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Archive for the ‘Public Relations’ Category

Failing Rock Group Games The Web

Thursday, April 3rd, 2008

So I think Counting Crows is one of the best bands of the past two decades. No Led Zep but who is or was? At their best, Counting Crows was genuinely good, original, and at times (Recovering The Satellites, Anna Begins) exceptional.

And then they lost the artistic magic or Adam got tired or who knows what but a devoted following sat in disgust listening to Hard Candy, the first Milk Dud by a group of guys who seemed incapable of sinking so low.

Ok, so they had a loser. Everyone is entitled to a bad day now and then and so the devoted waited for the recovery album. And waited. And waited. And nothing…..

Until late last month when the band on the run released Saturday Night and Sunday Morning.

It is a clunker. It is a once seamless band that made magic instinctively now trying too hard. You can hear the hard work. You can hear all the old riffs repeated here.

I think they knew it. I think they recognized this was January compared to August And Everything After.

So what do they do to breathe some life into a wounded bird? They try all kinds of traditional PR, which will drive some heightened anticipation for sure, but it’s sales they want. You can’t take anticipation to the bank.

They know a little secret about the Internet. You can listen to it. You can hear it. So they take the only hook song on the album, You Can’t Count On Me, create a landing page, give you a link to download and viola, digi does what print can’t even touch. (It’s not called a hook for nothing). It sells songs.

There is still a huge place for traditional PR in traditional media. And we should play it like it’s 1953. But with one hand, while the other is on the mouse. Because that “huge place” is relative and gets smaller every day.

And if you can’t hear the hook, you ain’t buying.

Think about it. The Web sings…..literally.

Mark Stevens

CEO

Revenge Of The Risk Takers

Thursday, March 6th, 2008

Today, I had lunch with two people I had never met before and it was one of those unusual encounters where the conversation zipped through a nanno second of small talk and zoomed into the heart of things. Into what’s this crazy thing called life all about and how do we leverage it to the hilt.

And I found myself ripping into one of my riffs about the two kinds of people on the planet. So now I’ll do it again to you. (At this point you may want to hit delete because this may be the musing of an overly philosophical mad man?).
So, the two kinds of people:

* Those in the “life protection” business.
* The tiny minority in the “live life like a reckless adventure” business.

Safety FirstThe former want to be safe. To protect themselves from life’s curve balls.
To avoid risk. To be middle managers. To wear sunscreen. To drink wine spritzers. To do business as usual on the job because, well, it’s safe. To follow the rules. Anyone’s rules. Oh God, those rules are comfort food for the life protectors.

The latter say, I can’t protect against the vagaries of life. I can only wander out into the great blue unknown and revel in it. And if the sands shift or the plates slide or the bets come up bad or the curve balls come flying one after another, so what the hell. What the hell. What the flying hell. I will find a way to deal with it. I will see it as reason to think harder and smarter and cagier and to find a way to reinvent the wheel or to paint a gorgeous picture worthy of the Museum of Modern Art. I will walk right up to the safe middle managers so smug about their blemish-free performance record (never wandered from the straight and narrow, never made a single mistake) and I would break a rule righBungee Jumpt before their eyes. A sacred company rule. And then I would know how Picasso felt when he started turning French women into African masks. And when he made love in the middle of the day with a paint brush in one hand and a bottle of Bordeaux in the other.

Life needs livers. Risk takers. Dangerous minds. Total crazos. Lindberg.
Disney. Lauder. Houdini. Bezos. Jobs.

And we might as well all join category two. Because the life protection business doesn’t work. In the end, we all end, but the space from the beginning to the end is where the action is. And the action belongs to those who laugh at risk. Who jump into the water without a life preserver, swim the English Channel, stare down the sharks, best the world’s speed record, invent a novel category of software, put their chips on the line, fight to make it work and do it all again the next day.

That’s the arena. Everything else is like watching a concert atop Yankee stadium. Now that’s scary!
Mark Stevens
CEO

Customer Service, In Search Of The DNA.

