Friday, October 23, 2015

How to Cater to Gen Z this Holiday Season

Although they are young, Generation Z has considerable buying power and influence. Gen Z will account for 40% of all consumers by the year 2020. Tweens today wield $43 billion in annual spending and influence another $150 billion.

Having grown up during Facebook, Twitter, and even the iPhone, Gen Z members are tech savvy and expect nothing less from the retailers they shop with. If you’re a retailer feeling overwhelmed and unable to be seen or heard over the constant onslaught of selfies and snapchats, don’t fret. 

There are four ways to better reach Gen Z this holiday season, read them and the entire article at 

Thursday, October 22, 2015

How to Win at Customer Service: Keep It Simple

Nearly nine in 10 internet users worldwide believe that good service makes them feel more positive about brands, according to an August 2015 Ovum and Opinium Research study. For marketers, the question is what makes customer service “good” enough to drive this result.

While 81% of respondents replied that they are only looking to have their questions answered—which implies quite a low bar to reach for adequate customer service—there are still ways for companies to stand out.

When asked why a recent positive experience with a company stood out, 46% of internet users responded that they felt their request was dealt with quickly. Another 30% said customer service had understood their issue and history. A picture emerges: Many internet users seem to be looking for simplicity, directness and speed.

So what actions do internet users take after a positive experience with customer service? More than six in 10 (61%) alert friends and family to the experience, and 38% of respondents write a positive review about the experience.

So how is YOUR customer service? Let us serve you today. Read the entire article here courtesy of

Wednesday, October 21, 2015


Getting the most bang for the buck is something every advertiser covets. With all the places to reach consumers these days—from full-page print glossies to online native advertising—brands are faced with increasingly tough choices. But while new digital formats are capturing headlines, traditional formats—specifically radio—could give advertisers the returns they want.
Source 2015 Nielsen

A recent Nielsen sales effect study examined radio’s return on ad spend in four retail categories—department stores, home improvement stores, mass merchandisers and quick-service restaurants. The research showed that, depending on the category, every dollar spent in radio advertising could generate up to $17 of revenue from listeners exposed to ads. Hispanic consumers led all categories measured in total spend and drove increased sales ranging from 9% to 49%.

The research combined data from Nielsen’s Portable People Meter (PPM) panel with Nielsen Buyer Insights credit and debit card data to measure sales driven by advertising. Study participants were separated into two groups and weighted to be identical on key characteristics including: age, gender, race, education, employment status, household size, children and buying history. The main difference between the test and controlled groups was radio exposure.

For each category, radio exposure positively affected bottom-line sales and drove new, valuable shoppers.

Tuesday, October 20, 2015

Remembering Luther, one year later

Courtesy of David Carroll at Chattanooga Radio @ TV

On Monday, October 20, 2014, I woke up and did my daily routine. First, I look at my phone. I check e-mails, messages, Twitter and Facebook. Most days I find I didn’t miss anything important.

But that morning, there was a message from Danny Howard, the manager at Sunny 92.3, WDEF radio. Danny used to invite me to fill in for Luther Masingill during his rare illnesses and vacations. Danny informed me that Luther had passed away overnight, and asked me to come to the studio to reminisce about his life. Of course, I said “I’m on the way,” before realizing I should probably shower and get dressed. In reality, I’m pretty sure I just stood around and processed it for a few minutes.

As you know, Luther was very special to me, and became even more so during the past few years. Even though he was 92, I wasn’t prepared for his death. For most of his life, he had an incredible run of good health. From back in the 1940s, all the way to 2002, he never called in sick. Not once. He loved his job so much, he often came in when he probably shouldn’t have. Starting when he was about 80, he would indeed get sick now and then, and he did miss a few days, when his wife Mary would insist he stay home. But he was what coaches would call a “gamer.” When his number was called, he stepped up to the plate.

He had beaten a couple of serious illnesses in the year before his death, and that may be why I was so surprised when I heard the bad news. In April 2013, he got a urinary tract infection, which is very painful, and often fatal for elderly patients. I went to see him in the hospital, and he was responsive, but weak. Upon leaving, I remember thinking that might be the last time I’d see him. So of course, a week later he was back on radio and TV.

