Proving brands don’t need to spend big on ad agencies, REI’s in-house creative team is delivering high-impact marketing campaigns while showcasing the brand’s true purpose. Internal creative director Jonathan Springer joins us to share how the REI team recently launched its Opt Outside campaign. Anchored by a smart, beautiful commercial – shot on actual film AND featuring music by our hometown Philly band, Dr. Dog – Opt Outside creates a brand platform across media channels for REI. Hear Springer talk about the craft of communications, working on a brand with purpose, and the differences between in-house teams and ad agencies. (And no, the birds chirping in the background aren’t sound effects; Springer was simply letting the great outdoors join our session.)

Key topics & chapter markers

(00:52): Snap Decisions Lightning Round: Which brand does it better?

(03:46): Introducing Jonathan Springer, REI creative director

(06:02): REI’s Opt Outside campaign

(08:39): Dr. Dog asks: Where does all the time go?

(10:01): How the campaign reflects the brand purpose

(14:18): Managing an in-house creative team/ Internal vs. agency resources

(24:26): Finding and guiding creative talent

(29:40): Measuring brand performance

(31:29): Shooting on film!

Background content

REI Co-op Opt Outside - YouTube

Connect with Brian and John on LinkedIn:

https://www.linkedin.com/in/brianmarks13/

https://www.linkedin.com/in/john-l-young/

All aboard for some harrowing tales from the early days of Covid. Gordon Ho, a marketing whiz and crisis communication pro, shares stories of critical decisions made during a time of utter crisis. When the Diamond Princess cruise ship was stuck in Yokohoma Japan during one of the earliest outbreaks of COVID 19, thousands of passengers and crew were quarantined and information changed hourly. We start the voyage with some air travel, covering Boeing recent door-busting crisis. But don’t worry, John and Brian keep things light, covering Gordon’s career highlights, like scouting out a chocolate program and getting a generation of kids hooked on disappearing Disney classics. Brian seeks an oracle for a future Hopelessly Unattainable Guest.

Key topics & chapter markers

(00:27): Reviewing Boeing’s current crisis

(03:12): Snap Decision: Did Boeing handle it OK…and how soon is too soon?

(06:32): Lightning Round: which corporate PR crisis was a better nightmare scenario?

(09:06): Meet Gordon Ho

(16:44): Terror at sea: early Covid strikes the Diamond Princess cruise ship

(39:42): Before Covid…the greatest job in the world

(47:28): Growing a market through scarcity at Disney

(51:49): Dear Hopelessly Unattainable Guest

Background content

What's going on with Boeing planes? - Mashable

Chronology of COVID-19 Cases on the Diamond Princess Cruise Ship and Ethical Considerations: A Report From Japan - National Library of Medicine

27 Days in Tokyo Bay - Wired

Jan Swartz: Steering Princess Cruises Through the COVID-19 Crisis - Harvard Business Review (for purchase)

www.xpertainment.com - Gordon Ho's website

Connect with Brian and John on LinkedIn:

https://www.linkedin.com/in/brianmarks13/

https://www.linkedin.com/in/john-l-young/

Welcome to the show, Jay Baer! The CX expert drops in on the show to talk about his latest book, The Time to Win. He also gives his riffs on AI, his process for building a book and collecting all those great stories and examples. That and more from a leading speaker on the marketing circuit and also one of the country’s top tequila influencers. Brian gets John’s reaction to the recent Wendy’s dynamic pricing news. John’s shoots for Mars with his Hopelessly Unattainable Guest.

Key topics & chapter markers

(01:04): Oh, Wendy’s

(09:11): Jay Baer joins the show

(20:05): Responding quickly…but not too quickly

(27:16): Being fast doesn’t always mean being free

(37:36): How AI will impact customer experiences

(44:24): Chasing tequila

(51:45): Hopefully Unattainable Rocket ships

Background content

Surge Pricing is Coming to More Menus Near You - Wall Street Journal

Wendy’s planning Uber-style ‘surge pricing’ where burger prices fluctuate based on demand - NY Post

No, Wendy’s Says It Isn’t Planning to Introduce Surge Pricing - NPR

Verizon’s new CX leader wants to quash customer pain points - Fierce Wireless

JayBaer.com

The Time to Win

The Time to Win - Amazon

Talk Triggers - Amazon

Tequila Jay Baer

Tequila Jay Baer - Instagram

Connect with Brian and John on LinkedIn:

https://www.linkedin.com/in/brianmarks13/

https://www.linkedin.com/in/john-l-young/