Thursday, February 21st, 2008

have a nice day A few days ago, I was bestowed with a charming and old-fashioned gesture: A wish to “Have a Wonderful Weekend.” The problem is, the gesture was plastic. Literally. It was stamped on a bag of band-aids and toothpaste I’d purchased in a local pharmacy. Perhaps I am a cold-hearted SOB, but I don’t get the warm and fuzzies when a bag whispers sweet nothings in my ears. In fact I wanted to, and ultimately did, tell the pharmacy they would be advised to replace the weekend “love note” with one that reads: Whatever You Need, Whenever You Need It. Just call us at xxx or visit us at pleasingyoumakesushappy.com.

Why wasn’t this done at the outset? Why won’t they do it ever? Because what used to be one-on-one customer service that came from a culture that truly respected and appreciated customers as the soul and the lifeblood of a business has been reduced to a series of monotonous and superficial scripts that come from nowhere near the heart:

Have a nice day.

Please hold, we’ll be right with you.

If you would like to talk to a live person, press the pound key.

Well actually, I would prefer to talk to a dead person-or even a plastic bag- than push ten more buttons until I find someone totally annoyed that they have to DEAL with a customer. What’s really happening is that businesses are so focused on consummating transactions that they spend no time building enduring relationships. Plastic bags can’t do it. A “Thank You For Your Patronage ” note stamped on an invoice can’t do it. The only way it can be done is if Management develops a culture that truly embraces customers.

The classic customer service survey asks people:

1. Do you like our products/services?

2. Would you buy them again?

3. Would you recommend them to a friend?

What they don’t ask goes to the core of great business, of extraordinary companies:

Do you have faith in our company? Do you think we are committed to you?

They don’t go beneath the surface, the superficial, the scripts because they don’t want to know the answers. They don’t care. The DNA of true customer service, of businesses built on relationships as opposed to transactions, has virtually disappeared. Sadly, today’s managers think it’s all in the plastic bags.

You’re Invited to Ward Pound Ridge Reservation

Friday, January 4th, 2008

Ward Pound Ridge Invite

Back to Nature: A spiritual gathering with Mark Stevens at Ward Pound Ridge Reservation

Location: Ward Pound Ridge Reservation

Meeting Place: Trailside Museum Parking Lot

Date: Saturday January 26, 2008

Time: 12 noon - 1pm

Ward Pound Ridge Reservation means something special to us all. It is a place that helps dreamer’s dream and lover’s romance. Those with a heavy heart walk free from their sadness and melancholy if just for a moment. So magical is this place that something spectacular happens at the reservation everyday.

Something magical happened to Bedford resident Mark Stevens on a cold blustery day in 2005. He experienced an epiphany. Under a lone tree that soon became Stevens’ inspiration for the next year, he sat down and feverishly tapped the entire contents of his latest book, “God Is A Salesman” into his Blackberry.

Inspired by Ward Pound Ridge and in particular one tree, Stevens wrote a business book that illustrates how the power of faith can be cultivated and employed in all aspects of life and business. Referring fondly to this spot as the “God Tree” Stevens sees the miracle of worship brought out from the houses of prayer, away from the formalities of a sermon and laid bare in nature right here at Ward Pound Ridge Reservation.

Join him in the wilderness at Ward Pound Ridge, one of the most spiritual places on earth to experience the wonders of freedom, having faith can bring. Hear the story of how our beloved Ward Pound Ridge led to one of the most widely anticipated books, worldwide and how Stevens believes a great and genuine life is built on five key pillars.

This is a meeting with a difference…. it will be held at the reservation. There is no fee but please wear clothing suitable for the outdoors. If you have any questions, please feel free to contact Melinda Mullin at Tel: 914 251 1500 ext 14.


www.godisasalesman.com
MSCO 800 Westchester Avenue, Rye Brook, NY, 10573Directions to Trailside Museum Parking Lot

Ward Pound Ridge Reservation
6 Reservation Road,
Cross River, New York, 10518
Telephone: 914-867-7317

Interstate 684 to exit 6 (Katonah/Cross River). Turn onto Route 35 East for approximately 4 miles to Route 121 South. Turn right the entrance to Reservation is on left. The Trailside Museum Parking Lot is located inside the park about a mile and a half from the entrance.
Technorati Profile

Want More of Mark Stevens’ Insights?

