week, with games running seven innings, and batters using aluminum bats."

RINGLING BROS. CIRCUS

The Palm Beach Post reported that the Ringling Bros. circus is set to return in January 2026 with visits to four Florida cities without animals, "In place of lions, tigers, and elephants, Ringling Bros. now focuses entirely on human artistry — from acrobatic bike teams from China to Colombian acro-salsa dancers and a world-renowned contortionist making her U.S. debut. Music drives the experience with live drumming, beat drops, and DJ-led moments, all set against a massive LED stage design that captures performers and audience reactions in real time. Before the show even begins, a live Ringling “Hype Crew” gets the audience dancing, turning every arena into a party."

According to Juliette Feld Grossman, CEO of Florida-based Feld Entertainment, "The "Greatest Show on Earth" is headed to Florida early next year. This new production moves at the speed of today’s world — fast-paced, dynamic, and full of energy. We’re honoring the legacy of circus arts while inspiring everyone to move, play, and join the celebration."

GENERAL MOTORS TO INTRODUCE EYES-OFF DRIVING

As reported by SF Gate, "General Motors is planning to launch a new eyes-off driving system on the Cadillac Escalade IQ in 2028. In late October, GM CEO Mary Barra talked about the new system along with other upcoming GM technology at its GM Forward media event in New York. The new eyes-off system is based on GM's Super Cruise, which currently covers more than 600,000 miles of mapped North American roads, and GM says it's logged more than 700 million hands-free miles without a single crash attributed to the technology. 

GM detailed how AI will reshape the in-car experience. Starting next year, its vehicles will include conversational AI powered by Google Gemini, allowing drivers to speak to their cars in natural language. Drivers will be able to do things like ask the car to explain one-pedal driving, identify a maintenance issue, or find a restaurant along the route. Later, GM says it plans to introduce its own proprietary AI assistant, fine-tuned with individual vehicle data and driver preferences through OnStar connectivity. 

Also coming in 2028 -  a new centralized computing platform, which GM says will launch on the Escalade IQ. The platform will integrate propulsion, steering, infotainment, and safety systems onto a single, high-speed computing core. GM  says the new system will enable ten times more over-the-air software capacity, a thousand times more bandwidth, and as much as 35 times greater AI performance to support autonomy and advanced features.  The platform will allow vehicles to get software updates long after they leave the dealership, unifying software for both electric and internal-combustion models. Taken together, GM says the technologies mark a fundamental shift in its strategy, moving toward vehicles defined as much by intelligence and software as by horsepower or design. Through AI robotics, and high-speed computing, the company says it is building the foundation for a new generation of cars that can learn, adapt, and assist their drivers in ways that go far beyond traditional transportation."

VATICAN RETURNS ART TO INDIGENOUS GROUPS

PBS reported, "The Vatican is expected to soon announce that it will return a few dozen artifacts to Indigenous communities in Canada as part of its reckoning with the Catholic Church’s troubled role in helping suppress Indigenous culture in the Americas. The items, including an Inuit kayak, are part of the Vatican Museum’s ethnographic collection, known as the Anima Mundi museum. The collection has been a source of controversy for the Vatican amid the broader museum debate over the restitution of cultural goods taken from Indigenous peoples during colonial periods...Vatican and Canadian officials said they expected an announcement in the coming weeks, and that the items could arrive on Canadian soil before the end of the year.

Most of the items in the Vatican collection were sent to Rome by Catholic missionaries for a 1925 exhibition in the Vatican gardens that was a highlight of that year’s Holy Year. The Vatican insists the items were “gifts” to Pope Pius XI, who wanted to celebrate the church’s global reach, its missionaries and the lives of the Indigenous peoples they evangelized. But historians, Indigenous groups, and experts have long questioned whether the items could really have been offered freely, given the power imbalances at play in Catholic missions at the time. In those years, Catholic religious orders were helping to enforce the Canadian government’s forced assimilation policy of eliminating Indigenous traditions, which Canada’s Truth and Reconciliation Commission has called 'cultural genocide.'"

TYLENOL LABEL AND AUTISM

According to Medical Professionals Reference, "The maker of Tylenol is urging US health regulators not to add an autism warning label to it and other pain relievers containing acetaminophen, calling the request “unsupported by the scientific evidence and legally and procedurally improper.” Kenvue’s response, dated October 17, came after a citizen petition sought new pregnancy warnings for acetaminophen. The petition, filed by the Informed Consent Action Network, asked the US Food and Drug Administration (FDA) to note a possible link between prenatal exposure and autism or attention-deficit/hyperactivity disorder (ADHD). The petition piggybacked on recent remarks by President Donald Trump, who said Tylenol might cause autism, a claim many health experts say is not supported by science. By contrast, experts say acetaminophen remains the only pain reliever considered safe during pregnancy."

According to Kenvue, "For over a decade, and as recently as August, FDA has fully evaluated the emerging scientific evidence and repeatedly concluded that the data do not support a causal association between acetaminophen use in pregnancy and neurodevelopmental disorders such as autism."

