• Label Marketing Faces Ongoing Challenges

    Mark Lusky November 14, 2016
    The “perfect storm” of labeling challenges is intensifying. There are three main components: increasing consumer demand for accurate and comprehensive ingredient inclusion, continuing efforts to “spin” products in their best l…

  • Follow-through makes or breaks customer service success

    Mark Lusky October 14, 2016
    What’s worse than a bad customer service attitude? Bad follow-through. Clearly, corporate America has adopted the “fair and friendly” customer service demeanor when interacting with customers. We’re overrun with solicitous, we…

  • GMO label requirements drive product, marketing modifications

    M September 7, 2016
    By and large, labels are supposed to be a positive marketing tool – touting product highlights and promoting credibility. But what happens when newly-passed legislation requires labeling to disclose something perceived as negative, in turn maki…

  • When customers complain, rejoice!

    Mark Lusky July 15, 2016
    Unhappy, vocal customers are a company’s best friend. No matter what industry you’re in, what service you perform, what product you make, or what marketplace you serve, the common thread is the invaluable role that complaining customers p…

  • Labels reveal customer-friendly, health-promoting secrets

    Mark Lusky May 20, 2016
    Recently, there was a post about Kraft Macaroni and Cheese replacing dyes with the ancient spice turmeric, known for its anti-inflammatory properties and potential aid as a cancer-fighting agent. According to the New York Times, it was a “new…

  • Labels as anti-marketing tools

    Mark Lusky April 8, 2016
    Escalating regulations, rapid-fire social media accountability and fears of lawsuits are forcing manufacturers to shift their labeling from maximum saleability to maximum “failability.” At least in some cases. A recent report in the Wi…

  • Warm, fuzzy labels offset high-tech customer service headaches

    Mark Lusky March 21, 2016
    While labels typically are viewed as branding and information tools, they also can serve a vital customer service role – helping “humanize” Interactive Voice Response (IVR) and other frustrating tech-oriented customer support protoc…

  • Product marketing reaches crossroads: proprietary vs. public

    Mark Lusky, Editor January 25, 2016
    Longstanding proprietary (aka secret) practices of product makers and their retail networks are being called to account in ways never before experienced. A recent fortune.com article illustrates the private/public tug-of-war now being fought by such…

  • One person or experience can drive long-term loyalty

    Mark Lusky November 20, 2015
    Often lost amid anger at poor customer service is the power of one – one person or experience that can turn a company, product or service into a rock star. I recently was reminded of this important asset while attempting to deal with, of all th…

  • When words cut like a very expensive knife

    Mark Lusky October 13, 2015
    When it comes to labels, consider your words carefully. Jessica Alba’s Honest Company is having to address a $5 million class-action lawsuit that alleges her products don’t live up to their “natural and effective” claims, acco…

  • Order-taking vs overbearing

    Mark Lusky September 7, 2015
    When was the last time you visited a doctor, car mechanic, or other “advisor” and had the response to your question about what you should do thrown back in your lap? It’s happening more often. No doubt some of it ties to the liti…

  • Label promotions go off the beaten path

    Mark Lusky July 21, 2015
    Labels are a product’s “front door.” While websites, social media and collateral materials support promotion of a product, its most powerful and up-close marketing tool is the omnipresent label. Of course, it isn’t always u…

  • Train customers to offer good service

    Mark Lusky June 3, 2015
    Overwhelmingly, the focus of “good customer service” is on the service provider. But, lost in the all-consuming drive to make and keep customers happy is their responsibility to return the favor. Why should a customer need, or want, to…

  • Micro-size your marketing efforts

    Mark Lusky April 16, 2015
    Noted author and blogger Seth Godin recently blogged about the rise of micro production and marketing leading to the fall of mass production and mass media marketing. The days of creating mass quantities of stuff, then marketing it to the masses thro…

  • Respond to negative reviews, reward positive ones

    Mark Lusky March 9, 2015
    Both negative and positive customer feedback can build profitability. Don’t ignore either. Acknowledge and in some way reward positive comments; respond and attempt to remediate negative ones. This includes everything from online reviews and fo…

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