The Language of Trust - Latest Comments

Re: Post-merger messaging: Delta vs. United

Resonant Insights — Wed, 22 Aug 2012 16:13:06 -0000

Totally agree Michael. The United/Continental story is a classic Coke type story isn't it? How about understanding the true fans of your brand, catering primarily to them and their concerns head-on and putting a stake in the ground with how you proceed.

I'm a life-time American Advantage Platinum member and I fear loosing it if AMR sells/merges AA with someone else. That's my ONLY concern about their current Chapter 11. My best way of assessing the health of a company is talking to employees--which I always do with flight staff. I did that recently with American and both their words and service confirmed they are confident AA will survive and thrive! Now that's really refreshing from the 2007 era of doom and gloom. Yes we will continue to have challenging economic times but many are putting the right foot forward--honestly and humbly. Love it!

Re: Post-merger messaging: Delta vs. United

Clint — Wed, 11 May 2011 14:06:34 -0000

I was flying United the other day and United's CEO came
on the monitors before the safety video.

His first statement was something to the effect of: “We’ve made
a lot of progress in our merger. We’ve already painted hundreds of planes.”

He went on a bit more (about Economy Plus, among other things),
but I think that comment pretty much encapsulates how tone deaf they are.

Re: The Year of the Crisis: The Anatomy of a Successful Response

Jennifer C Marvin — Fri, 01 Apr 2011 12:24:55 -0000

Excellent article! Thank you! I just used placed it on my twitter page, and said..."This article depicts exactly how crisis communications should be handled, and gives clear examples of what to or not to do."

Re: What’s Your Credibility Quotient?

Brendan Ziolo — Tue, 01 Feb 2011 07:35:07 -0000

Great post. I also believe the credibility is extremely important for sales today and you have highlighted some simple yet effective points that everyone should follow to build more credibility. I've been writing on my blog (www.dudeitsmarketing) about how crucial credibility is to marketing too and these points apply equally well to marketing too. In the end, for your company to be credible, sales AND marketing need to lead the way.

Re: Four lessons companies can learn from the midterm elections

MichaelMaslansky — Mon, 03 Jan 2011 16:37:00 -0000

Michael, thanks for the comment. I see we do look at the world from the same perspective. I agree with you that Credibility and Likability are critical to success. And i totally agree that good writing is remarkably hard to find.

Re: Four lessons companies can learn from the midterm elections

Michael Lovas — Mon, 03 Jan 2011 13:02:43 -0000

My little consulting firm has done some political consulting on the messages of repubs in Washington state. What we find fits with the wisdom in this article.

It appears that most (every?) political campaign neglects to hire an actual writer. As a result, much (most) of the language in their campaigns is passive. We all know from high school English that passive language is incorrect, but in the real world it results in more than a letter grade off. In business, passive language inspires people to be passive - in other words to take no action. The goal is to move people from passive to active, to paint word pictures so they can see themselves taking that action.

One of the services my little consulting firm does for businesses is to take their marketing material and eliminate the psychological dysfunctions. The first thing I do is find all the instances of passive verbs and turn them into active verbs. That one simple process turns a terrible marketing message into a - well, a better marketing message. That's merely the first pass. The message will go through at least ten iterations, each iteration correcting a different psychological dysfunction that was imbedded in the language.

In the business world, exceedingly few writers understand the relevant psychology, and the psychologists can't write for reading. I love what your firm does and feel that we're kindred souls.

- Michael Lovas
www.aboutpeople.com

Re: Why Perceptions Really Matter

PJ Sinopoli — Mon, 20 Sep 2010 17:26:55 -0000

Can't wait to read this. My company has had opportunity to work with Michael and his colleagues on what truths matter to our various constituents -- both inside and outside the company. His insights and those of his team are incredibly revealing and valuable. We've been reminded not only of the need to listen more attentively than ever ... but are also reminded that what we say is not always what is heard, thus it's vital to speak in terms that are most relevant to our customers and consumers. Thanks for your guidance to date, Michael ... and good luck with this new book that I, for one, can't wait to read! -- PJ Sinopoli -- PepsiCo

Re: Break through to your skeptics

Peter Strozniak — Mon, 24 May 2010 17:46:36 -0000

Interesting post, Michael.
I like your idea that companies should embrace their weaknesses, You're right, people no longer believe in the perfect product, policy or company; but I don't think people ever did. Perhaps today people are more willing and empowered to discuss issues and problems with products, policies and companies.
In your utility company example, you mention that the utility should accept the customers' view and begin the process of engagement from that perspective.
I wish you would have elaborated, or provided an example on that point to explain how that can be effectively accomplished.
Thank you for sharing your idea.
Peter.