What Will You Read Today on Blogger Day?

Do you know today's significance? If you're reading this blog and/or write your own, then you probably know that today is Blogger Day.

Since 1999, each year on August 5th, Blogger Day is observed. A blog, a shortening of the word "weblog," is an informational website published on the Internet that consists of story-like text entries typically displayed in reverse chronological order.

SHARE THIS: Don't focus on having a great blog. Focus on producing a blog that's great for your readers. ~Brian Clark #DebbieLaskeysBlog #BloggerDay

According to Holidays Calendar, "Although blogs originally started out as the work of individuals, they have increasingly been used by organizations, universities, and media outlets to distribute information. Today, there are over 600 million blogs published among the 1.9-plus billion websites that currently exist on the Internet. Over two million blog posts are published every day. In the United States alone, there are over 32.7 million bloggers; and it's been estimated that approximately 80 percent of all Internet users read blogs."

According to Cuyahoga East Chamber of Commerce, "Reach out to bloggers within your industry or local area to collaborate on a featured post. Collaborating on a featured post could involve them reviewing your products or services, interviewing you about your business journey, or giving them an exclusive look at a new product launch. Offering them a unique story or access can result in valuable exposure through their channels."

So, to celebrate Blogger Day, I'd like to share 10 of my favorite bloggers - if you're not already familiar with them, check them out!

ERIC JACOBSON - leadership expert

https://ericjacobsononmanagement.blogspot.com/

ERIKA ANDERSEN - leadership expert

https://erikaandersen.com/blog/

JAMES STROCK - leadership expert

https://servetolead.com/blog/

JOHN BALDONI - leadership expert

https://johnbaldoniblog.com/

KEVIN EIKENBERRY - leadership expert

https://kevineikenberry.com/blog/

SABINA NAWAZ - management coach

https://sabinanawaz.com/articles/

KASSY LABORIE - the trainer's trainer

https://kassylaborie.com/blog/

JOSEPH LALONDE - leadership and film expert

https://jmlalonde.com/

TIM CALKINS - brand marketing expert

https://timcalkins.com/

ANTHONY GAENZLE - brand marketing expert

https://eicreative.online/category/articles/

What blog do you follow on a regular basis? Chime in and share.

SHARE THIS: It's been estimated that approximately 80 percent of all Internet users read blogs. #DebbieLaskeysBlog #BloggerDay #FunFact 

Image Credit: Copysmiths. 

Let's Discuss Brand Storytelling to Celebrate World Marketing Day!

Do you know today's significance? If you're a professional marketer, you probably know that on this date in Chicago in 1931, the person who has been referred to as the "father of modern marketing" was born. Philip Kotler has written more than 80 books and made an incredible impact on the development of marketing worldwide (and this blogger was used his "Marketing Management" textbook during the first semester of graduate school). 

The European Marketing Federation chose May 27th as the day to celebrate the field of marketing worldwide. In addition, the day was established to recognize the value of marketing and educate all members/departments within organizations about the role and purpose of marketing,

According to the Ralf Strauss, Chairman of the Board of the European Marketing Federation, "The evolution of marketing around the world has been an impressive journey with many changes. Marketers have helped many new organizations to emerge and enabled change in old companies with centuries of history. They have changed societal attitudes and helped people to communicate. Today, in the context of digital transformation, we can explore our environment more than ever, analyze consumer and customer needs in real-time, and build relationships. The importance of marketing people is paramount. Let's recognize and appreciate this as we celebrate marketing on 27 May."

According to DaysoftheYear.com, "With the purpose of building bridges between businesses and their consumers, World Marketing Day is here to celebrate the essential role that marketing plays in the world. From driving innovation to fostering understanding and shaping patterns of consumers, this is a time to show appreciation for the strategy, dedication, and creativity that marketing professionals put into their work." 

To celebrate World Marketing Day here on my blog, I've invited a fellow marketer to present her international commentary. You may recognize Elia Guardiola from a previous appearance on my blog. I "met" Elia on Twitter/X, and she participated in my #SpringLeadershipSeries2025 on May 2nd. We recently had a discussion about marketing and specifically brand storytelling - and highlights follow a brief introduction.

Based in Madrid, Spain, Elia Guardiola has been an international speaker for 10 years for corporate training programs worldwide and is also a professor at international universities and business schools in Spain and Latin America. She is the Founder of the StoryEmotion School, and since 2021, has been an official speaker at the e-World Marketing Summit led by Professor Philip Kotler. Elia has developed her own methodology for creating impactful storytelling with powerful narratives that drive results for corporations and businesses of all sizes and industries. She is a co-author of several books on Marketing and Communication; and is also the creator of the Four Pillars of Emotional Marketing, which are taught in programs at international universities.

QUESTION: Laura Holloway, Founder and Chief of The Storyteller Agency, wrote, "Storytelling is our obligation to the next generation. If all we are doing is marketing, we are doing a disservice, and not only to our profession, but to our children, and their children. Give something of meaning to your audience by inspiring, engaging, and educating them with story. Stop marketing. Start storytelling.” As someone with a passion for storytelling, what does this quote mean to you?

ELIA GUARDIOLA: Laura Holloway's quote deeply resonates with me because storytelling is not just a tool for marketing, it's a bridge that connects human experiences, emotions, and values across generations.

In my work, I always emphasize that storytelling is about creating an emotional connection, not just selling a product or service. Brands that understand this don't just communicate, they resonate. They inspire, engage, and educate their audiences by embedding their values and missions into compelling narratives.

