Mangled Message: I Never Sausage a Bad Mascot

Mangled Message: I Never Sausage a Bad Mascot

Our latest Mangled Message™ illustrates the messiness of “sausage-making.” Actually, in this case, it is a big mess caused by sausage-mascot-making. Denny’s recently introduced a new mascot that is intended to be a sausage—a more humanized, hat-wearing sausage. Much of the intended audience—at least the loud subset of the audience which is active on Twitter—has interpreted it otherwise. Let’s just say that their descriptor rhymes with “bird.” Or “absurd.” And there are a lot of bathroom references. And hashtags such as #literallypoop. ...

Steph Curry and Nike’s PowerPoint Blunder

“Find” and “Replace” would have saved millions for a particular group of Nike executives.

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How Buyers are Different When Other People are Involved

We human beings can be a strange lot when in our role as consumers. As just one example, we tend to behave differently as buyers when other human beings are involved in the process of selling to us. Some new research has now quantified the degree to which fear of embarrassment, or fear of being wrong, has an impact on buying behavior.  

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Build Your Business: How to Share Your New Story

Build Your Business: How to Share Your New Story

A new year tends to track along with new challenges and opportunities in our businesses, doesn’t it? When I speak with organizational leaders I learn about all manner of changes afoot in 2017. Some companies have acquired businesses (or have themselves been acquired). Some are introducing new products and services, or have dramatically enhanced the capabilities of existing products. Others have grown into new locations or means of distribution. Some have a new category of customer. Many others recognize that they need to reposition themselves in the marketplace in order to deal with new competitors. ...

Mangled Message: Three Airlines and One Collective Message Fail

Our latest Mangled Message cannot be limited to a single organization. This time it’s a three-headed monster from the airline industry.

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Mangled Message: Some Pictures Are Not Worth 1,000 Words

Mangled Message: Some Pictures Are Not Worth 1,000 Words

Our latest Mangled Message isn’t necessarily offensive or damaging, mind you—but it struck one reader as an odd waste. I agree. ...
Olympic Swimmer Ryan Lochte is In Too Deep with this Mangled Message

Olympic Swimmer Ryan Lochte is In Too Deep with this Mangled Message

This one was almost too obvious—yet, you have spoken. Despite a few challenges (including a green, algae-laden diving pool) the Rio Olympics were defined by outstanding performances by athletes such as Michael Phelps, Usain Bolt, Katie Ledecky, and Simone Biles. Then Olympic swimmer Ryan Lochte came along. ...

Mangled Message: The Rockets’ Red Glaring Error

“Oooh…aahh…wow…hey, wait a minute!” Something wasn’t quite right about one of America’s most-watched fireworks displays.

Across America, millions of TV viewers were watching the annual PBS live special “A Capitol Fourth”—which includes the huge Independence Day fireworks show over the U.S. Capitol’s West Lawn. Onscreen were brilliant fireworks bursting against a clear sky, even though it was cloudy in Washington, DC on the night of July 4th. And there was another clue: some footage of the supposedly live fireworks showed the Capitol dome without any scaffolding.

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5 Marks of a Mangled Message

As the late Stephen Covey demonstrated during presentations of his 7 Habits of Highly Effective People, we often can best understand a concept by studying its opposite. So, in the spirit of understanding what it means to effectively “manage the message” all the way from strategy to real customer conversations, let’s look at the characteristics of a poorly managed message.

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Mangled Message: Dumb and Dumber?

Our latest Mangled Message for your enjoyment, edification, and comments comes from American Airlines.

American lost track of the luggage of a hearing-impaired couple (James Moehle and Angela Huckaby) who were returning from a vacation in Hawaii. Once the bags were found and delivered to the couple’s Texas home, this note was included. The couple was offended by the “dumb” reference and has let their feelings be known to ABC and other media outlets. 

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