Friday, November 2nd, 2007

What’s that you say? Can’t get enough of Mark’s wit, insight and Unconventional Thinking?

Well you’re in luck! Because Mark is BrandWeek Magazine’s latest blogger:

Mark Stevens new BrandWeek Blogger

Mark is described by the magazine as :

Mark Stevens is CEO of consulting and marketing firm MSCO in Rye Brook, N.Y., and one of the cadre of new Brandweek Bloggers.

In addition, Mark gave the keynote address at the recent Platinum PR News 2007. Click the link below to watch Mark’s interview about the future of PR.

Platnum PR Awards Keynote Speaker Mark Stevens

PR News Platnum Awards Interview

Mark in USA Today - The value of PR

Wednesday, August 8th, 2007

Click on the image to read the whole article on the USA Today Website.

USA Today Article

Mark Stevens is in the national spotlight again, this time in a page 3 story in USA TODAY: “CITIES DRAW LINE ON RISQUÉ BILLBOARDS”.

 

Photo of the USA Today ArticleHundreds of new visitors came to MSCO’s Web sites, no doubt intrigued by the message and asking: Who gets to decide what’s OK and what’s risqué?

 

The articles begins: “Mark Stevens has seen his website’s name in the clouds, if not exactly in lights: ‘www.YourMarketingSucks.com.’” The reporter, Charisse Jones, then gives an account of how this message was posted on a billboard purchased by Stevens, and one day, without notice, explanation or reimbursement, he drove past it only to find the message removed.

 

The article identifies similar billboard messages across the country taken down because of one or several complaints. But ask yourself: Do you have a right to eliminate or remove everything you disagree with or don’t like? Is that the American way? Or do we behave like adults who know that everyone won’t agree or like every thing, and move on.

 

Read the article online to get Mark’s reaction, and comment on the story yourself.

http://www.usatoday.com/news/nation/2007-08-06-billboards_N.htm

 

In case you missed the kerfuffle earlier you can read Mark’s original post here: Mark Stevens Vs. Warren Buffet And you can read some of the comments on the issue here: Comments on Billboards that Suck

And we’re interested in knowing your take on this whole issue, even if you made a comment earlier… leave one now.

By: Chris Kieff

The Case Against Wal-Mart is a Sham

Monday, May 14th, 2007

Imagine this: a company arrives in town and offers the good people who live there jobs. No one is forced to take one. No one holds a gun to their head. The same company then has the temerity to say, “If you work hard and serve our customers well, we will promote you from within.” Horrors.

Now let’s look at the other side. A company arrives in town and offers the good people who live there just about anything they want for less money. The bastards actually save people money. Money they can use for nest eggs and college tuitions. Why doesn’t the National Guard march in and close down a company like this?Get your I Hate Walmart T-Shirts here!

Hearing Wal-Mart’s detractors you would believe the company is a disgrace. Instead it is a national treasure. Sam Walton started with an idea, and with drive and determination he built a wonderful business. Isn’t this the essence of capitalism? Oh, but wait a minute, do the Wal-Mart whiners want capitalism?

Oh, I know the school of hatred that says Wal-Mart arrives in towns and crushes the local merchants. The ones who charge you more? Who lived off the fat of little or lazy competition at your expense? Here’s what I say to that: Wal-Mart is great for competition. I have competitors. I lose business to them. When? When they are smarter or cheaper than my company. And it makes me think:

  • How can we raise the bar on our work?
  • How can we be as efficient as possible?
  • Do we do enough to promote from within?

