I recently finished listening to an audiobook entitled Words That Work, by Dr. Frank Luntz. Being a marketer I found the subject matter more than interesting. It’s relevant. Communication is what marketing is all about. Critics can’t seem to get past Dr. Luntz’s past political affiliations and experiences, but I believe behind each of his stories there is something to be learned about our language and how the words we use affect communication.
There was one particular story from the conclusion of the book which stuck out to me. Dr. Luntz recounts a common experience that occurred in his house growing up. His family had a housekeeper that would come to their house a couple of times a week and every week his mother would have tremendous difficulties explaining to the housekeeper exactly what she wanted cleaned. In her frustration his mother’s voice would just get louder and louder until the point that she was yelling at the housekeeper. Dr. Luntz looks back on these accounts and points out that his mother thought she wasn’t being heard when in all actuality she wasn’t being understood.
As marketers we must realize this distinction. When our message isn’t being understood we must adapt and change it. Making it louder and more intrusive doesn’t make it comprehendible. If the message is right, all it will take is a whisper.




Last Friday, celebrity Britney Spears decided that she would kill her pop icon status, which took over a decade to create. Her brain waves were obviously malfunctioning when she shaved her head outside of a closed salon in Sherman Oaks, California. A celebrity’s visual image, or visual brand, should be one of their most valued assets. A superstar career is based on talent and ability but more than anything it is built on public image. And when I say image, I mean they must look the part. Take the TV show American Idol for example. Every once and a while you will see a contestant on the show that can belt out sweet lyrics like a pro, but because they don’t look the part they are turned away and even if they are advanced to the next round their success is short-lived. Britney’s carelessness with the scissors reminds me of similar situation that Keri Russel found herself in while staring on the hit TV series
As everyone knows atmosphere plays a big role in the success of any restaurant. Atmosphere seals the fate of any dining experience. People don’t eat at expensive restaurants solely for the cuisine. They want an experience. They want something to talk to their co-workers about on Monday.











Recent Comments