Corporate identity and the copy convergence conundrum

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I write copy. When executives at the client can’t converge on a set of words about who they are, it often reveals more about them than it does about the words. When I say “I write copy,” I don’t mean email marketing or descriptions of urban sombreros. I get called in when a company is … Continued

The human (and inhuman) approach to layoffs

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Millions of people are losing their jobs. That means corporations need to inform them they’re out of work. Carta did its layoffs well, while Bird behaved abominably. Bird shows how a corporation can behave like an ass There’s not much demand for sidewalk scooter rentals right now. As a result, the scooter company Bird laid … Continued

How Zoom is reclaiming its brand . . . and why it will succeed

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Zoom is the easiest to use of all videoconferencing systems, but its security was questionable. After two weeks of spectacular advances, it’s now on a path not only to fix its security, but to restore its brand. Zoom surged in popularity because it was easy to use for both novices and experts in a variety … Continued

The tragedy of orphan apps

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Apps have vastly improved the convenience of our lives. Now corporate machinations are making them disappear. Why are we going backwards? I first noticed this when Hipmunk stopped working. Hipmunk was a truly innovative flight search engine with an interface vastly better for comparing flights than Expedia, Travelocity, or anything else. Not only that, it … Continued

Navient COVID-19 email: not just vacuous, but deceptive

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Are you helping your customers right now, or screwing them? Like so many other companies, Navient, a student loan servicer, sent a vacuous, unhelpful email about the COVID-19 pandemic. You could easily ignore it, or just give it a cursory read. But because of changes passed by Congress, many borrowers don’t have to pay anything … Continued

Coronavirus reveals the schmuck deficit

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Have you been good to your customers? They will stand by you now. Have you been mean? Then don’t be surprised when they desert you in your time of need. That’s the schmuck deficit. Payback is a bitch. Many of the companies, large and small, that I deal with regularly are hurting right now. I’m … Continued

Zoom CEO Eric Yuan takes a step in the right direction on privacy

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As we all try to work from home, Zoom videoconferencing has become the hottest company on the planet. It’s also at the center of a firestorm of criticism on privacy and security. Yesterday, CEO Eric S. Yuan tried to address the problem. His post is a good first step, but now Zoom has to follow … Continued