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BINDEX 09/12/2017 1:17:21 Page 284 Index A AIR MILES, 251–252 Accuracy, speed vs., 201–202 Al-Asady, Zaid, 193 Actions, by leaders, 19 Alexis, Michael, 199 Activism, on social media, Alexis, Michaela, 38, 150 256–258 Algar, Trevor, 237 AdBlocker, 164–165 ALS Association (ALSA), ADT Canada, 12–14 256–258 Advertising: “ALS Ice Bucket Challenge,” changes in creation of, 225 256–258 false, 110–111 Amazon, 275–277 on Google Home, 27 Amazon.com, 134 Super Bowl,COPYRIGHTED 140 Amazon MATERIAL Go, 276 Advertising campaigns, plagiarism American Airlines, 188–189 in, 112–115 American Cancer Society, 102 Advisors: Anderson, Ami, 96 and crowdfunding platforms, 135 Andrew, Jill, 98 seeking out, 63 Apple, 1, 2, 162–163 Agrawal, Miki, 62 ARF David Ogilvy Awards, 196 AirBnb, 206 Artwork, online theft of, 36–38 284 BINDEX 09/12/2017 1:17:21 Page 285 Index 285 Ashley Home Furniture Store, Beautification app, at Samsung, 73–74 78–79 Associated Press, 39 Beauty and the Beast (film), 26–27 Astley, Amy, 117 Be Bangles, 143–145 Atari, 93, 94 Belhouse, Nadine, 150 Atomic Spark Video, 159–160 Benefit corporations, 22 Attention: Bensi, 90 to broader market, 188–189 Benson, Michael, 170–173 to positive social media postings, Best Western, 206–208 254–255 Bezos, Jeff, 196, 275–277 Attleboro, Massachusetts, 96 Big Ass Fans, 75 Audience: Big Cheese Club promotion, 122 building, via social media, 101 Bissell, 232 for Super Bowl Bissell, Kathy, 232 advertisements, 140 BitTorrent, 212–213 Audits, company, 6–8 Blaskie, Erin, 24–25 Australia Post, 143–145 Bloomberg, 89, 275 Autism, Chuck E. Cheese’s Bloomingdales, 199 accommodations for children The Bod (diet), 18 with, 95–96 The Book of Business Awesome/ Automotive industry: UnAwesome (Stratten and dealers and manufacturers Kramer), 72, 130 in, 126–127 Brands, using products from gendered marketing by, 57–58 hated, 24–25 salespeople in, 151 Branded social media accounts, service departments in, 150–151 removing fired employees’ access to, 86–88 B Branding, xii Banking industry, violations of trust building, for charities, 186 in, 155–157 and consumer perspective, Banner, David, 76 212–213 Basic Economy fare, at United customer’s role in, 203 Airlines, 264 Brand Pulse, 156 Bassen, Tuesday, 36–38, 40 Brand unity, franchises and, Beatles, 35 270–272 BINDEX 09/12/2017 1:17:22 Page 286 286 INDEX Brave Beauty in the Face of Center for Science in the Public Cancer, 91–92 Interest, 110, 111 Brazil, Ford branding in, 90 Change.org, 141 Breitbart News, 234–235 Charity, as core of business, The Brick, 72–73 236–237 Brogurt, 60 Charity Water, 184–187 Bushnell, Nolan, 93–95 Chatelaine (magazine), 70–71 Businesses, starting, 221–222 Chief executive officer (CEO), Business cards,, as “gifts” for founder as, 62 customers, 136–137 Children, customers of companies Business life, personal life vs., aimed at, 95 243–244 Children’s clothing, gender bias Business News Daily, 245 in, 44–46 Business success, xiv–xv Children’s music, 34–35 China, Mercedes-Benz branding C in, 90 Cade, Robert, 75 Chipotle, 33 Cadillac-branded coffee Chouinard, Yvon, 19–23 house, 216–217 Chouinard Equipment, 20 Caesars Palace, 209–211 Chuck E. Cheese, 93–96 Calendars, managing content Cleaning products, gendered mar- with, 30 keting of, 60 Canadian Broadcasting Company Clearance sales, at RadioShack, 86 (CBC), 138 Click bait, 29 Cancer: Clinton, Hillary, 118 Sephora’s classes for people Clorox Company, 130–131 undergoing treatment for, Coca-Cola, 182–183 91–92 “The Coffee is Cold” (podcast), 85 as weight-loss strategy in Cohen, Marshal, 21 Cosmopolitan,17–18 Cohen, Pieter, 274 Carroll, Dave, 267–269 Coke Freestyle machine, 182–183 Carson, Harry, 76 Cold medicine, gendered marketing Celebrity endorsements, 47, 48 of, 59–60 Center for Autism and Related Colleges, use of social media Disorders (CARD), 95, 96 by, 168–173 BINDEX 09/12/2017 1:17:22 Page 287 Index 287 Colloquy Customer Loyalty Content, context of, 158–160 Census, 252 Content-first media, 70–71 Colton, Charles Caleb, 36 Content marketing, quality of, Comfort, and customer loyalty, xv 64–66 Comic-Con Humanitarian Content theft, 36–40, 102, 112–115 Award, 101 Control, over social media, Communication: 152–154 at growing company, 63 Controversial issues, weighing in before team-building exer- on, 180–181 cises, 54–55 Convenience, and customer Communication tools, adoption loyalty, xvi of, 24–25 Convergence: Community, building, with social and charity, 237 media, 168–173 and customer loyalty, xvi Community involvement, 271–272 and ethical practices, 231 Company culture, 268–269 Conway, Kellyanne, 166–167 Company policy, as excuse, Cookies, 9–11 147–148 Coolest Cooler (project), 134 Competition Act, 178–179 Corona, 201 Complacency, at ADT Cosmopolitan (magazine), 