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15 CX Action Items B2B Companies “Must Do” According to McKinsey Research

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29 Mar 2022
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Frank Strong, MA, MBA
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The consulting firm polled 3,000 B2B decision-makers and found customers want an always-on, personalized, and omnichannel customer experience (CX) or they’ll leave “B2B loyalty is up for grabs,” according to a new report from McKinsey & Co. The consulting firm...
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Want the Fastest Growth in Business? Take Care of Your Employees First, Study Says

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05 Nov 2020
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Frank Strong, MA, MBA
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Brands that emphasize employee experience (EX) and customer experience (CX) achieve business growth nearly 2x faster If you take care of your employees, they’ll take care of your customers, and everything else will fall in place. That was one CEO’s...
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3 Studies on the State of Branding, Marketing and the Marketing Organization [UML]

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15 Feb 2020
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Frank Strong, MA, MBA
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To borrow from a quote, the professional’s feet should be planted in their role, but their eyes should survey the marketing landscape. There have been a lot of new surveys and reports launched since the beginning of the year. As...
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Study Reveals Gaps Between CEOs and PR in Communications Goals Issues and Technology Use Cases

Study Reveals Gaps Between the CEO and PR in Communications Goals, Issues and Technology

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23 Apr 2019
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Frank Strong, MA, MBA
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Usually, it’s wise to ensure your goals nest with your boss’ goals, especially when the boss is the CEO. But a new survey out of the Center for Public Relations at USC Annenberg shows that isn’t happening among some PR...
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Cut Through the Noise by Listening to Customers; Off Script No 34 Mike Mitchell of Listen360

Cutting Through the Noise, Amplifying CX and Listening to Customers; Off Script No. 34: Mike Mitchell of Listen360

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27 Nov 2018
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Frank Strong, MA, MBA
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He gets straight to the point. That was my observation when he served a panelist on marketing panel I put together and moderated last June on the role of modern marketing.  His succinct perspective is refreshing in this era marketing...
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The Message Behind “Do Not Reply” Emails from Businesses

The Real Message Behind “No Reply” Emails from Businesses

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30 Jan 2018
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Frank Strong, MA, MBA
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Messages and effective messaging that influence outcomes isn’t just a matter of arranging words in a proper order, it’s a combination of interdependent factors that determine how well a message will be received. For example, what we say, how we...
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Designing Deliberate Questions, Content and Customer Experiences [UML]

Designing Deliberate Questions, Content and Customer Experiences [UML]

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05 Nov 2016
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Frank Strong, MA, MBA
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There’s an old saying that good marketing will make a poor product fail faster.  The wisdom of that maxim lies in understanding the point of failure occurred long before any campaign was executed. There’s something similar at play in those...
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goldman-has-clients-wells-fargo-has-customers-2

Words: Goldman has Clients; Wells Fargo has Customers

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06 Aug 2013
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Frank Strong, MA, MBA
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Somewhere between my junior and senior year of college, money grew real tight and I needed to pick up a full-time job to finish my degree.  I started working full-time, while carrying a full course load, in a secure juvenile...
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About Sword and the Script Media, LLC

Based in Atlanta, Georgia, Sword and the Script Media, LLC is veteran-owned public relations agency immersed in the business-to-business (B2B) marketplace. We focus on process-driven programs for PR, marketing and social media. A defining difference comes down to our approach – that marketing ought to have utility. This is because marketing that helps, sells better than marketing that hypes.

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