Can You Handle Wal-Mart's Competition? Photo from Google ImagesWalk the streets around any Wal-Mart in the world. What will you find? A mass of small businesses that found a way to survive, to thrive, precisely because they understand business is a jungle and that they can’t rely on the whiners to protect them. If any of these small businesses become the next Starbucks, the whiners will want to punish them for their success in a heartbeat. Blame global warming on them. Toss them in the prison for the rich and throw away the key.

And by the way, on those same Wal-Mart streets you also find a Target, which became an exponentially better business competing with the house that Sam built.

If you don’t have a Wal-Mart on turf, pretend you do. Go to sleep concerned. Never settle for how your business currently performs. Declare war on every aspect. Leave no rocks to hide under.

And Wal-Mart stop wasting good shareholder dollars on PR to silence the whiners, because you can’t. This is their sex.

Mark Stevens
CEO

The Most Dangerous Term In Business

Monday, February 26th, 2007

The most dangerous term in business – marketing department – sounds harmless enough on the surface. In fact, it may even sound like a good thing. The company has a function dedicated to marketing the business: meaning that there is a constant march toward growing the customer base through acquisition and cross selling.

Never mind that most marketing actually sucks and fails to stay focused on those key goals. There is another equally ominous danger here. That is, establishing a marketing department effectively balkanizes marketing ideation and implementation from the development and execution of the company’s core business strategy. This cannot be allowed to happen. Marketing is the process of growing a business. To separate it from the development and execution of business strategy means that you are effectively diminishing the impact marketing can have on the company.

You know how it goes: the top people in the company, be it the president or a management team, develops a plan for how they want to grow the business, and once that is set in stone, they turn to the marketing folks (some think of them as marketing flakes, which they often deserve, because they do not force themselves into the business-building process). The tools and initiatives required to grow the company have to get force-fed into a strategy that has already been signed, sealed and delivered by the powers that be. What an idiotic mistake.

Think of it this way: imagine a general contractor showing up on a vacant lot all set to construct a new building. The contractor knows that he wants to build a 24- story office building that he can sell to a real-estate investor. Is that a strategy? Yes. But the contractor never bothers to hire an architect to create a blueprint for the building he envisions. So he simply lays the foundation and puts up a structure, floor-by-floor, on a haphazard basis, knowing only that he wants to wind up with 24 floors. Without a blueprint guiding his work, the contractor builds a lopsided/miss-matched/leaning tower of Pisa building that no one would ever want to buy, much less, lease space in.

Does your business have blueprints? Photo from Google images

The same thing happens when the architects of business growth (the marketing department) are absent from the development and implementation of the strategic plan. With this in mind, every company and organization should take the following steps:

  • Stop allowing your marketing people to be balkanized into a department.
  • Instead, make the marketing people part of the management team.
  • Weave the marketing people through all of the company’s processes from the beginning
  • You may wonder why marketing people should be woven through the HR function. People are the most important asset in selling a business and its products/services. The personalities must be such that they understand the company’s core mission and value proposition
  • Make certain that everyone sees marketing as an important part of their jobs. This runs the gamut from the president who must lead the business from the standpoint of marketing its growth every single day in every single way to the manager of a business unit who recognizes that the only way to fuel the company’s growth and to build careers, is to achieve that steady drumbeat of growth, growth, growth.

Don't be chained down liberate yourself. Photo from Google images. Marketing is business. Business is marketing. They are one of the same. Almost every company that has achieved enormous growth and served as a model for others – think of Nike, Dell, Polo Ralph Lauren, Sony – has faced the world and conquered it, not just as technological experts, or fashion divas, or superb advertisers, but instead as organizations that placed marketing at the sweet spot of the business and let it permeate out to touch every single facet of the company.

Starting today, liberate “the marketing department”… and let marketing truly flourish.

Mark Stevens
CEO

Tell me how your Marketing is integrated in your business?

