Advertising Archives - Bodine & Co.

Just Say No To Silver Platters — And Yes To Co-Creation

Jan. 16, 2020 by Kerry Bodine

I worked at an advertising agency for just over a year. (A year and a day to be exact.) Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. And when we were ready, we’d (Read More...)

Marketing Through Valuable Experiences

Sep. 27, 2017 by Kerry Bodine

I first read Gilmore & Pine’s The Experience Is the Marketing on a cross-country flight sometime around the year 2007. Their article was already several years old at that point, but their ideas made me want to jump out of my seat with joyful cheers: “To be clear, we’re not talking about ‘experiential marketing’ — (Read More...)

3 CX Lessons To (Re)Learn From The 2017 Super Bowl Ads

Feb. 6, 2017 by Kerry Bodine

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. And yet, errors and missed opportunities abounded in last night’s game. Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! 84 (Read More...)

Broken Promises: United Airlines Edition

Aug. 4, 2016 by Kerry Bodine

On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. The email read, “‘Friendly’ now means more than it ever did. It means being user‑friendly. In other words, flyer‑friendly. We’re giving you an unmatched global (Read More...)

The Secret To Customer Happiness: Realistic Expectations

July 20, 2015 by Kerry Bodine

Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable (Read More...)

Another One Bites The Dust: JetBlue’s Broken Promises

July 2, 2015 by Amelia Sizemore

I’m not angry, JetBlue. I’m just disappointed. Ok, I’m actually pretty miffed, as are many, many others. Last November, when JetBlue announced upcoming changes to its baggage policy and its plans to chop legroom, I wasn’t worried that my flying experience would worsen. Though I’m a frequent JetBlue flier, I’ve checked a bag only twice (Read More...)

The Smartwatch Experience Falls Victim To High Expectations

June 11, 2015 by Kerry Bodine

If you’re in the market for computers you can strap to your body, you’ve come to the right future. You can control your PowerPoint presentations by waving your arms, track your vertical drop as you hit the slopes, and keep track of what Fido is up to while you’re at work. Want to take your workouts (Read More...)

The Super Bowl’s Biggest Loser? Facebook

Feb. 2, 2015 by Kerry Bodine

The Super Bowl is an annual bellwether for how brands and traditional ad agencies think about digital marketing and multichannel customer experiences. Since 2007, I’ve been watching with one eye on the game and the other on how TV ads promote (or don’t) digital channels. Over the years, we’ve moved from basically zero mentions of (Read More...)

Nationwide’s Super Depressing Super Bowl Ad

Feb. 1, 2015 by Kerry Bodine

Anyone watching Super Bowl XLIX surely experienced what I did. During a commercial break early in the game, a black cloud suddenly appeared, the air rushed out of the room, and everyone feel silent. The reason? Nationwide Mutual Insurance Company decided that this would be the perfect time to remind us that our kids might (Read More...)