Scott Flood

It’s About People, Not Products

Today's companies offer an amazing array of products and services. Surprisingly, the best way to promote those products and services is to stop talking about them. No, I’m not advocating that produ...... Read More

Kvetching Employees Kill Reputations

There's a lot to bemoan about the state of customer service, but one particularly disturbing trend I've noticed is a growing number of employees complaining in the presence of customers. On numerou...... Read More

Marketing Wisdom Outlasts Fashions

Every time someone invents a new marketing communications channel, many of its proponents will cast aside what successful marketers already know, insisting that this one is really different, and th...... Read More

Making Numbers Work Harder For You

Sencha CEO Art Landro believes the world has created more data in the last two years than in the preceding 5,000, and that we'll probably create even more than that before this year ends. In every...... Read More

An Old Marketing Tool With New Power

Looking for a better way to connect with customers and prospects in this technology-rich, multi-channel environment? Would you think I was crazy if I suggested using a channel that was developed in...... Read More

Disagreeing Isn’t Inherently Disagreeable

Most of us have an inherent distaste for conflict. And somewhere along the way, society has reached a conclusion that disagreement is a bad thing. When it comes to business advice and decisions...... Read More

You Want People to Feel, Not Think

I've seen organizations make a lot of mistakes in marketing communications, but one looms over all of them as the most common with the greatest impact. It's the mistaken belief that the best way to...... Read More

Two Rules to Prevent PR Disasters

There was a time when a mention of United Airlines conjured the company's enduring slogan, "Fly the friendly skies of United." More recently, the storied airline's name has been linked with less-fr...... Read More

Deceit is a Lousy Way to Start Relationships

A greeting-card envelope appeared in this week’s mail. No return address, no stamp, just a colorful envelope. Curious, I slit it open and discovered an internet provider’s latest pitch, ingeniously...... Read More

The Myth of Emphasis

You’ve just developed a letter, an email, an article, or a blog post, and one sentence is particularly important. You want to make sure nobody misses it. So you should put it in ALL CAPS, RIGHT? Wr...... Read More