This article was originally published in the MSCO Newsletter in 2005

Jet Boo-Hoo

Tuesday, February 20th, 2007

Jet Blue Airlines, Picture from Google imagesSouthwest Airlines, Picture from Google imagesAeroflat Airlines, Picture from Google images
Isaac Newton always has the last laugh. And this time he’s laughing so hard you can actually hear it.David Neeleman CEO of Jet Blue, Picture from Google imagesYes, I remember when you launched the airline David Neeleman. We even shared the dais at a speaking engagement at the time. Back then, it was all hoopla and fun and games as your first crews of on board flight attendants were buzzing with goodwill and tossing around blue chips and telling jokes…..and oh, it was like a Super Bowl party with good friends. And back in the boardroom, you and the other hot shots were slapping each other on the back and drinking champagne as you stuck fingers in the eyes of the dumb bastards who ran the giant carriers with their pissed off crews and dog food meals.And then life happened. Your service turned from the gimmick of the month to just another ordeal in the sky. And it got harder to make money. And your role model, Southwest, was watching with glee as the latest impostor fell on its butt.Isaac saw it coming. He always does. In business and in life: “Every action has an equal and opposite reaction.”

But that’s the good news. Last week Jet Boo-Hoo went from miserable to embarrassing. Not only that it had to cancel a zillion flights. Not only that it did everything possible to mistreat and piss off customers. Not only that it looked worse than Aeroflot. Not only that Neeleman went from chief cheerleader to self-described chief apologist. More important, that he is not really apologizing but simply following some half ass book on PR crisis management.

Why do I say that he is completely insincere and playing games again? Because someone was responsible for this monumental fiasco and that person has not been fired. Instead, Neeleman, the would be man of the people, is shielding that someone from the fate they deserve.

Great managers declare war on their businesses. And as part of this, they terminate people who make customers suffer. Yes, the buck stops at the CEO’s desk and admitting mistakes is honorable but protecting the culprits is weak and clubby and an insult to customers.

You can turn this around David. Will you? Isaac is watching. (and I say let’s boycott the bastards until we see proof that they really care.)
Mark Stevens
CEO

Do YOU think someone should be fired?
Post your comment below…

The Discussion on Billboards that Suck.

Friday, February 2nd, 2007

This Blog Post is by Chris Kieff
Editor of Unconventional Thinking

Most of our readers get this blog via our email system. This means that you’ve most likely missed the naked breastlively debate that’s running on the blog about whether we are, to use the words of another blogger; “Rude, Crude and Socially Unacceptable

Since the “Mark Stevens Vs. Warren Buffet” blog has received 25+ comments (as of Thursday) we felt that there is enough interest to reprint the excerpts from some of the best comments for all of our readers to see and consider.

I’ve found it interesting that while the comments on our blog are very nearly 50/50. Which may be because of the back and forth dialog. The voting on BrandSizzle is clearly running 89% that Clear Channel should not have violated their contract with MSCO, vs. 11% that Clear Channel was right in removing the ad. While several of the commenter’s noted that it was purely the use of that term in the title of Mark’s books which caused them to pick the books up, and ultimately buy them.

There was much speculation that Mark and by extension the rest of us here are childless, which is quite wrong- the children of staffers exceed the employee count (as it should). However, we do live in the NYC area and so believe that we may be more tolerant than some other areas. But that didn’t stop our friend over at Net Jets.

The one point I found conspicuous by it’s absence was that offensive ads for all manner of things were never brought into the discussion. Blatant sexuality is tolerable, but the mention of a word that has one meaning of a sexual nature is unacceptable? Look at the cover of Cosmopolitan Magazine that any 6 year old can see in the supermarket, I’m embarrassed by the language used.

The SEX he'll die forDoes Mr. Net Jet worry about explaining these to his daughter?

Sex Tricks He’s Never Seen Before: The Outrageous ‘Rock’ Technique And 21 Other Moves That Will Make His Thighs Go Up in Flames!”

“Turn your man into a YOU pleasing sex genius”

“The Sex he’ll die for!”

I would propose that in common usage today; “that sucks” doesn’t carry any sexual meaning, while “that blows” certainly does. I think that the Net Jets executive is a little behind the times, while perhaps MSCO is a little on the leading edge in our usage of “sucks”. In another 5 years the point will be moot, (a word that’s reversed it’s meaning in the last 15 years,) by which I mean it is not going to be worthy of discussion.

