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Fresh Thinking

Category Archives: Customer Service

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The Copyright notice going viral on Facebook is fake. Carry on.

By | Customer Service, Facebook, News | 2 Comments

Every couple months there seems to be a resurgence of these fake privacy notices and every couple months users seem to think they are real. Don’t worry people. Facebook is more interested in you promoted posts for your brand (or personal) page, than stealing any of your vacation photos. In the last week this post has been spreading like wildfire through Facebook:

“In response to the new Facebook guidelines I hereby declare that my copyright is attached to all of my personal details, illustrations, comics, paintings, professional photos and videos, etc. (as a result of the Berner Convention).

For commercial use of the above my written consent is needed at all times!

(Anyone reading this can copy this text and paste it on their Facebook Wall. This will place them under protection of copyright lawsBy the present communiqué, I notify Facebook that it is strictly forbidden to disclose, copy, distribute, disseminate, or take any other action against me on the basis of this profile and/or its contents. The aforementioned prohibited actions also apply to employees, students, agents and/or any staff under Facebook’s direction or control. The content of this profile is private and confidential information. The violation of my privacy is punished by law (UCC 1 1-308-308 1-103 and the Rome Statute).

Facebook is now an open capital entity. All members are recommended to publish a notice like this, or if you prefer, you may copy and paste this version. If you do not publish a statement at least once, you will be tacitly allowing the use of elements such as your photos as well as the information contained in your profile status updates.”

Definitely saw this all over the newsfeed and yes, it is fake. Facebook even took the time to refute the meme’s validity:

Fact Check | Copyright Meme Spreading on Facebook

There is a rumor circulating that Facebook is making a change related to ownership of users’ information or the content they post to the site. This is false. Anyone who uses Facebook owns and controls the content and information they post, as stated in our terms. They control how that content and information is shared. That is our policy, and it always has been.

So there you have it, Folks. Now everyone can go back to Facebooking in peace.

Did you repost the Copyright meme? What parts of it made it seem real to you? Do you have larger Facebook complaints on your mind? Leave it in the comments or share your thoughts on Facebook. Ha!

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Tech Tips: How To Destroy Your Old Hard Drive

By | Clients, Customer Service, Fun, News, Viral Video | No Comments


Counterintuity presents the first in a series of Tech Tips! Ever wonder how to destroy your old hard drive? Watch our video & find out! Many thanks to our lovely Marketing Assistant, Jaclyn Barrett, for starring in our silent movie about tech. Go figure.

Please leave any and all feedback in the comments. Subscribe to our channel, like and share the video! Stay tuned for more “how-to” videos coming to you from digital marketing firm, Counterintuity.

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Facebook 101: How to set up your Vanity URL and Page name

By | Branding, Customer Service, Email Marketing, Facebook, News, Social Marketing | No Comments

Counterintuity’s President, Amy Kramer and Social Media Manager, Sasha Becerra offer you a step by step guide on how to set up your Facebook vanity URL and page name.

“This is one of the most important ways to maximize brand awareness on Facebook and the web,” says Kramer.

Was this helpful? Please leave any questions or feedback in the comment below! Stay tuned for more “how-to” videos coming to you from digital marketing firm, Counterintuity.



Pasadena Symphony & POPS


By | Branding, Clients, Customer Service, Design, Email Marketing, News, Websites | No Comments

Pasadena Symphony and Pops, one of the top performing symphonic ensembles in southern California, is comprised of the most gifted and sought-after musicians from the film industry.

The Task: Pasadena Symphony and Pops wanted a new approach to their print pieces, their advertising, and their outdoor placements, one that would better help them spread the word about both their classical series and their premier summer concert series.

Our Work: Previous newspaper ads had split the ad space into multiple small boxes, diminishing impact. Counterintuity’s approach was to eliminate clutter by focusing on large central images with bold headlines, and writing supporting copy that gave readers a sense of the feeling of the Symphony and Pops experiences. This new approach was carried across brochures, mailers, newspaper ads, banners, and standees.