US COMMISSION OF FINE ARTS

NPR reported on October 29th, “The White House has fired six members of the U.S. Commission of Fine Arts, the independent federal agency that advises the President and Congress on design plans for monuments, memorials, coins and federal buildings. The seven member commission is made up of experts in architecture, art, urban and landscape design. Since its creation in 1910, the commission has reviewed plans for everything from Arlington National Cemetery to Maya Lin's Vietnam Veterans Memorial. In an email to NPR, the White House said it is preparing to appoint a new slate of commissioners that are more aligned with President Trump's America First Policies. The commissioners would have advised President Trump on his anticipated White House ballroom and his plans for a monument similar to the Arc de Triomphe in Paris, which he says will celebrate the 250th anniversary of the adoption of the Declaration of Independence. In an email to NPR, architect Bruce Redman Becker, one of the commissioners who was fired, wrote that neither project was submitted for review.”

PILLSBURY DOUGHBOY’S HOME

According to MarketingDive, “Pillsbury is celebrating the 60th anniversary of its Doughboy mascot with an interactive experience powered by augmented reality (AR). Consumers can scan packages of Pillsbury products and visit a mobile website to explore the pillowy character's abode.The General Mills brand also listed the Modern Doughhouse Revival on real-estate site Zillow with an asking price of 1 million biscuits. The campaign was inspired by a pitch made on a recent episode of Jimmy Fallon’s new advertising competition show."

CANADIAN AD FEATURING PRESIDENT RONALD REAGAN AND TARIFFS

The BBC reported, “Ontario Premier Doug Ford has stood firm behind his decision to run an anti-tariff ad in the US that featured Ronald Reagan and angered Donald Trump, saying “We have achieved our goal.” Ford added the TV spot had “one billion views,” and has garnered attention from as far as the UK and India. His comments on October 27th come after President Trump suspended trade talks with Canada over the ad and said that he would hike tariffs on Canada 10 percent “over and above” current levies.”

According to The New York Times, “Canadians have reacted with anger and have rallied around the flag in a rare burst of patriotism, but the Canadian economy has been suffering the consequences of the dispute. Ontario, in particular, has much at stake in trade relations with the United States, and its premier posted the entire Reagan address online.”

COBRANDING —THE BIG APPLE AND A CLASSIC FILM

Travel & Leisure reported, “New York City's Botanical Garden is back with a dazzling and nightmare-inducing display celebrating Tim Burton’s iconic film, "The Nightmare Before Christmas." The outdoor trail is an immersive ode to the 1993 Disney film featuring video projections, music, and scenes complete with beloved characters like Jack Skellington, Sally, and Zero. The Nightmare Before Christmas Light Trail will be open on select evenings through November 30th and is appropriate for all ages.”

According to Jennifer Bernstein, the president and CEO of New York CIty's Botanical Garden, “There’s nothing quite like the feeling of fall in New York, and we’re delighted to offer a beautiful and convenient escape right here in the City. The Garden provides a perfect way to experience the magic of autumn with family and friends.”

COBRANDING — "WICKED: FOR GOOD"

As the countdown continues until the arrival of the second film in the WICKED franchise (set to arrive in movie theaters on November 21) directed by John M. Chu and starring Ariana Grande and Cynthia Erivo, countless brands are announcing their cobranding initiatives. Here are more brands (see my October 7th, October 14th, and October 21st “Marketing News of the Week” recap posts for three previous lists) that have launched their movie-themed collaborations:

*Precious Moments - Glinda and Elphaba doll figurines

*Printfresh - Glinda pajamas featuring jeweled wands and Elphaba’s Alchemy-themed pajamas

*Lush - assorted cosmetics and skincare products

*The Noble Collection - Replica Glinda earrings

* Mattel Creations - Glinda and Elphaba dolls

*Lovepop - Wicked collection pop-up greeting cards

*Little Golden Books “Wicked” Series - We Are Shiz (University)

Save the date and swing by my blog on November 21st for a full recap of WICKED: FOR GOOD cobranding initiatives and products.

What other recent marketing buzz caught your attention? Since there's always something happening that impacts marketing, read #DebbieLaskeysBlog for the scoop!

Image Credits: Twitter/X (Hillary Clinton's post), Major League Baseball and Stand Up to Cancer, Apple, and Cafe Saint Honore (Paris, France).

Read Chelsea Clinton's full post:

https://www.usatoday.com/story/opinion/voices/2025/10/23/trump-east-wing-white-house-chelsea-clinton/86854489007/

Read the 19th's full post:

https://19thnews.org/2025/10/east-wing-first-ladies-history-demolished-trump-ballroom/

Read more about the Women's Pro Baseball League:

https://www.womensprobaseballleague.com/

Check out the Pillsbury Dough Boy’s house:

https://www.doughplacelikehome.com/

Will Your Brand Commemorate September 11?

If you were alive on September 11, 2001, your life was forever changed by the events in New York City, at the Pentagon, and in rural Pennsylvania. Terrorism arrived in the United States - and the country would never be the same.

This September marks the 24th anniversary of that tragedy, and while war and terrorism still exist, we will always remember the people who perished on that September morning. And we will always celebrate the first responders who rushed into harm's way.

In those first few days after September 11, 2001, brands added an American flag to their homepages with messages of condolences. Since social media did not exist like it does today, there were no Twitter, Facebook, or Instagram posts that gained hundreds of thousands of comments, likes, or retweets. But today is different. Social media has provided opportunities for everyone's voices to be heard.