I think that the real issue here is that some fat cat Net Jet executive threw his weight around simply because he could make the little guy suffer. There are many other egregious abuses of social standards that could and should be fought. But this jerk decided that he would take on MSCO purely because he would win, because he’s working from a position of the Big against the Little. He doesn’t fight against Cosmo because it’s strength against strength and he won’t win that one.

And finally a message for our clients, and those who read this blog looking for business insights. In order to engage your prospects- you must engage with them to create a dialog. While this discussion is only thinly related to the business of marketing, it is highly engaging to many intelligent people who read it. Now our task it is transitioning this engagement into a business engagement with those who have found us anew as a result.

Selected Excerpts from comments to Mark Stevens vs. Warren Buffet:

You can read the full comments here:

Mark (not Mark Stevens) says, “The word sucks is offensive because of it’s sexual root which is why it gets peoples attention and I am guessing why you used it.”

Gaston M. says, “If he really cares that much, why stop at MSCO why not keep crusading against all the bad words seen in the media? ITS RIDICULOUS!!!”

Paul says, “However, “sucks” is not a word that is used in my household, either by the adults or the children. We find it in poor taste, and I certainly don’t want my 8 or 10 year olds thinking that it is anything but rude, despite the fact that I know they’ve heard it many times at the school yard.”

Paul says, “You aren’t being prohibited from publishing your book, or speaking in appropriate forums. Commercial speech is not the same as public speech, and has no absolute guarantee of privilege. Your website name in large letters on a billboard is offensive to community standards.”

Jordan M. says, “Clear Channel is doing you a huge favor because (hopefully) news organizations will pick up on this story and give your books and (delightful, talented) firm ‘free’ publicity.”

Paul says, “While the judgments of the mayor’s office and of Clear Channel’s management were wrong in how they dealt with this issue, neither is trying to hurt anyone. Rather, they are trying to respect that we are pluralistic, with many different views of what is acceptable in the community.”

Rajan S. says, “Just as we are expected to teach our children right from wrong, we are also expected to teach our children how to use good judgment, and part of that is knowing how to filter what they see, read and hear the second they step out of the household and in to the real world.”

Paul says, “I’ll be at the front of the line defending Mark’s right to use the word in the right context, but it has no place on a billboard that is seen by everyone.”

Andrea says, “With media on display and easily accessible by everyone at all times - online, in the middle of primetime television, on billboards - we seem to have to be more responsible for where our own eyes (and our kids) may linger.”

Marketing Recruiter says, Why is this necessary? Because it’s clutter busting? Because the URL was available? Maybe. But just as likely it’s because you may not have kids, or because the problem you caused with my kids is very abstract and not your problem. It’s selfish.”

Rajan S. says, I recall many times seeing billboards as well as public store fronts in shopping malls advertising the fashion company “fcuk”, which stands for “French Connection UK”. The “fcuk” is obviously meant to shock - read it fast enough and the other word appears. I don’t see anyone recalling those ads or preventing their children from going to malls.”

Gaston M. says, “Kids can watch TV or the news and learn about prostitution, the acts of rape & murder, money laundering, sex and all different criminal acts. Now someone puts the words SUCKS on the billboard and a community of parents are in uproar because it’s ‘offensive’…priceless.”

Paul says, “Many puerile-minded, insensitive and selfish “marketers” haven’t the intelligence to create marketing campaigns that don’t rely on below the belt shock factor to make their point

Nedra W. says, “They should have written policies regarding what falls within their guidelines of acceptability in terms of content. If they did not feel the word “sucks” was appropriate, they should not have agreed to post the billboard. Having signed the contract, they were then obligated to follow through despite the complaint they received.”

And now it’s your turn to sound off.

Is this a tempest in a tea pot?

A major social ill facing our society today?

Click on the comments below and add your bit.