In today's world where consumers demand authenticity and purpose, storytelling allows brands to go beyond transactional relationships and build lasting emotional bonds. It's not about pushing a message, it's about making people feel something meaningful. That's the real power of storytelling.

SHARE THIS: Storytelling allows brands to go beyond transactional relationships and build lasting emotional bonds. It's not about pushing a message, it's about making people feel something meaningful. ~@EliaGuardiola #CelebrateMarketing #DebbieLaskeysBlog

QUESTION: I explained in a post in March 2021, "While brand history is important, brand legacies and cultural sensitivity are also critical to long-term brand success. The brands that listen to cultural shifts and integrate those shifts into their storytelling are the ones that will survive." What brands do you support that are culturally sensitive?

ELIA GUARDIOLA: There are several brands that have embraced cultural sensitivity and have integrated it into their storytelling in a meaningful way. 

One example is Ben & Jerry's, which has consistently used its platform to advocate for social justice, racial equality, and environmental sustainability. Their messaging aligns with their actions, making their brand legacy truly impactful.

Another example is Nike, which has shown a strong commitment to social movements, such as their campaigns supporting racial equality and gender empowerment. Their Colin Kaepernick campaign, for instance, was a bold move that highlighted their stance on social justice.

Lastly, LEGO has taken significant steps toward inclusivity and representation in their products and storytelling. They have introduced diverse characters, supported LGBTQ+ initiatives, and promoted STEM education for girls.

Brands that genuinely listen, adapt, and integrate cultural shifts into their narratives don't just survive, they thrive, because they build deeper connections with their audiences.

SHARE THIS: Brands that genuinely listen, adapt, and integrate cultural shifts into their narratives don't just survive, they thrive. ~@EliaGuardiola #CelebrateMarketing #DebbieLaskeysBlog

QUESTION: What are a few industries that are known by stand-out personal brands?

ELIA GUARDIOLA: There are many industries where personal brands have played a crucial role in shaping narratives. Here are a few standout examples:

Tech Industry – Steve Jobs (Apple): Jobs was more than a CEO. He was a visionary who redefined technology and design. His storytelling turned Apple into a brand that represents innovation, simplicity, and user experience. His keynote presentations were masterclasses in emotional storytelling.

Fashion Industry – Anna Wintour (Vogue): As the iconic editor-in-chief of Vogue, Wintour's personal brand is synonymous with power, influence, and trendsetting. She has shaped the fashion industry for decades and continues to be a key storyteller in the evolution of style.

Entertainment Industry – Oprah Winfrey: Oprah's personal brand is built on authenticity, inspiration, and emotional connection. Her storytelling has transformed her from a talk show host into a global media icon and philanthropist, impacting millions of people worldwide.

Each of these figures has built a legacy by leveraging storytelling to create impact, influence, and emotional engagement in their respective industries.

QUESTION: I wrote a post about binge watching several years ago because it has dramatically changed the way people watch television shows - as well as the shows' ads. Which three TV shows do you think excel at storytelling, and why?

ELIA GUARDIOLA: There are many TV shows that master the art of storytelling, but here are three that stand out to me:

Breaking Bad: This show is a storytelling masterpiece because of its character development and narrative depth. The transformation of Walter White from a high school chemistry teacher to a feared drug kingpin is a case study in character-driven storytelling. Every episode adds layers to his journey, making the audience emotionally invested in his fate.

Stranger Things: Beyond its nostalgic appeal, Stranger Things excels at world-building and emotional storytelling. It creates strong character bonds that make the audience care deeply about their struggles. The show also integrates 1980's pop culture references seamlessly into its narrative, making it a perfect example of how storytelling can evoke emotions through nostalgia.

The Crown: This historical drama showcases the power of storytelling through real-life events. The way it humanizes royal figures and presents political and personal struggles makes it a compelling watch. It's a perfect example of how blending historical facts with emotional storytelling can engage audiences across generations.

QUESTION: What is your favorite Spanish brand, and why?

ELIA GUARDIOLA: I have three.

One of my favorite Spanish brands is Dulcesol. It's a brand that has mastered the balance between tradition and innovation in the food industry. Dulcesol is known for its high-quality baked goods, but what truly makes them stand out is their ability to evolve with consumer needs while maintaining their essence. They have embraced healthier alternatives, sustainability, and transparency in their processes, all while keeping their storytelling rooted in family, authenticity, and enjoyment. Their branding reflects warmth, nostalgia, and the simple joy of sharing food, which resonates deeply with their audience.

I also admire Camper, a brand that embodies creativity, craftsmanship, and storytelling in a unique way. Camper doesn't just sell shoes. They sell a lifestyle and a philosophy of comfort, sustainability, and innovation. Their designs often incorporate bold, artistic elements that challenge traditional footwear aesthetics, and their commitment to sustainability aligns with modern consumer values.

Another Spanish brand I admire is Casa Batlló, though it's more of a cultural landmark than a traditional brand. They have masterfully combined history, art, and technology to create an immersive storytelling experience. The way they use digital narratives, augmented reality, and emotional storytelling to bring Gaudí's vision to life is simply brilliant. It's a great example of how storytelling can transform a brand into a memorable experience.

QUESTION: What is your favorite American brand, and why?

ELIA GUARDIOLA: One of my favorite American brands is Patagonia. It's a perfect example of how a brand can integrate purpose, storytelling, and authenticity into its DNA. Patagonia doesn't just sell outdoor gear, it sells a mission, a movement, and a commitment to environmental activism. Their campaigns are not about pushing products; they're about pushing for change. 