On September 11, 2012, President Barack Obama proclaimed the date as Patriot Day and National Day of Service and Remembrance. U.S. government buildings flew their American flags at half-staff, and Americans were urged to perform a day of service to make a positive difference in their communities.

2025 marks the 18th year that Malibu's Pepperdine University will showcase the annual Waves of Flags, a display of 2,977 full-size flags. There are 2,887 American flags for each American life lost and 90 international flags representing the home countries of those from abroad who died.

And no one can forget Budweiser's ad featuring the iconic Clydesdales that aired only once - during the 2002 Super Bowl. "The horses pay tribute to the memory of the fallen of September 11th with an unforgettable, breath-taking bow. Many have never forgotten the commercial that never aired again...[Budweiser] had to get approval from members of Congress, the ad community, and from New York Mayor Rudy Guiliani."

While some in the marketing arena think it best for brands to remain silent on September 11, consumers look to brands to make an emotional connection. This is because when a connection is made, often long-term loyalty happens. 

On this very important day in American history, people tend to remember the brands that speak out. So, will your brand speak out to commemorate September 11?

Image Credit: White Castle via Twitter (posted 9/11/2014).

Watch Budweiser's ad here: https://youtu.be/J3eQmzw6n3k

A Customer Experience Apology Tale

Has your brand ever apologized to a customer? If yes, what led to the apology? Did an employee make a mistake? Was a customer promised something, and your brand did not deliver? Was a communication sent in error? If your brand has never encountered this situation, then stop reading. If your brand has been in a situation requiring an apology, keep reading for an excellent example of doing it right.

One day, I received a letter in the mail (yes, via snail mail!) from the president of a nonprofit I support with the following message:

"Dear Debbie,

I'm writing to follow up on my letter of apology regarding your 2024 Partner Card.

As I mentioned, the card inaccurately reflected the number of years you have supported us and how long you have helped transform clients' lives. Receiving your first gift 18 years ago was cause for celebration then, and it is now. You are an amazing and critical part of the work we accomplish together.

Please accept your new Partner Card as a reminder of the many lives you positively impact every day. Your kindness inspires me.

Warm regards, President of Nonprofit"

Wow! How many times in your professional life have you seen any organization (for-profit or nonprofit) own an error and acknowledge that error in writing? I don't think I'm unique in counting the times on one hand.

However, I cannot remember receiving the first letter that was referenced in the above communication, which means that I would NEVER have known that an error had been made. This makes the second letter (whose content was shared above) even more remarkable, since the correct letter DID NOT HAVE TO BE SENT TO ME.

Now, let's applaud the Guide Dogs for the Blind for its one-of-a-kind efforts to own its error and correct it. Sounds like a donation is in order!

Image Credit: Salesmate.io.

Are You a Customer Advocate?

 
To quote Matthew Kobach (@mkobach), "Twitter is a key that unlocks thousands of doors, some of which you never even knew existed." As a member of the Twitterverse for 13 years, I always enjoy meeting new people and learning from them. I recently connected with David Beaumont from Ohio and invited him to appear here on my Blog in a Q&A format. Highlights of our conversation about customer experience marketing and management follow a brief introduction.

Known for delivering outstanding customer support to clients, David Beaumont is a knowledge seeker and results driven visionary who builds relationships with clients and peers by aiding the end-user through training and development tasks. David is a qualified support professional, HDI Certified, and holds a Bachelor of Science in Business Administration, Finance from The Ohio State University. He has more than 15 years of experience in customer service, equality/diversity/inclusion (EDI), and client support.

QUESTION: In your Twitter bio, you state "Be your customer's advocate." What led to that statement?

DAVID BEAUMONT: I heard the words, "Customer service is dead." At that time, I thought to myself, "Is it really?" Then I thought, what if I could bring awareness and attention to some customer service mistakes that I see and share some insight on what could make customer service better? I also thought all customer service is not bad, but it may need a bit of fine-tuning. So, I figured I'd create a blog and talk about it. That is how Customer Service is Real came about.

TWEET THIS: All customer service is not bad, but it may need a bit of fine-tuning. ~@dbeaumont266 #CX #DebbieLaskeysBlog

QUESTION: How can businesses teach employees that they are the front-line to customer happiness?

DAVID BEAUMONT: The front-line support needs to know that their leadership team has their best interest at the forefront. That means giving the front-line folks the proper tools to act on behalf of the customer. It means allowing the front-line team to make things right for the customer when it makes sense – without judgment, criticism, or punishment from the management team.

When you empower your team to know that they can get the customer back on the right track without a lot of friction during the process is when the front-line can feel secure in delivering exceptional support to the customer. That is when you begin to build customer happiness – because the front-line team is happy.

TWEET THIS: Allow the front-line team to make things right for the customer without punishment from the management team. ~@dbeaumont266 #CX #DebbieLaskeysBlog

QUESTION: Which social platform is the best tool for creating a quality customer experience, and why? If different, which platform is the most effective for addressing customer complaints or issues in a timely manner, and why?

