Observed

Doug Stern's blog about business writing and marketing strategy
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5 Questions To Ask before You Hit Send

January 05, 2011 By: Doug Stern Category: Communication, Digital vs. analog, Legal marketing, Marketing/biz dev, Videos

Here’s a brief clip with five questions to help you weigh the relative benefits of analog and digital marketing communications. It’s a companion to an article published by my editorial home, MarketingProfs.comhttp://xrl.us/BeforeSend.

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The Seven Deadly Sins of Marketing Professional Services Online

May 23, 2010 By: Doug Stern Category: Communication, Customer satisfaction, Editing, Videos, Writing

Selling intangibles is hard work. A lot of architects, lawyers and other professional service providers have Web sites that make it even harder.

This clip outlines seven common weaknesses of such sites and offers suggested remedies. It’s based on an article originally published by MarketingProfs.com.

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Proportionate proposals

February 11, 2010 By: Doug Stern Category: Marketing/biz dev, Writing

There are a lot of business development advisors who’ll tell you not to touch an RFP with a 10-foot rusty pole.

The legendary David Maister was such an expert.  He’d say something along the lines of “Why put your limited time and other precious resources into something so imponderable while there are perfectly good existing clients on whom to lavish your attention?”

I agree, to a point.  As much as I’d like to, I can’t spend every waking hour on clients.  I choose to read, think, play, eat, swim, rest, socialize and do other non-client things. (more…)

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Too Much Information, Part 1 (The Myth of the Elevator Speech)

January 21, 2010 By: Doug Stern Category: Advertising, Communication, Customer satisfaction

Seth Godin said it really well today.  While Seth’s context was business plans, he was so right when he wrote, “In my experience, data crowds out faith.”  He added, “Relying too much on proof distracts you from the real mission–which is emotional connection.”

I wish I had a nickel for every time a marketing director asked the elevator speech question: “What if someone asks, ‘What do you do?’ and you have 20 seconds to answer? What do you tell them before the doors open and one of you gets off?”

I think, therefore I am (more…)

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Paper or plastic?

January 17, 2010 By: Doug Stern Category: Communication, Customer satisfaction, Digital vs. analog

Richard Anderson, chief exec of Delta Airlines, apparently appreciates the power of the pen (and paper).  Take a look at this great Q&A from The New York Times. (more…)

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How to Make a Client-Satisfaction Survey Pay Off

January 09, 2010 By: Doug Stern Category: Communication, Customer satisfaction, Legal marketing, Marketing/biz dev, Surveys, Videos, Writing


This clip offers six best practices for client-satisfaction interviews and surveys. Doug Stern outlines how to get the most out of your investment–and how to really set yourself apart. (more…)

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