Results Achieved: Pasadena Symphony reports that sales are up across the board since new marketing debuted. Twice already this season, the Pops concerts have shattered previous sales records.

We’ll leave you with these kind words from Pasadena Symphony’s CEO, Paul Zdunek: “What we love about the team at Counterintuity is that they are not only a company with extraordinarily smart, sophisticated and swift designers, but they are also incredibly marketing and public relations savvy. Counterintuity serves as a strong design and marketing coach, but remains open and sensitive to the client’s needs and desires. It’s the perfect combination. From the very first day we began working with them, they instantly locked into the image and message we wanted to project and they improved it by leaps and bounds with a clever and compelling outcome. After seeing their ads in the LA Times, I wanted to buy tickets immediately too!”

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It’s all in how it’s packaged

By | Branding, Business Etiquette, Customer Service, Email marketing, Email Marketing, Sales | No Comments

With the regular mail bills moving to e-bills, paper newsletters moving to e-newsletters, newspapers becoming an extinct news source, and receiving e-cards rather than regular cards, it seems that “new” marketing is all on the internet. WRONG.

I loved typing that just now, and here’s why: the other day I received this envelope.

What could it be? And who from?? (Lee hypothesized a secret admirer.) I guess I had to open it to find out! Oh the suspense! Oh the glee! It was my very own…marketing material from Staples sales rep Jairo. (Hi Jairo!) Definitely surprised, Jairo’s personally written introduction card made a positive impression on me. Soon after, Jairo followed up with an e-mail and phone call requesting the foot in the door sales pitch meeting that all sales reps would love to have. Granted.

Surprisingly, the next day, I received this other letter:

I received this letter soon after receiving a call in which I notified them that we were not in need of their services. Not only was our business name blatantly misspelled (Counter-Ntuity), but their generic mail merge document was horribly written with many grammatical errors (and poor wording choices).

Obviously, I’m thinking of switching to Staples now. Jairo is creative, smart, and has what it takes to get me to be a Staples customer. My reasoning? Staples is going to make my job easier by saving me money (covered in the sales meeting), saving me time (notice how he saved his own time), and providing creative solutions to any needs we may have (demonstrated by the personalized print card solution, other marketing materials, and general creativeness in using snail-mail).

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Twitter: Big Brother or Consumer Comrade?

By | Customer Service, Social Marketing | No Comments

A few weeks back, while patronizing a popular mall shoe store, I grew impatient watching three teenage clerks texting away while several customers waited for assistance.  After 10 minutes,  a group of us walked out, and I tweeted my exasperation to no one in particular.

Not long after, I found an amazing deal on a popular Chardonnay at a local grocery chain and was compelled to tweet my friends (real and online) about it.

Imagine my surprise when just hours after each tweet, I got direct messages from each company–one offering to fix the problem and the other essentially thanking me for the free PR.

At first, I was alarmed at the “eavesdropping”.  Sure, I knew my tweets were public, but I never believed people actually read them!  To find out that these companies not only sought out mentions of themselves but actually had instant access to me seemed a bit clandestine.  Yes, I provoked this.  I provided the link back to my inbox.  But I was nonetheless startled-especially  by the company I had complained about–as if I had been caught with my hand in the cookie jar.  What else were they watching me do online?

Still, I have to hand it to them.  They know that their reputation can live and die via internet wildfire.  They realize that Twitter is the most direct “personal” connection outside their store that they can create with their customers.  And most importantly, they appreciate that the real value of Twitter comes in the form of a two-way street.

Companies known for spectacular “old school”  customer service such as Jet Blue and Zappos.com use Twitter to listen and respond to their customers.  Good corporate Tweeters don’t “proselytize,” rather look to form relationships with the public.  Answering complaints and recognizing praise are simple ways to reach out.

“Sorry to hear about your experience. What store were you in?” wrote the shoe company rep.  The next day, a substantial coupon appeared in my e-mail inbox with the following note. “I hope you give us a 2nd chance to prove that we care.”  You bet!