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Dusting Off the Best of Storytelling, Branding and PR

Hey, if Bono can assemble some of his favorites into “U2’s Greatest Hits,” why can’t I do the same with blog posts? Exactly. Tapping posts published between 2012 and 2014, here’s the latest version of Ishmael’s Greatest Hits (minus the tinted shades and tattoos). The Worst Customer Service Narrative in the History of Branding United …more

“The Time to Repair the Roof is When the Sun is Shining.”

This quote from John F. Kennedy is one of my favorites and definitely relevant to the Agency’s trajectory. Last year was the first time in our history that all geographies — Asia, the U.S. and Europe — generated double-digit growth. From this position of strength, we’ve made several recent changes, including the hiring of Mark …more

Trump’s Job Description for Press Secretary: “Make Communications Great Again”

Communications debacle after debacle have riddled the Trump administration, the latest involving the firing of FBI Director James Comey. TIME Magazine called the Comey firing “a gross miscalculation, like reaching for the gasoline can in order to extinguish a grease fire.” Naturally, Trump’s knee-jerk reaction was to throw press secretary Sean Spicer under the bus. …more

College Grads, Time to Break the Rules for Resumes and Cover Letters

Millions of college students are about to graduate and strike out in the real world, some with shiny apples in hand. Given that the number college grads far exceeds the available entry-level jobs, finding that first gig can feel like the search for a donut at Deepak Chopra retreat. . But there’s a sure-fire way …more

Apple’s Savvy in Communicating a Job-creation Narrative

Apple plays the communications game with the ferocity of the guy at the poker table with all the chips. It has a way of exerting its will on others, including journalists. Combining an unconventional media relations strategy and owned media, the company’s announcement of a fund for advanced manufacturing dominated the media at the end of …more

PR Insights from Reverse Engineering a New York Times Corporate Feature

A corporate feature in a mainstream publication is the PR equivalent of a home run. No question, PR is constantly swinging for the fences. Unfortunately, the success rate for PR is more Duane Kuiper (below) than Babe Ruth. Obviously, a number of variables come into play in determining whether a journalist and the bosses green …more

United Airlines’ Latest Customer Letter Hits the Right Notes

It’s easy to pile on United. More than the mistakes, it’s the type of mistakes, lacking that quality known as common sense. I’ve certainly taken my shots at United over the years with posts ranging from “The Worst Customer Service Narrative in the History of Branding” to the recent “United Enters Third Stage of a …more

Industry Recognition Matters

We learned earlier this month that The Holmes Report named us one of five finalists for Tech Agency of the Year in the U.S. While some pooh-pooh awards, I view the Holmes Report recognition as a big deal. Our staff works damn hard. They deliver outstanding work. Why shouldn’t they bask in a touch of …more