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posted by Teresa Coles Mar 08,2017 @ 01:07PM

When all things work together

I’m a big believer that the right people come into your life at the right moment, as long as you recognize you’re not the one who’s in control of making those things happen. Call it Alchemy. Karma. Faith. Whatever your position on these matters, it’s enough to acknowledge that encountering and sensing the impact of a new human being along our path — often in a single, ordinary moment — is a true gift.

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That’s exactly what happened here at RP on a cold and dreary morning about a year ago. A young woman had reached out to me with the possibility of engaging us on an assignment, and I suggested we gather for coffee one morning in the Green Room. There in that quiet corner, I was immediately struck by this one in whom I saw remarkable insight and a sense of self-awareness I wish I’d had 20 years ago.

While it was not the right time and place for us to connect at that time, I felt there was perhaps a different purpose to our meeting. Today, I’m happy to announce that my hypothesis has been happily proven with the addition of Stephanie Owens as our newest account manager.

Stephanie brings with her the perspective of working in both agency and corporate marketing environments, no doubt a factor in her thoughtful and intuitive approach to collaborating with clients and RP team members. Her experience in managing the development of cross-channel programs that incorporate every modern marcomm element is a strength she’s already putting to work for a number of RP clients.

And did we mention she’s loads of fun? One look at her when we walked into the recent ADDYs celebration, and we knew it was all just as it should be.  

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We think she’ll fit in just fine.

 

posted by Will Weatherly May 11,2016 @ 04:28PM

A CliffsNotes on CX

In case you haven’t heard, it’s all the rage in the marketing world right now. In fact, just last night our local AMA Columbia chapter hosted an event dedicated to the topic. 

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Palmetto Health's Chief Marketing and Communications Officer Todd Miller discussing experiential marketing at the AMA Columbia meeting on May 10.

CX = Customer Experience

I suppose the abbreviation originated to play off its fancier-sounding cousin slash mentor-discipline in the tech world, UX (user experience), while cleverly facilitating a natural extension of the company C-Suite… the CEO, the CMO, and now the CXO.

CX began building noticeable buzz around 2011, the same year the CXPA was founded and the same year the world lost a man who had become synonymous with customer-centricity. In fact, it’s the very mantra of Jobs himself, and variations by other big business mavens like Musk and Bezos, that seem to have fueled the movement.

“Start with the customer.”

Over the past few years, CX has manifested through the formalizing and operationalizing of that creed by thought leaders whose backgrounds are often in customer service or the aforementiond design field of user experience or human-computer interaction -- both of course dealing with the needs of humans. 

Now, what’s all this got to do with marketing? Well, everything obviously.

A Tale of Three Paradigms

Marketing has changed. It’s not what it once was. It used to be a rehearsed monologue brands delivered from a stage loudly and clearly to target audiences with attention to spare. 

#1 - Always On 

But today, the marketing conversation is multi-channel and multi-directional. Social media, customer reviews, online influencers -- these force brands to keep on their toes every minute of every day. 

#2 - Smartketing

Data mining, lead scoring, and automation have fused sales and marketing, making mass-personalization and "funnels-of-one" the growing expectation of consumers as their relationships with brands become increasingly digital.

#3 - Template-ification

With brands and media channels now crowding the marketplace, it's harder than ever to get audience attention, and it's easier than ever to look and sound like every other brand out there. 

All About Intentionality

In my 2014 post, I mentioned that every touchpoint is an opportunity. CX is rooted in this idea, recognizing that in a crowded market and media landscape, some of the best differentiation with the greatest ROI happens during and immediately after the sale. Great customer experiences do not only drive loyalty, they also drive the kind of marketing long-known for being the most trusted in the marketplace -- word of mouth.

Using data, collaboration, and communication, the CX field is unifying traditionally siloed business sectors like sales, marketing, customer service, and operations to hone all possible consumer interactions into effortless, delightful, branded experiences. 

Baby Stepping Your Way To Great CX 

Baby Step #1 - Read The Effortless Experience or Outside In

Baby Step #2 - Consider whether your company is really, truly standing on a strong enough brand promise or distinctive point of difference.

Baby Step #3 - Get to know your customers' perceptions of and interactions with you -- persona interviews, surveys, and journey maps are the appropriate tools here.

Baby Step #4 - Identify the most critical touchpoints you have with your consumer.

Baby Step #5 - Carefully, conscientiously craft these touchpoints into memorable moments that accentuate your brand.  

posted by Courtney Fleming Sep 25,2015 @ 02:47PM

Empathy and the Power of a “Dislike” Button

 

I had one of those moments last week when you stop and pause and really, really think. I saw multiple posts along the lines of, “Facebook’s Getting a Dislike Button!” Half curious and half-laughingly, I thought to myself, “All the selfie-posters are going to really hate this one.” But after watching the Q&A with Facebook CEO Mark Zuckerberg announcing that the tech giant is almost ready to begin testing a “Dislike” button, I couldn’t help but smile.

There are so many times we stumble across heartbreaking posts and tragedies and feel the need to display some indication of support. The “I’m here for you” or the “This was hard to read, but it was worth the read” and even the adorable shelter dogs that pop up on your newsfeed that you can’t help but “like.”

A “like” doesn’t always seem appropriate. We don’t “like” that there are some pretty terrible things happening in the world, or that Buster, the 4-year-old German Shepherd, doesn’t have a forever home.

This soon-to-come button isn’t about disliking selfies or politics, it’s about empathy.

Zuckerberg said it best, “People aren’t looking for an ability to down vote other people’s posts. What they really want is to be able to express empathy. Not every moment is a good moment, right? And if you are sharing something that is sad, whether it’s something in current events like the refugee crisis that touches you or if a family member passed away, then it might not feel comfortable to Like that post.”

An empathy button... I “like” that.

posted by Cathy Monetti Mar 07,2014 @ 07:31AM

Simply Brilliant: theSkimm

With so much information flying around, it pays to communicate clearly and simply—whatever your forum. For my money, nobody does it better than theSkimm.

Founded by NBC staffers Carly Zakin and Danielle Weisberg, theSkimm is a daily e-digest of the world's most important news stories, offered in bite-size, easy-to-digest chunks. The subscription base is largely "busy women who want to keep up on current events and cocktail party conversation but who are short on time," although I suspect a broad male readership exists.

Here is how theSkimm covered the situation in Ukraine today:

Sign up for theSkimm here. Or at a minimum, let theSkimm's straightforward writing style inspire your next piece of communication.

Your customers will thank you.

posted by Ryon Edwards Dec 11,2013 @ 01:02PM

Riggs Partners’ work published in Print magazine

We're pleased to have work selected for Print magazine's 2013 Regional Design Annual. The annual is the only comprehensive survey of outstanding design throughout the United States. Now in its 32nd year, Print’s Regional Design Annual is seen by tens of thousands of creative professionals, among the largest such audience in the country.

The work featured is the 2011 Annual Report for Palmetto GBA, a subsidiary of BlueCross BlueShield of South Carolina. Palmetto GBA provides technical, administrative and contact center services to the federal government (Centers of Medicare and Medicaid Services). The book has a blind embossed short cover, colorful infographics and custom die cuts and illustrations for the fold-out case studies.

 

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