Two months later, in June 2013, he was back in the hospital, this time with pneumonia. Again, at age 91, this was very serious. Many elderly pneumonia patients don’t leave the hospital alive. During this visit, he looked even sicker and weaker than he did in April. He was not as responsive, and honestly, I was sure I’d seen him for the last time. Well, you guessed it. A few days later he was back at work. So you can’t blame me for thinking he could beat just about anything.

As it happened, in mid-July of that year, I was scheduled to do a program about my Chattanooga Radio & TV book at the Tennessee Valley Theater in Spring City, Tennessee. The owner had asked me to put together a show with some pictures, video and jokes to entertain a theater audience. I gladly agreed, and for several weeks I worked on that show. Although I had taken Luther along to some events, I never even considered it this time due to his health problems.

About two weeks prior to the show date, he called me. “David,” he said, “I got a flyer in the mail, and it says you’ll be doing a show in Spring City on July 17. Would you like for me to go?” Of course I would, if he was able to do so. He loved the stories and the memories, and the audiences loved him. I would set up his jokes, and he delivered the punch lines with his great timing. “Luther?” I’d say, “Are you still doing your exercises?” “Absolutely,” he’d reply. “Every morning, I touch the tips of my shoes fifty times.” “Really?” I’d say. “Yes sir,” he would reply. “Then I take those shoes off the dresser and put ‘em on my feet.” I heard that one a few hundred times, and he made people laugh every time.

Anyway, when he asked about the Spring City show, I cautioned him, “It’s about fifty miles away, and it’s late on a Saturday night. Are you sure you’ll feel up to it?” “I’ll tell you what,” he said. “Call me that morning, and I’ll see how I feel.”

So I did. Around 10 o’clock that morning, I called him. “Luther, the show is tonight. Do you feel like going?” “Call me back in about ten minutes,” he said. “I’m buying a new lawnmower.”

Well, he bought his lawnmower, mowed his yard, and went along for the ride to Spring City. We had a great time, and we did all of his jokes. I’m glad I got to spend a little extra time with Luther. To this day, every time I mention his name to an audience, everyone smiles. Yes, even now, Luther leaves them smiling. How’s that for a great legacy?

Here’s one of my favorite interviews with Luther, as he was nearing his 70th anniversary on the radio, in 2010:

Monday, October 19, 2015

Twitter Axes 8% Of Staff

Confirming a week of rumors, Twitter on Tuesday announced plans to cut up to 8% of its workforce, or as many as 336 staffers.

The news comes on the heels of co-founder Jack Dorsey’s return as CEO, alongside calls from investors to streamline the company’s offerings.

“We are moving forward with a restructuring of our workforce so we can put our company on a stronger path to grow,” Dorsey explained in a letter to employees.

“Product and engineering are going to make the most significant structural changes to reflect our plan ahead,” Dorsey said. “We feel strongly that engineering will move much faster with a smaller and nimbler team, while remaining the biggest percentage of our workforce.”

Taking aim at Twitter’s reputation as a laggard when it comes to product development, Dorsey promised that his team is “working around the clock to produce streamlined road map for Twitter, Vine and Periscope.”

Furthermore, Dorsey said the company’s core focus is on “experiences which will have the greatest impact.”

To that end, Twitter debuted its new Moments service, last week. Repackaging its high-caliber content, much like a news publication, Moments surfaces timely stories in clearly defined blocks.

Formerly named Project Lightning, Moments is squarely aimed at the millions of consumers who have yet to embrace Twitter in its current -- and what many call confusing -- form.

Beyond its engineering teams, Dorsey said the rest of Twitter’s organization was being streamlined.

Twitter on Tuesday also assured investors that third-quarter revenue and adjusted profit would meet or exceed earlier forecasts. The company previously said it expected ranges of $545 million to $560 million and $110 million to $115 million, respectively. Third-quarter numbers have yet to be reported.

Twitter had around 2,000 employees when it went public in mid-2013. By last quarter, it had more than doubled that number to around 4,100 positions.