From their famous "Don't Buy This Jacket" campaign, which encouraged conscious consumerism, to their dedication to sustainability, Patagonia stands out as a brand that uses storytelling to inspire action. They have built a loyal community by aligning their values with their audience's values, proving that storytelling is not just about words - it's also about actions.

Another brand I admire is Apple. Their ability to create emotional connections through storytelling is unparalleled. Every product launch feels like an event, every advertisement tells a story, and their minimalist yet powerful messaging makes their brand identity unforgettable. They focus on experience, emotion, and user-centric innovation, which is why they have one of the most devoted customer bases in the world.

How will YOU celebrate marketing today? Will you think about which brands tell memorable stories? I'll celebrate by applauding Elia for sharing her passion for marketing, branding, and brand storytelling with me and my international blog community!

SHARE THIS: Patagonia stands out as a brand that uses storytelling to inspire action. ~@EliaGuardiola #CelebrateMarketing #DebbieLaskeysBlog

Image Credit: European Marketing Federation.

Read the post referenced in the second question:

How Important Is Brand Storytelling? (March 2021)

https://www.debbielaskeysblog.com/2021/03/how-important-is-brand-storytelling.html

Read the post referenced in the fourth question:

Three Branding Lessons from Binge Watching (October 2016)

https://www.debbielaskeysblog.com/2016/10/three-branding-lessons-from-binge.html

Read Elia's previous appearance on my blog:

SPRING LEADERSHIP SERIES 2025 – Featuring Elia Guardiola (May 2025)

https://www.debbielaskeysblog.com/2025/05/spring-leadership-series-2025-featuring.html

Read some quotes from Philip Kotler:

https://www.pkotler.org/quotes-from-pk

Connect with Elia at these links:

Website: https://www.eliaguardiola.com/

LinkedIn: https://es.linkedin.com/in/eliaguardiola 

Instagram: https://www.instagram.com/eliaguardiola/?hl=en

Twitter/X: https://www.twitter.com/EliaGuardiola

YouTube: https://www.youtube.com/c/EliaGuardiola/playlists

Pinterest: https://www.pinterest.com/eliaguardiola/

Read "What Is a Brand Story?" from HBR (January 2025):

https://online.hbs.edu/blog/post/brand-story

Read "The Art of Brand Storytelling: How to Do It Right" from Outbrain (September 2024)

https://www.outbrain.com/blog/brand-storytelling/

And finally, check out some interesting marketing facts and history with gratitude to DaysoftheYear.com:

"Public squares in medieval Europe served as hubs for advertising. Merchants displayed wares and used town criers to announce deals or special events. This was an early example of combining visual and verbal marketing strategies to engage a wide audience."

"Branding started with farmers marking livestock to indicate ownership. These marks evolved into symbols of quality and origin. By the late 1800's, this concept extended to consumer goods, like Coca-Cola's iconic logo, signifying both the product and its consumer promise."

"In 2007, the Brazilian city of São Paulo passed the "Clean City Law," which banned billboards and outdoor ads to combat visual pollution. This sparked a global debate about urban aesthetics versus commercial freedom. Surprisingly, the absence of ads led to increased appreciation for architectural heritage in the city."

"In the 1940s, psychologist Louis Cheskin discovered that packaging influences buyer perception. He advised margarine producers to make their product yellow, like butter. This psychological tweak boosted consumer trust and revolutionized how packaging impacts sales."

"Celebrity endorsements date back to the 1700's when British potter Josiah Wedgwood used royal endorsements to market his fine china. His "Queen's Ware" line became highly desirable, proving the power of influencer marketing centuries before Instagram."

"During World War II, rationing required companies to promote alternative goods creatively. Coca-Cola launched campaigns to position their soda as a morale booster for troops. This strengthened brand loyalty and expanded their global reach post-war."

"Guerrilla marketing thrives on bold, unexpected campaigns. In 2006, a Dutch breast cancer foundation painted soccer balls pink during a major match to raise awareness."

Words and Terms that Told the Story of 2024

While many marketing and news commentators (including this blogger) have talked about the people, food, brands, films, books, color, and notable deaths that made news during 2024, let's not forget the memorable words and terms that told the story of 2024.

MERRIAM-WEBSTER

According to Merriam-Webster's website, "Merriam-Webster's 2024 Word of the Year is polarization, which happens to be one idea that both sides of the political spectrum agree on. Search volume on Merriam-Webster.com throughout the year reflected the desire of Americans to better understand the complex state of affairs in our country and around the world.

We define polarization as "division into two sharply distinct opposites; especially, a state in which the opinions, beliefs, or interests of a group or society no longer range along a continuum but become concentrated at opposing extremes."

MSNBC observed that, "The 2024 presidential election has left our country more polarized than ever.” The word was also used to describe divides beyond the U.S. election, as when Forbes warned that in workplaces, "cultural polarization is becoming a pressing challenge."

DICTIONARY.COM

According to Dictionary.com's website, "Each year, Dictionary.com's Word of the Year and short-listed nominees capture pivotal moments in language and culture. These words serve as a linguistic time capsule, reflecting social trends and global events that defined the year. The Word of the Year isn't just about popular usage; it reveals the stories we tell about ourselves and how we've changed over the year. And for these reasons, Dictionary.com’s 2024 Word of the Year is "demure."

To select the 2024 Word of the Year, our lexicographers analyzed a large amount of data including newsworthy headlines, trends on social media, search engine results, and more to identify words that made an impact on our conversations, online and in the real world.

