The Copernican Shift

Marc Stoiber, brand expert extraordinaire, joins me for a conversation about category creation, the collective wisdom of online communities, and the karma of enlightened self interest.

If you haven't yet joined Marc's BrandDIY Facebook group, then what are you waiting for? Seriously, just do it now: www.brandDIYgroup.com

Every winter, the Rockefeller Center in New York displays a beautiful, stately, lush Christmas tree. Or do they?

This year's tree borders on the scraggly side, and is being described on social media as the perfect metaphor for the year that shall not be named. On today's episode we explore the chasm between promotion and reality, and why the Rockefeller Center should lean into this year's Charlie Brown tree.

Humans have always been communicators. And for most of our history that communication has been 1:1 (or 1: few). Until the 20th century, that is, when the explosion of mass media turned us into passive participants. The Conversation Web changes that. Messaging, social media, and forums have created a 1:1 communication renaissance that's a cornerstone of customer experience management.

Nobody knows customer experience better than Disney. Today we celebrate the birthday of the cartoon mouse who started it all, and look at the famed Disney CX magic. Customer Experience is temporal, and the most recent customer experience is the one people remember the most.

What does a 100-year-old chemical company know about social marketing and customer experience? A lot, actually. Rust-Oleum is using modern channels to predict color trends and micro-market to crafters and DIYers around the world. We paint the town red in today's episode.