Category Archives: Brand Fail

Retailers & Service Providers still don’t get social media

I live in an area that has been hard hit by hurricane Irma.  However, we, like a lot of other people, had ample warning and were able to evacuate safely.  You would think that retailers and service providers would have triggered resources to help them provide good customer service but they still don’t get social media. Continue reading

Stop thinking new customers and take care of the ones you have

A study, conducted by Bain & Company, along with the Harvard Business School, shows that, “Increasing customer retention rates by 5% increases profits by 25% to 95% .  Yet a lot of brands are willing to ignore customers who voice concerns or complaints about their products and instead focus on obtaining new customers. Continue reading

CPG brands: Out of touch with consumers

So why are so many consumer packaged goods brands in trouble?  Just watch their TV commercials for a good idea.  A cereal maker, trying to tell us their cereal is healthy because it’s non GMO despite the fact that there is enough sugar in a box to put us all in shock. How about Hershey’s advertising their sugar bomb sandwich with marshmallows and graham cookies?  You would think that with all their data they would know better. Continue reading

The end of online ads?

Both P&G and Unilever have pulled back on their digital spending, materially reducing their budgets as well as the number of sites they buy on.  Procter & Gamble and Unilever have both aggressively pushed for more transparency in the murky digital media landscape in recent years, even threatening to pull back on digital spending unless the system is cleaned up. And now, it seems like the world’s biggest advertisers are putting their money where their mouths are. Continue reading