I often speak to business and civic organizations. My basic keynote presentation is called Bold Brands Win, which should be no shock to Weekly Report readers. In my presentation I give examples of Bold Brands and dive into the difference between the 3 kinds of Brands.
1) Brands you know and LOVE.
2) Brands you know and DON’T LOVE.
3) Brands you’ve never heard of.
Just because a company has had sales success or an edgy ad campaign, doesn’t make it a bold brand. To the contrary, some of the biggest companies in the USA have terrible brand images. If you don’t believe me just pick a major airline or a cable company. Most of them suck.
Customer service at Comcast got so bad years ago that a 76-year old retired nurse and grandmother walked into a Manassas, Virginia Comcast office, wielding a hammer and smashing laptops. She wasn’t feeling very “Comcastic” that day, but she did get attention. The judge gave her suspended sentence, because he had dealt with that Comcast office too. The media firestorm that followed found millions of fed-up customers and ignited a social media consumer revolt. The Comcast guy sleeping on the couch video followed, shortly after consumer-centric website www.ComcastMustDie.com was launched. In my speaking engagements I offer some easy-to-follow, sometimes in-your-face advice for companies that want to build a BOLD brand. Rule #1: “Don’t Suck.”
Today, news travel fast. Instantly, within milliseconds, a disgruntled customer can slam you on social media. Now more than ever customer service is key. Yes you provide great widgets, but without GREAT customer service, you’ll never connect with customers on a positive emotional level.
Over the past decade Comcast has made customer service its top priority, but still lags behind rivals in JD Power rankings. Maybe changing their name and re-branding to Xfinity helped. I wonder how bad things will get at United Airlines before they have to re-brand. (They lost Jack‘s luggage this week on the way to the UK.)
If you’d like to book me as a speaker at your next meeting or conference, email Katie “Bossy Rossy” Rossberg and we’ll put it on the calendar.
Monday, May 27 – #MemorialDay
On Monday the Madison+Main-iacs all spent Memorial Day with their families. Account Manager Leanne Ferry went golfing with her boyfriend and parental units. Art Director Carissa Ghaffari battled the heat as her baby boy Donovan sipped from the sprinkler. And I did nothing for once. Regardless, we were all with the people we love, remembering the bravery, commitment, and sacrifice that others have made for our country. #Thankful
Tuesday, May 28 – We Make Paper Look Good
On Tuesday morning I and my fellow Midlothian Rotary Club Members were treated to a great presentation from Caley Cantrell, author, professor, and Head of Strategy Track at VCU‘s renowned Brandcenter. Caley did a great job explaining VCU’s graduate program, the #1 rated advertising school in the country.
Have you ever seen a beautiful business card? Now you have. This week our creative team designed these beauties for our client Harbison & Kavanagh. Comment on our Facebook page and let us know what you think of them! We’d love to hear your thoughts.
Wednesday, May 29 – 4 More Years! 4 More Years!
On Wednesday we celebrated Director of Account Services Kaitlin Thomas‘s four year anniversary. She has decided to run for a second term. To celebrate, we drank Tito’s Vodka straight from the bottle.
Wednesday evening Communications Manager Kent Brockwell met with his Commonwealth Times alumni to plan their 50th anniversary celebration. VCU’s independent student newspaper has given us many notable of journalists and communications pros since the summer of ’69.
Thursday, May 30 – It’s A Pawty Up In Here
We are very, very excited to announce our client Toby Town RVA‘s Grand Opening Pawty that will happen on June 22 from 10 a.m. to 2 p.m. Toby Town RVA is doggy daycare and staycare with a twist, and we are thrilled to have worked with them to develop their brand from the very beginning.
Congratulations to owners Gloria and Kath Ruggeri!
Friday, May 31 – Hitting Rock Bottom
As you may recall, our favorite fish Je-sus died and we sent him to the Swirly Gates. Since then, things haven’t been the same. Earlier this week his buddy Trent (rhymes with Kent) also went to goldfish heaven. Office Manager Katie Rossberg and I spent our lunch hour cleaning the tank and making sure our three remaining fish, No Name #3, Landy, and Bart have a safe place to swim. If it doesn’t work, they will soon join their buddies in the mighty James River. #ChiefCookAndBottleWasher #ServantLeader #ILookSoHappy #GoldfishAreDisgusting
A Few of Our Favorite Events
Stony Point Fashion Park | N. Chesterfield, VA
June 8, 2019 | 8-10 a.m.
For the seventh year in a row, underwear-clad runners, joggers, and walkers will be descending on Stony Point Fashion Park in the name of colorectal cancer awareness. The Boxer Brief 5K is Hitting Cancer Below The Belt‘s largest fundraiser and awareness event of the year. Plus, this year’s event features a post-race stretch led by Bryant Johnson, personal trainer and author of “The RBG Workout,” who you might’ve seen on Stephen Colbet’s show. Even if you aren’t a runner, this is a really fun event to attend and the Madison+Main-iacs will be there, too! Registration is now open!
A. Smith Bowman Distillery | Fredericksburg, VA
June 15, 2019 | 11 a.m. – 5 p.m.
Give dad a day he won’t forget and head up to Virginia’s oldest distillery for a day of tours, tastings, great food, and live music. Plus, don’t miss the annual Barrel Regatta at 1 p.m., where dads will be competing against each other for glory and bragging rights as they paddle homemade bourbon barrel boats to the finish line. Learn more on the Distillery’s Facebook page.
Madison+Main Summer Mixer
Madison+Main | Richmond, VA
June 19, 2019 | 6 p.m. – 8 p.m.
Come spend some time with the Madison+Main-iacs and all of our friends, clients, and partners at the 2019 Summer Mixer. Free hotdogs, hamburgers, beer, and great conversation at the Madison+Main office located at 101 East Cary Street. RSVP today to let us know you’re coming!
Toby Town RVA Grand Opening Pawty
Toby Town RVA | Richmond, VA
June 22, 2019 | 10 a.m. – 2 p.m.
Grab your family (including the furry ones) and join us for a day of games, giveaways, vendors, dog adoptions, and food trucks! It’s the perfect opportunity to tour Toby Town RVA’s vibrant facility and meet their dog-loving team! The first 150 guests get a free made-to-order Joey’s Hot Dog, and the first 500 guests get a free Kona Ice!
Got an upcoming event you want to share? Can we come? Send us the deets!
“It takes 20 years to build a reputation and 5 minutes to ruin it. If you think about that, you’ll do things differently.”
— Warren Buffett