DAVID BEAUMONT: I would have to say Twitter is a platform for creating a quality customer experience as well as voicing a complaint. Social media is a channel where people can share their true feelings about how products and services work or don't work for them. Twitter has more of the business element built in such that it is monitored more closely by staff to see what customers are saying about them.

QUESTION: What's your favorite customer service story?

DAVID BEAUMONT:
“A Target employee helps teen tie a tie and prep for a job interview”

I enjoyed this story because the team member showed his empathetic side. He may have walked in the young man’s shoes at one time and now is invested in making sure this young man makes a great impression. It also showed a caring and compassionate side, which, as customers, we want to see when we visit places of business. Also, by showing this act of kindness, this particular team member created a memorable moment that the young may will surely not forget.  

(Read this customer service story and more here: https://www.ringcentral.com/us/en/blog/great-customer-service-stories/)

QUESTION: What are your three favorite brands, and why?

DAVID BEAUMONT: Here are my three:

Barnes and Noble: While I am not a frequent visitor, the times I do go into Barnes and Noble, the staff does not disappoint. There is always someone walking around to see if you need help. The information center team members are very knowledgeable about suggesting the best kinds of books. If I say I am looking for books that are like the early days of Stephen King, they can give me a couple of suggestions. If a book is not available, they offer to order or alert me when the particular book of interest would be in the store. If I call in and they have a book for me, they will hold the book at their front counter, so I don’t have to search around the store looking. Barnes and Noble helps remove the friction, thus making the customer experience a pleasurable one.

Chick-fil-A: I have visited a few Chick-fil-A's, and the level of service is the same across the board. The people are always pleasant, and they greet you like they are happy that you have come to see them. I am also amazed at how fast they move the drive-thru line. It seems no matter how many cars are there, a slowdown does not happen. My wait time is always minimal.

Cove Security: With the ability to DIY (do-it-yourself) security systems, the process could be a little challenging. Cove's customer service is great. You may think emailing support is going to have your wheels spinning, but not with Cove. They are very responsive, and they give you answers that help you resolve your issues. Talking to them on the phone is the same way. The service is also affordable and customizable to fit your specific needs.

My thanks to David for sharing his customer experience insights and for appearing here on my Blog.

Check out David’s links:
Twitter: @dbeaumont266
Blog: http://customerserviceisreal.wordpress.com
LinkedIn: https://www.linkedin.com/in/davidbeaumont-blogger

Image Credit: pngkit.com.

Social Media’s Impact on Employee Engagement and Customer Experiences

Over the last 12 years, thanks to social media, I have had the privilege to meet a variety of amazing marketing, leadership, social media, and customer experience experts. One of these experts is Kathi Kruse from Southern California. We recently discussed social media, employee engagement, and customer experience marketing, and highlights follow below Kathi’s bio.

Kathi Kruse is an automotive digital retail expert, social media strategist, dealership profitability expert, blogger, author, speaker, and Founder/CEO of Kruse Control Inc. She lives with her cats Jack, Sammy, and Daisy; and is a volunteer board member and marketing/online fundraising chair of Hanaeleh Horse Rescue. Ten percent of Kruse Control profits go to animal welfare. 

Connect with Kathi online:

LinkedIn: https://www.linkedin.com/in/krusecontrol/

Twitter: https://www.twitter.com/kathikruse/

Facebook: https://www.facebook.com/kathikruse/

Instagram: https://www.instagram.com/kathikruse/

QUESTION: We met via Twitter and Facebook back in 2013 when you provided a brand tip on my blog. You wrote: "It’s never been more important to have a customer-centric culture. Everything you say and do – including how you treat your employees – is being broadcast throughout the web. Make sure your culture is ready for prime time. Being able to tell the story of your business in a meaningful way connects your brand to your prospects and customers. By communicating how you do business, you initiate the customer experience long before they walk on the lot or visit your website." How has that tip evolved nearly a decade later?
KATHI KRUSE: Honestly, I haven't seen much evolve around this subject (at least in auto retail) so my tip remains relevant. The pandemic advanced the car business 10 years in 10 short months, so there's been a lot of upheaval and scrambling. Inventory shortages are causing a lot of disruption, so the daily operations process has had to adjust, which makes it super challenging to forecast and earn a profit. Retailers are doing well if they have cars to sell, but many do not, and they're understandably worried. Once the shortages subside, operations will have to adapt again, along with consumers' new-found freedom of buying more online. But my tip still stands exactly as I said it nearly a decade ago.

QUESTION: In 2015, you contributed to a post on my blog featuring social media tips. You wrote: "Brands must do a better job of generating employee engagement and participation in content marketing. Employees, especially salespeople, are the fountain of quality information that your customers crave. Start with a social media policy, provide training, make content submission easy, establish WIIFM (what’s in it for me), and encourage growth of employees’ personal brands. Employee expertise = quality content!" How has that tip evolved over the years?
KATHI KRUSE: Most of this tip is still solid, too! Employees are integral to a brand. Taking a holistic approach to unite the digital and traditional components of operations often means restructuring long-held beliefs. Outdated behaviors and processes constitute change, and employees play a significant role in any plan toward digital retail transformation. What's changed with my tip is that it's not just content marketing anymore that employees should participate in. Now, it's representing themselves online in a way that aligns with the brand and integrating Social Selling techniques to laser-target their prospecting and establish rapport through existing connections.