The word demure experienced a meteoric rise in usage in 2024. Between January and the end of August, this term saw a nearly 1200 percent increase in usage in digital web media alone. This sharp rise is mainly attributed to TikToker Jools Lebron's popularization of the phrase "very demure, very mindful" in a series of videos posted to the platform in early August.

Though the term demure has traditionally been used to describe those who are reserved, quiet, or modest, a new usage has spread through social media — one used to describe refined and sophisticated appearance or behavior in various contexts, such as at work or on a plane. This increased focus on public appearance and behavior comes at a time when employees are increasingly returning to offices after hybrid remote work following the pandemic."

OXFORD UNIVERSITY PRESS

According to Oxford University Press' website, "Following a public vote in which more than 37,000 people had their say, we're pleased to announce that the Oxford Word of the Year for 2024 is 'brain rot.' Our language experts created a shortlist of six words to reflect the moods and conversations that have helped shape the past year. After two weeks of public voting and widespread conversation, our experts came together to consider the public's input, voting results, and our language data, before declaring brain rot as the definitive Word of the Year for 2024. Our experts noticed that brain rot gained new prominence this year as a term used to capture concerns about the impact of consuming excessive amounts of low-quality online content, especially on social media. The term increased in usage frequency by 230 percent between 2023 and 2024.

Brain rot is defined as “the supposed deterioration of a person's mental or intellectual state, especially viewed as the result of overconsumption of material (now particularly online content) considered to be trivial or unchallenging. Also: something characterized as likely to lead to such deterioration.

The first recorded use of brain rot was found in 1854 in Henry David Thoreau's book Walden, which reports his experiences of living a simple lifestyle in the natural world. As part of his conclusions, Thoreau criticizes society's tendency to devalue complex ideas, or those that can be interpreted in multiple ways, in favor of simple ones, and sees this as indicative of a general decline in mental and intellectual effort."

CAMBRIDGE DICTIONARY

The Cambridge Dictionary's word of the year for 2024 was "manifest," which means to use methods like visualization and affirmation to imagine achieving something you want. The word was chosen in part because of the controversial global trend of manifesting. It was looked up almost 130,000 times on the Cambridge Dictionary website, making it one of the most-viewed words of 2024. According to Cambridge Dictionary's website, "The word jumped from use in the self-help community and on social media to being widely used across mainstream media and beyond, as celebrities such as singer Dua Lipa, Olympic sprinter Gabby Thomas, and England striker Ollie Watkins spoke of manifesting their success in 2024. Mentions of it gained traction during the pandemic and have grown in the years since, especially on TikTok and other social media, where millions of posts and videos used the hashtag #manifest."

COLLINS DICTIONARY

Collins Dictionary has named "brat" as its 2024 word of the year for 2024, defining it as someone "characterized by a confident, independent, and hedonistic attitude." The dictionary credited British singer Charli XCX with making "brat" one of the most talked-about words in 2024. According to CNN Style, "Accompanied by a virulent shade of lime green, the sights and sounds of brat were everywhere to be found this year – including in US Vice President Kamala Harris' election campaign. In July, Charli XCX gave Harris her seal of approval, proclaiming on X: "kamala IS brat." Memes and t-shirts with Harris' name in the "brat" style followed."

THE ECONOMIST

In a striking commentary on global political trends, The Economist has declared "kakistocracy" as its Word of the Year for 2024. Defined as "government by the worst, least qualified, or most unscrupulous citizens," the term has gained significant traction in public discourse, reflecting widespread dissatisfaction with governance across various nations. The word has seen a resurgence in popular use, particularly on social media platforms, where hashtags such as #Kakistocracy and #LeadershipCrisis have trended during major political upheavals. The rise of kakistocracy in the global lexicon also reflects a deeper introspection among voters, who are increasingly vocal about the need for accountability, integrity, and meritocracy in public office.

MOST SEARCHED TERMS ON GOOGLE

According to the tech giant's annual list of top trending searches, the number one search term overall in the United States during 2024 was "election," followed by "Donald Trump," "Connections," "New York Yankees," and "Kamala Harris."

GLASSDOOR

According to HR Dive, "The 2024 word of the year is "divisive," according to Glassdoor's 2024 Best and Worst of Worklife wrap-up. In Glassdoor communities, mentions of the word "divisive" grew 33 percent during 2024, which the organization said was related to a range of issues, including election concerns, toxic workplaces, and shifts in company stances on diversity, equity, and inclusion (DEI) initiatives."

GLICKED ENTERS THE LEXICON

While two summer blockbusters from 2023 created a new portmanteau (a word formed by combining the sounds and meanings of other words), "Barbenheimer" derived from BARBIE THE MOVIE and OPPENHEIMER, 2024's pre-Thanksgiving weekend saw the arrival of "Glicked" to promote WICKED and GLADIATOR II. According to CNN, "A lesson learned is that two very high-profile movies can go head-to-head, and both can thrive in the theatrical marketplace."

According to Yahoo Entertainment, "Celebrate "Glicked" by watching both movies either as a double feature or over the course of a weekend and dress the part donning something earthy and Romanesque for Gladiator II and either Galinda pink or Elphaba green for Wicked."

