The $6.18 Customer Experience Difference Maker

I’ll make this quick. I know you’re busy. Anyone in this business has undoubtedly been exposed to the newest darling term among the marketing consultant set: “Customer Experience” or “CX.” Perhaps you’ve even been to a seminar or read a book on the subject of crafting a cradle-to-grave strategy to delight your customers, from the time they’re prospects to after-sale support. And perhaps you’ve wondered what that might mean in real-world terms. So check this out. Bought a new car recently. (The old clunker had clunked past 110,000 miles and it was time.) Perfectly pleasant buying experience, especially for a car…

read more..

The Peril Of Feeding The Content Beast

  “Feed me more pablum, Seymour.” So tell me: When exactly did content that’s good enough become good enough? Seems to me that it was right about the time that “content marketing,” bless its heart, swung the value pendulum from quality to quantity. To play the content marketing game, you’ve got to fill an online pipeline with words. Lots and lots of them, day after day, week after week. The beast is never satisfied — which is why our screens runneth over with insipid listicles and grammar-challenged articles and other utter pablum. That’s what happens when Content Audrey II says…

read more..

Snark Jumps The Shark

You’ve noticed it, right? The big ad world has gone soft. The biggest-spending Fortune 100 advertisers in the recent Super Bowl and the current Winter Olympics have created ads that would make Hallmark proud. Moms and toddlers. Puppies and horseys. Paraplegics and loved ones. America The Beautiful (sung in gasp! different languages!) All designed to tug at heartstrings and handkerchiefs. It’s a curious turn of events, since not very long ago, big advertising dollars were being spent to look edgy and snarky. Irony was in, sincerity was out, and you weren’t a cool advertiser unless your spot was the video…

read more..

I Know What You Did Last Hour

When you see a Facebook ad or Yahoo junk mail for a product immediately after you’ve done a search for it, it’s a wee bit unnerving, no? Sure, the NSA is tapping our calls, texts and emails, but that’s invisible. When Zuckerberg throws a too-personalized ad at you, though, he’s essentially saying, “I know what you’ve been doing online, and here’s proof.” Creepy? No doubt. But color me impressed as well. Throughout my umpteen years as a brand/marketing communications consultant, I’ve continually hammered home a central tenet for success: first determine who your customers are and what they want, then…

read more..

Self-satisfaction the iPhone way

  Apologies to all you clients waiting for Fatt Lipp to meet your deadline. I recently made the switch from Android to iPhone, and I’ve been wasting a lot of time checking out new apps, customizing yet another lockscreen wallpaper, or engaging in some other pointless solitary activity. In other words— appsturbating. How did it come to this? A little background: In the days before Verizon and Apple made nice-nice, I bought a perfectly serviceable Android phone, an HTC Incredible. By the time Verizon got iPhone, I had no logical reason to switch. Android really is a nice platform, in…

read more..

Epic Skyfail: The Name’s Brand. Failed Brand.

  “Ready for some fun? Neither am I.” Saturday night at the Fatt Lipp household. Curl up on the sofa with the missus and cue up the quintessential popcorn movie: a James Bond flick. Ol’ reliable. When you sign on for a couple hours with Bond, you’re choosing a brand that has delivered unflagging consistency over five decades. We all know the brand attributes: Creative action scenes. Deadly doodads. Stunning cinematography. Memorable villain. Exotic locales. Equally exotic women. And that trademark sophisticated bemusement, even in dire circumstances. In short, a thrill ride on the screen. Sit back and enjoy the…

read more..

Groundhog Year: Are you stuck in the same marketing loop?

What if you lived the same year over and over again? What if you lived the same year over and over again? What if that year was, like, 2003? Picture it: You wouldn’t do any online marketing. After all, companies, not customers, still control the marketing landscape. Your website can just lie there, closing its eyes and thinking of England, instead of working hard with inbound content that pulls in traffic and attracts qualified leads. You can spend your marketing budget on hidebound, outbound paid media, because in 2003, push still works, so why pull? You can still expect consumers to meet you…

read more..


  • 1720 Post Road East, Ste 214, Westport, CT 06880

  • 203 319 9380