TWEET THIS: Employees are integral to a brand. –@KathiKruse #EmployerBranding #BrandExperience #DebbieLaskeysBlog

QUESTION: What's your favorite social media platform, and why?
KATHI KRUSE: Twitter. It's a great way to meet more people, introduce them to my business content and capitalize on common interests. I'm an equine advocate/Board member at Hanaeleh Horse Rescue, and Twitter allows me to share more information to those that don't know what's happening on our public lands with wild horses and burros. 

Instagram is a close second for me, for different reasons. At the end of the day, I can fire up Instagram, navigate to Beth Stern's (Howard's wife) account, and see what kittens she's rescued and adopted out. Also see what Toby Toad's doing. If you're not following him, you're missing out!

 Check out Beth Stern at: https://www.instagram.com/bethostern/

Check out Toby Toad online at: https://www.instagram.com/yaboi_toby_toad/

Check out Hanaeleh Horse Rescue online at: https://www.hanaeleh.org/

TWEET THIS: Twitter is a great way to capitalize on common interests. —@KathiKruse #Twitter #SocialMediaMarketing #DebbieLaskeysBlog

QUESTION: According to Bill Gates, “Your most unhappy customers are your greatest source of learning.” Have you ever had an experience that began horribly and ended by your becoming a happy advocate for the brand?
KATHI KRUSE: This is about turning a bad experience into a positive one. I had a problem with one of the sensors on my home security system. I called to get help, and it didn't go well. The person was clearly untrained, which made them unsure of themselves and unable to help me. Since I wasn't able to get my situation handled, I gave up that day after getting very frustrated. 

I was seriously contemplating going to a different company, but rather than jump, I waited a few days and called again. This time, I talked with a great gal who walked me through replacing the sensor myself. She also explained that the person who had frustrated me earlier was based in another country and does work very hard. I felt bad for being so frustrated with the company. That rep turned things around for me and saved me from jumping ship to another company.

QUESTION: If you could be the Chief Customer Officer for any brand, which would it be, and why?
KATHI KRUSE: I do love a challenge. I would choose Ariat, a brand of footwear and clothing for equine enthusiasts. As I mentioned earlier, as a volunteer at Hanaeleh, I'm around horses every weekend. Ariat makes the BEST barn boots I've ever used (and I've tried many). I still have the first pair I bought nine years ago! And I've bought at least 8 more pairs since then. These boots have to stand up to dirt, water, hay, mud, and, of course, poop (!), and they are fantastic. Unfortunately, their customer experience isn't up to par with their product. I've witnessed a lack of connection to customers over the years, and I'd love to help them turn the brand into something everyone talks about - even those that don't work with horses all the time.

My thanks to Kathi for sharing her marketing insights and for appearing here on my Blog.

Image Credit: Debbie Laskey.

Customer Service, Customer Experience, and Customer Success

Over the last decade, thanks to social media, I have had the privilege to meet a variety of amazing marketing, customer experience, and leadership experts. One of these experts is Tony Bodoh, who I met on Twitter. We recently had a discussion about customer experience marketing and its impact on the overall brand experience, and highlights of our conversation follow Tony’s introduction.

Tony Bodoh is the CEO of Tony Bodoh International (TBI), a customer experience consultancy. TBI focuses on applying the science of human experience to deepen the customer relationships that build brands and grow businesses. Recently, he joined the marketing agency, DiMassimo Goldstein as their Senior Behavior Change Strategist (contract). Tony is a speaker, podcaster, and co-author of three #1 Best Selling books. In 2018, Tony was named one of the “Top Customer Service Movers and Shakers You Should Follow” by the Miller Heiman Group based in the UK. Check out his website at: www.TonyBodoh.com; his LinkedIn profile at https://www.linkedin.com/in/tonybodoh; Facebook page at https://www.facebook.com/TonyBodohInternational; Instagram @TonyBodoh; and Twitter @TonyBodoh.

QUESTION: How do you differentiate between customer service and customer
experience?
TONY BODOH: Customer service focuses on delivering or fulfilling promises made in a brand’s marketing. It often involves helping the customer onboard, resolve issues, and is usually done in a reactive manner. Self-service is replacing some human-to-human contact but there is a continued desire for human connection, especially where the issue may be somewhat complex.

Customer experience focuses on staging an environment to stimulate a memorable positive emotion. This can include the design of the product, policies, processes, procedures, and training of employees at each customer touchpoint. Technology enables the creation of the environment, but too often becomes the center of customer experience design. Experience is fundamentally human.

I would like to offer an additional consideration: Customer Success. Customer success focuses on transformation of the customer. Here, companies identify the customer’s aspirations for identity and achievement. Then, they proactively work with the customer to help her realize her aspirations. Customer success uses the tools of customer service and customer experience to evoke transformation in the customer, rather than these tools being the end or goal themselves.