CALIFORNIA REMOVES THE WORD "SQUAW"

The state of California is removing the word "squaw," a derogatory term for indigenous women, from dozens of place names across 15 counties. According to CNN, "For decades, the names of more than 100 of the state's parks, buildings, streets, bridges, and other geographic features and locations have included the term, which is considered racist and offensive toward Native American women, according to a bill signed into law by California Governor Gavin Newsom in 2022. The updated place names were expected to go in effect by January 1, 2025. The upcoming changes are part of nationwide efforts to examine and replace derogatory terms on geographic features." 

SWIFT-ONOMICS

Two terms have appeared as a result of Taylor Swift's international fame: "Visitor Economy" and "Economic Fairy Dust" = the impact on local economies where she performs because visitors flock to each location's airports, hotels, restaurants, and more - and Swift dusts the cities with an economic boom.

KAMALA-MEMTUM

During the Democratic National Convention in Chicago in August, upbeat Democrats rode a wave of "Kamalamemtum," or Kamala momentum.

NOVID

It may be nearly five years since the Corona Virus or Covid pandemic changed everyone's lives, but NOVID has become the term to stand for NEVER HAD COVID.

ADDITIONS TO MERRIAM-WEBSTER

During October, Merriam-Webster announced the addition of 200 new words and definitions. Some of the additions include: beach read, true crime, heat index, For You Page, nepo baby, far right, far left, and MAGA. According to Peter Sokolowski, Editor at Large for Merriam-Webster, "Our lexicographers monitor a huge range of sources to select which words and definitions to add. From academic journals to social media, these give us a very thorough view of the English language." And according to Gregory Barlow, President of Merriam-Webster, "The one constant of a vibrant living language is change. We continuously encounter new ways of describing the world around us, and the dictionary is a record of those changes."

During 2024, leadership expert Kevin Eikenberry wrote that five buzzwords lost their meaning. These buzzwords were synergy, alignment, leverage, collaboration, and culture. Eikenberry explained that, "when they become overused buzzwords, the cynicism in our minds mutes the power of the message." His suggestions for using these words to communicate effectively were: use them less often, choose synonyms, and define them again. He wrote, "Buzzwords exist and are a part of life. How we use them (or not) as a leader and communicator is entirely up to us. Choose how you use them wisely and your communication success will improve."

And, lastly, since this past year on December 25th, Christmas and Hannukah took place on the same day (for the fourth time since 1900), a new term appeared: Chrismukkah as a pop-culture portmanteau referring to the merging of the holidays of Christianity's Christmas and Judaism's Hanukkah.

As the famous writer Joseph Conrad wrote, "My task which I am trying to achieve is by the power of the written word, to make you hear, to make you feel - it is, before all, to make you see. That — and no more, and it is everything."

What words and terms will define 2025? We'll have to wait and see - but in the interim, join me on October 16th, 2025, to celebrate National Dictionary Day, which is celebrated on the birthday of Noah Webster. Browse through your dictionary in your free time and learn new words.

Image Credit: KHQ.

Curious as to which are the most misspelled words by State?

https://www.rd.com/article/most-misspelled-words/

Let's Celebrate Blogger Day!

Do you know today's significance? If you're reading this blog and/or write your own, then you probably know that today is Blogger Day.

Since 1999, each year on August 5th, Blogger Day is observed. A blog, a shortening of the word "weblog," is an informational website published on the Internet that consists of story-like text entries typically displayed in reverse chronological order.

According to Holidays Calendar, "Although blogs originally started out as the work of individuals, they have increasingly been used by organizations, universities, and media outlets to distribute information. Today, there are over 600 million blogs published among the 1.9-plus billion websites that currently exist on the Internet. Over 2 million blog posts are published every day. In the United States alone, there are over 32.7 million bloggers; and it's been estimated that approximately 80 percent of all Internet users read blogs."

So, to celebrate Blogger Day, I'd like to share my top ten favorite bloggers (in no particular order) who post regularly on their blogs - if you're not already familiar, check them out!

SHEP HYKEN - customer experience expert

https://hyken.com/topic/sheps-articles/

JIM JOSEPH - brand marketing expert

https://www.jimjoseph.com/new-blog

TIM CALKINS - brand marketing expert

https://timcalkins.com/

SUSAN FRIESEN / EVISION MEDIA - marketing expert

https://evisionmedia.ca/resources/blog/

BJ BUENO / CULT BRANDING - marketing expert

https://cultbranding.com/ceo/

MICHAEL MCKINNEY - leadership expert

https://www.leadershipnow.com/leadingblog/index.html

KEVIN EIKENBERRY - leadership expert

https://kevineikenberry.com/blog/

ERIC JACOBSON - leadership expert

https://ericjacobsononmanagement.blogspot.com/

ERIKA ANDERSEN / PROTEUS - leadership expert

https://erikaandersen.com/blog/

and

https://proteus-international.com/blogs/

KATHERINE SPINNEY - leadership coach

https://katherinespinney.com/coaching-blog/

SHARE THIS: It's been estimated that approximately 80 percent of all Internet users read blogs. #DebbieLaskeysBlog #BloggerDay

What blog do you follow on a regular basis? Chime in and share.

Image Credit: Freepik.

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.

Words and Terms that Told the Story of 2023

 

While many marketing and news commentators (including this blogger) have talked about the books, films, people, color, and notable deaths that made news during 2023, let's not forget the memorable words and terms that told the story of 2023.

MERRIAM-WEBSTER
Word of the year was AUTHENTIC, the term for something we're thinking about, writing about, aspiring to, and judging more than ever - and the word saw a substantial increase in lookups during 2023, driven by stories and conversations about AI, celebrity culture, identity, and social media. According to Merriam-Webster.com: "Authentic has a number of meanings including "not false or imitation," a synonym of real and actual; and also "true to one's own personality, spirit, or character."