17–18, Canada, 12–14 57–58 Complex Media, 64–66 Cost, and customer loyalty, xv Concern for customers, 16 Crate and Barrel, 221–222 Cone Communications, 174 Creative destruction, xii “Confessions” series, 41 Creativity: Congruency: expressing, 69 of brand and company, 61–62 and gimmicks, 191–193 and marketing, 174–176 in social media marketing, Connections, building, with 229–230 consumers, 231–232 Crohn’s disease, 4 Consumerist.com, 86 CrossFit, 219 Consumer perception: Crowdfunding: and branding, 212–213 established brands use of, and sharing on social 129–131 media, 243–244 of failed products, 132–135 BINDEX 09/12/2017 1:17:22 Page 288 288 INDEX Curry, Steph, 4 Dannelly, Devan, 170–173 Customers, selecting images that Dao, David, 266–267 represent, 97–99 Data, proper use of, 27 Customer complaints, responding Data collection: to, 81–82 to guide marketing strategies, Customer feedback, responding 195–197 to, 206–208 and innovation, 182–183 Customer loyalty, xv–xvi at Target, 27–28 becoming a habit for customers, Daycare centers, viral posts 15–16 from, 181 for Chuck E. Cheese, 95 Dear, Matthew, 213 at LEGO, 123–125 Debriefing, after team-building and unhelpful employees, exercises, 55 259–260 Debt, and crowdfunded products, Customer loyalty programs, 132–133 251–253 Decision making, by leaders, 19 Customer relationship management Delivery: (CRM) software, 25 customer service during, Customer service: 146–148 after unexpected problems, food, 203–205 142–145 as part of customer experience, of Apple, 162–163 72–74 during delivery, 146–148 Delta, 265 Clint Greenleaf on, 4 Design Lab collection, 84 at Hammacher Deutsch (marketing agency), 193 Schlemmer, 104–107 Digiday, 41 online reviews as publicized, 279 Direct-to-customer selling, at public nature of, xii–xiii Tesla, 126 as responsibility of all DirecTV, 214 employees, 72–74 Dirty Jobs, 10 at Tesla, 127–128 Disclosure, in paid promotions, 83–84 D Disney, 26, 27 Dakota Access Pipeline Disruption, xii, xiii, 42 protests, 117 by Amazon, 275–276 BINDEX 09/12/2017 1:17:23 Page 289 Index 289 in print media, 223–225 Environmental impact, of ripple effects of, 194–197 products, 20 Doctors, responses to customer Environmental Protection Agency complaints by, 81–82 (EPA), 149 Domino’s Pizza, 15–16 Environmental responsibility, at “Donald Trump Is Gaslighting Patagonia, 21, 22 America” (Duca), 117 Escape rooms, 53, 54 Donnelly Ford Lincoln, 150 Ethical practices, xiii Dove, 231 effort required for, 273–274 Dress codes, of airlines, in marketing, 33 265–266 at Patagonia, 21 Duca, Lauren, 117 at PepsiCo, 111 at RadioShack, 85–86 E and vendor partners, 234–235 Eat24, 204 Evans, Sean, 65–66 Eberhardt, Jennifer, 240 “Everyday Grillers,” 195–196 Edginess, brand, 17–18 The Everything Store (Stone), 276 Edison Research, 195 Exploding Kittens (game), 100 Educational campaigns, at Explore Media, 113 Patagonia, 21 Effort: F and achieving solutions, Facebook, xii 238–240 data collected by, 28 and ethical practices, 273–274 Gatorade’s use of, 76 Electric car industry, 194–195 gift scams on, 244 Email subscriptions, fake urgency privacy of information posted in, 209–211 on, 81–82 Employee retention, 7–8 FaceTune, 78 Employees: Failure, fear of, 275–277 treatment of, 241–242 Fake news, 201–202 unhelpfulness of, 259–260 Fake reviews, 177–179 Engelbracht, Petrus, 191 False advertising, by PepsiCo, Entertainment, at Chuck E. 110–111 Cheese, 94–95 F.B.I. (Federal Bureau of Entrepreneurs, hubris of, 25 Investigation), 53 BINDEX 09/12/2017 1:17:23 Page 290 290 INDEX Fear of missing out (FOMO), 43 FunnyJunk, 102 Federal Trade Commission, 84 Fyre Festival, 47–49 Feedback, from customers, 183 responding to positive, 254–255 G reviews as, 245–246 The Gap, 45–46 Fernandez, Antonino, 201 GapKids, 45–46 Financial industry, privacy and Gatorade, 75–77 security constraints in, 41–42 Gatorade shower, 76 Financial success, xiv Gender bias, in children’s Firehouse Subs, 270–272 clothing, 44–46 Firehouse Subs Public Safety Gendered marketing: Foundation, 271–272 to men, 59–60 Firing, access to branded social successful, 61–63 media accounts after, 86–88 to women, 56–58 FirstWeFeast.com, 64–66 General Electric, 213 FitBit, 132 General Mills, 111 Fitness industry, 218–220 General Motors, 150–151, Fiverr, 177–178 216–217 Flare (magazine), 70 George, Adrian, 59–60 FOMO (fear of missing out), 43 Gervais, Ricky, 65 Food products, branding of, “Gifts,” business cards as, 136–137 110–111 Gimmicks, success vs. failure Forbes.com, 273 of, 191–193 Ford Motor Company, 90 Gino’s Pizza, 15 Founder, as chief executive Girl Guide Cookies, 9–11 officer, 62 Globalization, 21 Fox, Don, 271 Go (cannabis-infused France, employee dissatisfaction chocolate), 90 in, 248 Golden State Warriors, 4 Franchises, and brand unity, Goodlife, 220 270–272 GoodWell, 6–8