TWEET THIS: Customer success uses the tools of customer service and customer experience to evoke transformation in the customer. ~@TonyBodoh #CX #brandexperience

QUESTION: According to Bill Gates, “Your most unhappy customers are your greatest source of learning.” Have you ever had an experience that began horribly and ended by your becoming a happy advocate for the brand?
TONY BODOH: I have had a few. I think what really made the difference in these cases was that I trusted the brand because of the personal referral I was given or because of the overwhelming number of positive reviews I saw online. This helped me pause my emotional reactions long enough to recognize the person on the other end of the phone or desk may just be having a bad day or she might be new to the job, etc. With that in mind, I calmed down and reassured the employee that I was sure that the challenge was not their fault, and then we focused on finding out who could help solve my problem and what my options were.

As consumers, we need to remember that, like us, the employees we talk to are under tremendous pressures at work and at home these days. Often, when the customer displays some empathy for the employee and takes responsibility for their own reactions, it can change the whole situation. Everyone wins.

It is important for leaders to realize that customer satisfaction is not to be sought at the expense of an employee’s mental and emotional well-being. Some customers are just angry, manipulative, and narcissistic. Leaders must protect their employees from these types of customers even if it means that their satisfaction scores take a momentary hit.

QUESTION: What customer experience metric should every brand use, and why?
TONY BODOH: I don’t think there is one standard metric that works for every brand. It really depends on the stage of maturity of the company. I typically recommend to my clients that they focus on capturing an experience rating, a value rating, and gathering open-ended comments from customers about their experience. The metrics can answer “What” questions. The comments explain the “Why” of the metric.

Once we have this data, I encourage my clients to segment it in a three dimensional matrix that involves slices of a third metric that is appropriate to their stage of company growth like retention, profitability, or life-time value. We plot the average experience and value scores and note the most common themes from the comments for each segment on a series of maps. One map might show what the most profitable 10% of customers are saying and their average rating. Another map might show what the least profitable 10% of customers are saying and how they rated the experience and value. While it is more complex than having one metric, it can very quickly give leaders the answers they need to make good decisions and take immediate action.

TWEET THIS: There is not one standard #CX metric that works for every brand. It really depends on the stage of maturity of the company. ~@TonyBodoh #brandexperience

QUESTION: To quote Denise Lee Yohn (@deniseleeyohn on Twitter), author and speaker, “Teach employees to love bringing their brand to life for customers.” Additionally, to quote, Bruce Jones (@Joneseybi), Senior Programming Director of Disney Institute in Florida, “When a service failure occurs, it’s essential to resolve the issue quickly. With tens of thousands of visitors each day to Walt Disney Parks and Resorts around the world, we recognize that issues will occasionally come up. Therefore, it’s essential that employees are equipped with the tools to enable them to quickly resolve as many issues as possible on their own. At Walt Disney Parks and Resorts, customers discover that everyone is the right person when it comes to providing speedy service recovery.” Therefore, how do you train employees to provide excellent customer service?
TONY BODOH: I am going to assume here that the brand’s customer service team has the tools to resolve the problems that arise and that they have been sufficiently trained on how to use these tools. That is the foundation that the brand absolutely needs. If a client does not have these in place, that is where I tell them to start.

After the foundation is set, I then recommend a mental performance training program. In 2014, I partnered with Dave Austin, one of the top mental performance coaches in the world. I have adapted the practices he uses to train Olympians, pro athletes, and even the U.S. Military to focus and perform in a peak mental and emotional state when under intense pressure. The training we provide helps customer service professionals build their emotional resilience and mental focus. As a result, they can diagnose problems faster, provide more effective solutions, and keep the experience a positive one for the customer.

QUESTION: What’s your favorite customer service story?
TONY BODOH: One of my favorite customer service stories goes back to 2008 when I managed customer experience for the Gaylord Hotels brand. I was examining the data from Gaylord Palms and noted that nearly every guest who attended a specific convention filled out the survey and something like 97% of them gave top box ratings. While we had great scores as a brand, this was an outlier. I called Franz Krieger, who was the Director of Operational Excellence at the resort, and I asked him if he knew how they achieved this.

He told me that they conducted an experiment. The night before every guest from the convention was scheduled to leave, they had a STAR (what Gaylord employees were called) telephone the room. If the guest was there the STAR confirmed their departure, asked how their stay was, and then asked if there was anything else they could do to make the last few hours of their stay even better.

This proactive action delighted the guests and they felt compelled to respond to the survey they received after departure in a very positive way. What I loved about this was the creativity of Franz and his team and that they found a way to leverage the science of Peak-End Effect to create a lasting positive memory for these guests. It was easy, relatively inexpensive, and impactful.

QUESTION: If you could be the Chief Customer Officer for any brand, which would it
be, and why?
TONY BODOH: I have not really considered a specific brand, but I do know some of the criteria I would look for. First, it would be a direct to consumer brand so I can have an impact on the lives of the customers. Secondly, the company would be preparing for hyper-growth and ready to create the brand experience that customers will admire and feel compelled to share. Thirdly, the brand would be applying technology in a disruptive way with a focus on transforming the customer’s life through positive behavior change.

I believe a company that meets these three criteria would give me the platform to really change lives and demonstrate how brands can help customers successfully take on new identities and world views that benefit society as a whole. I believe a company like this could have profound ripple effects that not only impact the present moment, but as lives are changed, they will alter the trajectory of human history. That would be a company worth working for.