Here were the other words that stood out in Merriam-Webster's dictionary during 2023:
* Rizz
* Deepfake
* Implode
* EGOT
* X
* Indict

OXFORD UNIVERSITY PRESS
Word of the year was RIZZ, a noun meaning style, charm, or attractiveness; the ability to attract a romantic partner. The word has been credited to YouTuber Kai Cenat.

CAMBRIDGE DICTIONARY
Word of the year was HALLUCINATE. The traditional definition of hallucinate is to seem to see, hear, feel, or smell something that does not exist, usually because of a health condition or because you have taken a drug. The new, additional definition is: "When an artificial intelligence (= a computer system that has some of the qualities that the human brain has, such as, the ability to produce language in a way that seems human) hallucinates, it produces false information. AI hallucinations, also known as confabulations, sometimes appear nonsensical. But they can also seem entirely plausible – even while being factually inaccurate or ultimately illogical. AI hallucinations have already had real-world impacts. A US law firm used ChatGPT for legal research, which led to fictitious cases being cited in court. In Google’s own promotional video for Bard, the AI tool made a factual error about the James Webb Space Telescope."

Here were the other words that captured Cambridge Dictionary's interest during 2023:
* Implosion
* Ennui
* Grifter
* GOAT (Greatest of All Time)

COLLINS DICTIONARY
Word of the year was AI, a set of technologies that enable computers to perform a variety of advanced functions, including the ability to see, understand, and translate spoken and written language, analyze data, make recommendations, and more.

MOST SEARCHED TERM ON GOOGLE
As of December 2023, the most searched things on Google were "YouTube” and "Amazon." During 2023, the most searched person was Taylor Swift, and the most-asked question on Google was, "How many ounces in a cup?"

Here were some terms that arose again and again during conversations and news reports during 2023:

CHATGPT: The powerful new AI chatbot tool that has been trained on vast amounts of online data in order to generate responses to user prompts. While it has gained traction among users, it has also raised some concerns, including about inaccuracies and its potential to perpetuate biases and spread misinformation.

NEPO BABY: A celebrity with a parent who is also famous, especially one whose industry connections are perceived as essential to their success.

CONSORT: Once the United Kingdom's Prince Charles officially became King Charles III at his coronation in May 2023, his wife, the Duchess of Cornwall became known as Queen Camilla. In a branding move that surprised everyone, she dropped the word "Consort" from her title.

PETFLUENCER: A person who gains a large following on social media by posting entertaining images or videos of their cat, dog, or other pet.

SLOWCESSION: According to Moody's Analytics, despite predictions of a recession during 2023, "The more likely scenario was a slowcession, where growth grinds to a near halt but a full economic downturn is narrowly avoided."

As the famous writer Joseph Conrad wrote, "My task which I am trying to achieve is by the power of the written word, to make you hear, to make you feel - it is, before all, to make you see. That — and no more, and it is everything."

What words and terms will define 2024? Keep up with the news, and you may find some clues.


Image Credit: Elsaspeak.com.

How a Positive Customer Experience Erased a Mistake

I don't know about you, but I receive tons of emails from companies. Some I've purchased from, others I have not. The bottom line is that I get too many emails, so when I receive some in error, I get annoyed.

This past week, I received two emails from a company that I purchased items from. Based on the content of the emails, I realized that they were order confirmations from last year. Since I had purchased the items last year, I knew that the emails were not spam, but of course, you can never be too sure.

Since there were two emails, I decided to call the company. As I was preparing myself for what might be an upsetting situation - what if the company was in a state of flux and had charged me again for the same items I purchased last year? - I heard this message:

"Thank you for calling. If you are calling because of some odd emails you received, please accept our sincere apologies. We have upgraded our systems, and some customers received email confirmations of previous orders in error. Again, this was done in error as we upgrade, and we are very sorry. Please ignore the emails. If you are calling for another matter, please hold for a customer service rep."

All I can say is WOW. While this company was unable to stop the emails from being sent in error, someone had the good sense to record a voice message that would IMMEDIATELY address the situation when a customer called to inquire about the emails.

Crisis averted, and averted in the best way possible.

Of course, to add a little extra goodwill to this situation would be to send all customers a coupon for a 10 percent off a future purchase. That might result is some unexpected sales.

How would you have handled this situation?


Image Credit: YourDictionary.com.

How and When Should a Brand Apologize?

 

Recently, United Airlines experienced delays and flight cancellations due to weather in the Northeast. Naturally, this caused customer dissatisfaction. However, the most upsetting news surrounding this situation was that the CEO of United Airlines, Scott Kirby, took a private jet from Teterboro, New Jersey to Denver, Colorado, the same day that United canceled 750 flights.

Should Scott Kirby have taken a private jet? A spokesperson for United said, “Scott Kirby made the wrong decision, which was insensitive to customers who were waiting to get home.”

Should United Airlines have done more to accommodate passengers who were stuck at airports without hotel rooms?

Should United Airlines have done more to accommodate flight attendants who were also stuck in cities without hotels and waited on hold for hours to find out their flight assignments?

Who was monitoring United Airlines’ social channels to respond to customers with cancelled flights?

After what seemed like forever, Kirby provided the following statement, “Watching our team firsthand with our customers at four different airports and during countless meetings this week, it’s clear to me that they represent the best of United, and I regret that I have distracted from their professionalism. I promise to better demonstrate my respect for the dedication of our team members and the loyalty of our customers.”

Would that so-called apology work for you if you had spent the night at an airport while thinking of Kirby flying from New Jersey to Colorado? Definitely not! There should have been a better speech writer in Kirby’s team. And what about offering customers flight vouchers or free drinks at the airport upon arrival?

Has your brand ever had to apologize to customers? What words were used? What was the tone of the message? Did your CEO post a video to YouTube or your website?

In this era of seeing news almost as it happens, it’s important for all brands to have a crisis communications strategy before it’s needed – and adding a script for apologies should be part of that plan.


Image Credit: TravelWeekly.

Words and Terms that Told the Story of 2022

 

Many marketing and news commentators have talked about books and films of the year, person of the year, color of the year, and notable deaths of the year. However, let's not forget memorable words and terms of 2022.

DICTIONARY.COM
Word of the year was WOMAN, "one of the oldest words in the English language; one that's fundamental not just to our vocabulary but to who we are as humans. And yet it's a word that continues to be a source of intense personal importance and societal debate. It's a word that's inseparable from the story of 2022." During the Supreme Court confirmation hearing for Judge Ketanji Brown Jackson in March 2022, she was asked, "Can you provide a definition for the word 'woman?'" She responded, "Not in this context - I'm not a biologist." In addition, women in Iran led massive demonstrations and became TIME Magazine's Heroes of the Year. And last but not least, the 1973 landmark decision Roe vs. Wade was overturned in June 2022.

MERRIAM-WEBSTER
Word of the year was GASLIGHTING, defined as "the act or practice of grossly misleading someone especially for one's own advantage."

OXFORD DICTIONARY
Term of the year was GOBLIN MODE, defined as "a type of behavior which is apologetically self-indulgent, lazy, slovenly, or greedy, typically in a way that rejects social norms or expectations."

GLASSDOOR
Term of the year was RETURN-TO-OFFICE. Since many employees preferred working from home or working in a hybrid capacity, employers continued to have conversations with employees about returning to their offices. Calls for employees to be back at their desks were met with pushback.

MOST SEARCHED TERM ON GOOGLE
In both the United States and globally, the most-searched term was WORDLE, a five-letter guessing game owned by The New York Times. According to Google, its annual Year in Search examined "the moments, people, and trends that sparked our collective curiosity on the search platform," noting that Wordle was the "top trending search globally, as guessing five-letter words every day became a way of life."

WORLD HEALTH ORGANIZATION (WHO)
The WHO renamed monkeypox as MPOX because the disease's original name played into "racist and stigmatizing language." Both names will be used simultaneously for one year while monkeypox is phased out. According to NPR, "The one-year delay is necessary so that publications and records can be updated, and the delay should ease experts' concerns about potential confusion over renaming a disease that's currently causing an outbreak."

In addition, MERRIAM-WEBSTER added many new words this past year. Here are some that stood out:

*Pumpkin spice (thanks to Starbucks and competing coffee shops)
*Metaverse (thanks to Facebook, or Meta)
*Booster dose (thanks to the Covid pandemic)
*Video doorbell (thanks to home security systems)

And some terms were part of everyday conversations and news reports during 2022:

*Great Resignation: This term was coined by Anthony Klotz, a professor of management at University College London's School of Management, in May 2021. But the Great Resignation is an ongoing economic trend in which employees have voluntarily resigned from their jobs en masse, beginning in early 2021 in the wake of the COVID-19 pandemic.

*Quiet Quitting: an alternative to resigning. According to The New York Times, "It's a rejection of the idea that work has to take over your life and that you, as an employee, should be going above and beyond your role." While the term may be new, the behavior used to be called "presenteeism" and "lack of engagement." According to Marlene Chism, "It's a story about the unempowered employee and the giant corporation...The antidotes to quiet quitting is to face issues head on - to stop avoiding and start leading."

*Quiet Firing: when employers intentionally treat employees so badly that they will leave their job. Some examples include: being overlooked for meaningful tasks; lack of wage increases; decrease in communication/facetime with supervisors; workload at unmanageable levels; making work-life balance impossible to manage; and overall poor work environment.

As the famous writer Joseph Conrad wrote, "My task which I am trying to achieve is by the power of the written word, to make you hear, to make you feel - it is, before all, to make you see. That — and no more, and it is everything."

What words and terms will define 2023? We'll have to wait and see.


Image Credit: Calimedia via Shutterstock.com.

How Has Your Brand Reacted to the #COVID19Pandemic?

Life has changed dramatically over the last few weeks since the COVID-19 crisis hit the United States. Also referred to as the coronavirus pandemic, most Americans have been directed to stay-at-home to minimize the risk of catching or spreading the virus. As a result, non-essential businesses closed their doors - which has led to an eruption of email marketing campaigns so that brands can stay in touch with their customers and fans.

Has your email box been overflowing? Mine certainly has. I have received emails from brands I regularly support - retail brands as well as nonprofit brands, as well as brands that I may never have communicated with via email.

The following resembles the content of the emails that I've received:
BRIGHTON - jewelry brand: Brighton your day. Faith. Hope. Love.

TALBOTS - clothing brand: A love note from your Talbots family - while our retail stores are temporarily closed, we'd love for you to still visit us online.

LOVEPOP - greeting card brand: At Lovepop, our mission is to create one billion magical moments by helping people connect with those that they love. In today's situation of isolation and social distancing, this feels more important than ever.