My thanks to Tony for appearing here on my Blog and for sharing useful take-aways for all brands to improve their customer experiences.

Image Credit: Debbie Laskey.

Does Your Brand Communicate with Customers?

Like many of us during the covid pandemic, I shop more online than in the pre-covid days. This translates to purchases made via websites that in the pre-covid era, I would have visited stores in person to make my purchases.

One recent item consisted of three dozen colorful plastic hangers. While this item was not a necessity, it added some smiles when hanging clothes during the challenging covid era.

I chose some teal, purple, red, and yellow hangers on a retailer's website, and completed the online purchase. A few weeks later, in a timely manner, the teal, purple, and red hangers arrived on my doorstep. They were just as advertised, and immediately, they "met" some clothes and were placed in my closet.

But something was wrong. I noticed that the yellow hangers were missing. Soon after the box's arrival, I received an email indicating that the yellow hangers were not available from any nearby stores, but they would arrive shortly.

I don't know about you, but "shortly" means "soon" to me, certainly, within a week or two. Otherwise, the store should have sent another email and either provided a delivery update or asked if I wished to cancel my order.

Two months later, and still no yellow hangers. I only purchased five yellow hangers for a total less than two dollars. But where is the update from the retailer? I have sent a couple of emails asking for an update, and I have received no response to any of my communications.

I understand that we are living in a different world, but if a brand offers to sell products, and those products are not available, and the brand accepts payment, then it owes its customers an explanation or a refund. 

You can probably guess the name of the brand I'm talking about.

What would your brand do in this scenario?

Leadership + Strategy = Amazing Employee Experience

In 2013, I shared tips about employee engagement on my Blog. The following quote stood out by Erika Andersen.

“If a company’s focus is ‘How can we give our customers what they want,’ then that company needs great employees. To come up with the ideas, to make the great products, to interact with the customers. Employees aren’t a begrudged necessity in that kind of company – they’re what makes it possible. And if my company feels like that about me, and treats me that way, then I’m most likely to feel that way about my company and treat my company that way. Voilà: engagement. AND productivity, reduced turnover, attracting top talent. AND delighted customers, great products and services, big profits.”

If you’re unfamiliar with Erika Andersen and her work, then this post is for you. Erika Andersen is the founding partner of Proteus, a coaching, consulting, and training firm that focuses on leader readiness. Over the past 30 years, she has developed a reputation for creating approaches to learning and business-building that are tailored to the challenges, goals, and cultures of her clients. She and her colleagues at Proteus focus uniquely on helping leaders at all levels get ready and stay ready to meet whatever the future might bring. In addition, Erika is the author of many books as well as the author and host of the Proteus Leader Show, a regular podcast that offers quick, practical support for leaders and managers. Follow on Twitter @erikaandersen and @ProteusLeader – and also on the web at www.proteus-international.com. Erika and I recently had a discussion about leadership, and highlights follow below.

QUESTION: You appeared on my Blog in 2011 when I shared a review of your book, BEING STRATEGIC. (Link to this post is included at the end of this Q&A.) Can you provide a brief recap of the four parts of strategy for readers who may be unfamiliar with your work?
ERIKA ANDERSEN: Of course! Being Strategic offers a model for thinking and acting in a way that will allow you to create your best life, career, or business: to consistently make the core directional choices that will best move you toward your hoped-for future.

Here’s how it works:

Define the Challenge: We’ve found this “pre-step” is key: first you need to get clear about the problem you’re trying to solve or the challenge you’re trying to address. This is especially important when you’re using this process with a group of people – otherwise you may find they’re all trying to solve different problems!

Clarify What Is: In this step, you get clear about where you’re starting from relative to your challenge. You note strengths or assets you now have that might help you solve the problem or address the challenge, then any weaknesses you have that might get in the way. You also look at external factors that might support you or get in your way. Getting as clear as possible about where you’re starting from grounds your visioning, in the next step.

Envision What’s the Hope: This is where you envision a future that would address the challenge as you’ve defined it, given your current reality. By creating your vision based on your actual current state and a real challenge, you can create a three-dimensional picture of a successful future that’s both practical and inspiring: a reasonable aspiration.

Face What’s in the Way: At this point, you know where you’re starting from and where you want to go, so now you can look at what’s in the way: the obstacles that might arise between your “what is” and the future you envision. By defining the key obstacles, you’ll be able to factor overcoming them into your plan – the final step. 

Determine What’s the Path: In this last part of the process, you decide first on your strategies – those core directional choices or efforts you’ll need to make in order to achieve your hoped-for future. Once you’ve selected those strategies, you’ll craft the specific tactics that will best implement them. 

We love the almost infinite adaptability of this approach: it works for envisioning the future of your company and building a plan to achieve it; for planning a family vacation; or for creating a map of the work life you most want.

QUESTION: You appeared on my Blog in 2014 because one of your leadership lessons for a post on Forbes was timeless: Be the manager or leader you’d like to have. (Link to this post is included at the end of this Q&A.) Can you share a few highlights from your Forbes post?
ERIKA ANDERSEN: In the Forbes post you and I discussed in 2014, I noted that one of the most constructive ways to deal with having a really bad boss was to use the person as a model for what not to do.

But let’s talk more broadly about being the boss – the manager and leader – you’d like to have. Most human beings want the same things from leaders (this is the basic premise of my book Leading So People Will Follow). We look for leaders who are far-sighted – who share a compelling and inclusive view of a future that we can achieve together, and who model and move toward the vision daily with us. We want passionate leaders who remain committed to that vision, to us and the enterprise through adversity and challenge – and at the same time, who are open to input and to new ideas. It’s also important to us that our leaders be courageous: that they make difficult decisions with limited information, even when that’s uncomfortable for them – and that they take full responsibility for those decisions.

We also want wise leaders who reflect on and learn from their experience, and then think deeply about how to incorporate their understanding into making good choices. We love having generous leaders who share what they have – knowledge, power, authority, and resources – and perhaps most important, belief in our capability and our good intentions. And finally, we want trustworthy leaders who can be relied upon to keep their word and deliver on their promises – to do what they say they will do.

Think about it – you’d like to have this kind of a leader, right? So, would everyone who works for you. If you’re a leader, I would encourage you to reflect carefully and honestly on whether and to what extent you demonstrate these attributes – and if you’re not sure, ask someone who you believe sees you clearly, wants the best for you, and is willing to tell you the truth. And then do everything you can to become this kind of leader.

QUESTION: How do you explain the following statement: Your culture is your brand?
ERIKA ANDERSEN: Let me start by offering a definition of company culture: A pattern of accepted behavior and the beliefs and values that underlie and reinforce it. A pattern of accepted behavior means “how it’s OK to act” in your company – and that is most often based on the values and beliefs of the CEO and his or her team.

For instance, if leaders in Company A value profit by any means, that will drive behaviors that could create a culture that’s cut-throat, doesn’t invest much in people, maybe even crosses the line of integrity in the service of making money. If Company B’s leaders value creating benefit for all their stakeholders – customers, employees and investors – that will drive behaviors that would likely yield a culture that supports employees to reach their potential, focuses on excellent customer service, and targets profitable growth without sacrificing those things.  

If you define brand as the promise of an experience, it’s pretty clear in the examples above that those two very different cultures would create two very different brand experiences. And it wouldn’t matter what Company A says its brand is – their customers would have an experience very much determined by the profit-at-all-costs values and behaviors accepted within that company. So, in my mind, the statement ‘Your culture is your brand’ is perfectly true…even if leaders don’t realize it’s true!

QUESTION: How can a President/CEO become an organization’s number one brand ambassador?
ERIKA ANDERSEN: By getting really clear about what the brand is and making sure it arises from and is aligned with his or her values. Then by clearly defining the behaviors that embody that brand. And then – and this is the single most important thing – by living the brand daily. We practice this at Proteus. Our brand attributes (and our core values) are Illuminating, Strengthening and Trustworthy. That’s the experience we want our clients to have when they deal with us, and it’s how we want to interact with each other. My business partners and I take our responsibility to live these values very seriously, and we invite anyone in the company to tell us (in an illuminating and strengthening way!) if we’re not delivering on that commitment.

QUESTION: You say that “being able to learn new skills well and quickly is the key to success in the 21st century. Can you explain why?
ERIKA ANDERSEN: Absolutely! Unless you’re living somewhere deep in the equatorial rain forest, or on top of a mountain, you know that we’re living in an era of unprecedented change, driven largely by the enormous, daily proliferation of new knowledge. But what does that mean for us, day-to-day? This explosion of knowledge, and the technological, scientific and cultural advances that have resulted, have dramatically changed how we learn and how we work – and what it takes to succeed at work and in our lives.

For someone growing up a hundred years ago, in the early part of the 20th century, the expectations around learning were fairly clear: you would go to school to learn the basics, then land a job and learn what you needed in order to do that job reasonably well. You would go on to work in some version of that job until you retired. This was true whether you were a doctor or a pipe-fitter: the vast majority of people learned a trade or profession and practiced it throughout their entire working life. 

Fast forward to today, when most people entering the workforce expect that they will have a variety of jobs and work at a number of companies – perhaps with a stint or two of working free-lance mixed in, or even spending part of their career creating and working in their own company. It’s extremely unlikely that anyone working today will have the same job for their entire career: even for someone who is part of the ever-smaller minority of workers who stay at one company or in one field for their entire work life, that company and that field will certainly change dramatically over the course of that person’s career.

Given all this, it seems clear that those who succeed in today’s world will be those who can acquire and apply new knowledge, new skills, and new ways of operating quickly and continuously. That’s really the premise of my book, Be Bad First: that at this point in history, where knowledge is increasing exponentially, where work is changing daily, where advancements in every area of discipline nearly outpace our ability to communicate them, the ability to learn well and quickly is the most important skill we can have.

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My gratitude and appreciation to Erika for once again appearing on my Blog and for sharing her amazing insights about leadership.

Are You the Type of Manager or Leader YOU Would Follow? – from 2014
http://debbielaskey.blogspot.com/2014/01/are-you-type-of-manager-or-leader-you.html

Want to be Nicknamed Strategy Guru – from 2011
http://debbielaskey.blogspot.com/2011/07/want-to-be-nicknamed-strategy-guru.html