SKIRBALL - museum brand: It's an unprecedented challenge to serve as a place of meeting when we cannot meet in person. We look forward to welcoming you back. Until that time...we're all in the same boat! By staying safer at home for the common good, let's navigate this storm together. We invite you to #SkirballAtHome. We've compiled new content and resources to help during this time.

LINCOLN - car brand: Doing what we can, where we can. That's the Lincoln way. Nothing is more important than your well-being. And now more than ever, your home is your sanctuary. So, as the COVID-19 virus presents new challenges every day, we're taking steps to minimize direct contact, while making your Lincoln ownership experience as easy and flexible as possible.

CANINE COMPANIONS FOR INDEPENDENCE - nonprofit brand: When the world needs love, our dogs are there. Staying paws-itive during ruff times. (This nonprofit even provided a link to its puppy cam!)


According to Jeff Beer of FastCompany:

"There seems to be three tiers of brand emails at this point. First, the service message. This is the most important and helpful, the ones that inform us about a change in service, an updated policy, or a relevant discount. It’s the Gap telling you about store closures. It’s airlines keeping you posted on travel restrictions and flight updates. Tier Two is the Brand Friend. This is where brands who have built a direct line of communication with customers feel obligated to at least acknowledge the situation, even if it’s just to say hi with a “We’re all in this together.” The third tier is the seemingly completely random, we-just-happened-to-have-your-email-thanks-for-buying-our-cat-food-three-years-ago message."

In addition, marketing and advertising are changing almost daily. More from Jeff Beer of FastCompany:

"As the spread of COVID-19 began to rapidly increase, sports leagues like Major League Baseball and the NBA began suspending play, and the NCAA made the move to cancel the March Madness basketball tournaments. Ford had planned to boost ongoing campaigns around its Escape and Explorer models with ads during March Madness but now had to alter its approach, and quickly created two new ads that addressed the crisis, launching them just days later. In those spots, the company said that if customers were impacted by COVID-19 and were financing or leasing through Ford Credit, they should contact the company about payment relief. It’s a move that the company routinely does around regional emergencies, like hurricanes and wildfires — but typically doesn’t advertise."

So, what has your brand done or will do to make an impact during this crisis? What message has your brand communicated? If your brand does something truly memorable, it might just be regarded as a defining moment for your brand and will be remembered long after the pandemic ends.
___________________________________________________________

Follow along by AdAge: A regularly-updated list tracking marketers' response to coronavirus
https://adage.com/article/cmo-strategy/regularly-updated-list-tracking-marketers-response-coronavirus/2244251

See an appropriate cartoon by Tom Fishburne (@TomFishburne on Twitter):
https://marketoonist.com/2020/03/communicate.html
 
From FastCompany: Why every brand you’ve ever bought something from is sending you coronavirus emails
https://www.fastcompany.com/90479646/why-every-brand-youve-ever-bought-something-from-is-sending-you-coronavirus-emails
 
From FastCompany: ‘We’re all in this together’? Why brands have so little to say in the pandemic
https://www.fastcompany.com/90483063/were-all-in-this-together-why-brands-have-so-little-to-say-in-the-pandemic
 
Image Credits: Brighton, Twitter, Budweiser, and Walmart.

How Inviting Are Your Brand's Surveys?

Most brands conduct market research and send surveys to customers, fans, and other stakeholders on a regular basis. There is a simple reason why. We all want a pulse on our products and services. Are we hitting the right target audiences? Do they like what we offer? Do they want to make either minor or major changes? Do they want us to introduce sub-brands? There is something, though, that most brands forget when they distribute survey requests: How do you inform someone that they don't qualify after you already asked?

In today's online and social world, most survey requests are distributed by email or text and contain a link to the actual survey. This is because it's very easy to create a survey using a free or competitively priced online tool, such as, SurveyMonkey, Google Forms, SurveyPlanet, etc.

The initial request may even offer something of value to the recipient which makes taking the survey attractive. There may be a guarantee of something of value, or in most cases, there is the possibility of winning a gift card, an Apple product, etc.

The offer of something of value may entice a recipient to spend the time taking the survey, but the likelihood of completing the survey depends on the number of questions, the level of detail, and the amount of time necessary. The likelihood of having a survey of five or fewer questions completed is much higher than a survey of 20 questions and multiple screens.

Anyhow, most brands don't spend the time to consider what happens when a possible survey taker does not qualify to take the survey. This recipient of the "ask" email or text receives the ask and responds with a click to the actual survey. He/she is then asked to answer one qualifier. That question could be "What is your occupation?" or "What is your age?" or "Where do you live?"

If the recipient does not answer the qualifier question correctly, then he/she does not fit into the demographic group that is desired for the survey. So, what happens at this point? Most brands may have a screen that says, "Thank you, but you're not part of the demographic we want to answer our survey." Or, even worse, since the initial ask may have indicated, "Your Opinion Matters," apparently that is not the truth - and your brand may lose a customer or annoy the stakeholder.

This situation presents an amazing opportunity for the brand to talk directly to a customer, fan, or stakeholder BECAUSE YOU ALREADY HAVE SOMEONE'S ATTENTION:
1. The brand could introduce a new product or service
2. The brand could share a testimonial
3. The brand could share an interview with the President/CEO
4. The brand launch a new loyalty program
5. The brand could promote a partnership with a community nonprofit

So, remember, surveys should be considered another element of your overall customer experience, and important touchpoint in your customer journey. What did your brand do with its last survey? Chime in and share.

Image Credit: Touchpoints Research.