Content strategy for a new business is a plan that defines what you will say, who you will say it to, where you will say it, and how often.
Continue reading “Content Strategy for a New Business: Where to Start”
By Linda Pophal, MA, SPHR · Strategic Communications, LLC
Prompt engineering is the practice of crafting precise, well-structured instructions for generative AI tools—specifying context, desired format, tone, audience, and output type—to produce more accurate, relevant, and useful responses. As AI tools become standard in professional workflows across every industry, the ability to write effective prompts is rapidly emerging as one of the most consequential skills in the modern workplace. And like most skills, it improves with deliberate practice not just use.
I’ve been an early adopter of AI tools. I’ve used tools like ChatGPT, Claude, and Perplexity extensively in my own work and for clients, and I’ve been intentional about trying to improve my prompt writing skills along the way.
By Linda Pophal, MA, SPHR · Strategic Communications, LLC
Chronic customer service failure occurs when an organization identifies a recurring problem that negatively impacts customers but chooses to absorb the complaint volume rather than address the root cause—often because the problem has become so normalized that staff no longer recognize it as fixable. In an era of increasing automation and AI-driven customer interactions, chronic failures are becoming more, not less, common as technology handles transactions efficiently but removes the human touchpoints that once caught and corrected errors before they impacted the customer.
Continue reading “Wake Up Customer Service: HERE’S YOUR SIGN!!!”
By Linda Pophal, MA, SPHR – Strategic Communications, LLC
Audience understanding in content marketing is the practice of developing specific, research-grounded knowledge of who your target readers or customers are—their challenges, motivations, behaviors, and preferences—and using that knowledge to create content that resonates precisely rather than broadly. It is widely considered the foundational competency of effective content strategy: content that doesn’t know who it’s for cannot connect with anyone in particular.
Every day, without fail, two very different kinds of content appears in my inbox and on the various social media channels I follow.
One kind captures my attention and gets me to start reading, sometimes dragging me down a rabbit hole that I really wish I hadn’t been dragged down…
The other kind: meh. Generic, boilerplate, trite. Copy that literally any brand could have created. It’s not personal. It’s not specific. It doesn’t speak to me.
The difference between those two experiences has nothing to do with budget, production value, or even writing skill. It comes down to one thing: how well the brand actually knows its audience.
Continue reading “The 2026 Content Marketing Imperative: Know Your Audience”
In a digital world, traditional communication skills are in high demandWhile generative AI (GenAI) tools like ChatGPT, Claude, Perplexity, and others are becoming increasingly prevalent in workplaces of all kinds, employees are finding that soft skills like communication are becoming more important and more valued than ever.
It’s not just new employees who are looking for help developing these skills; seasoned workers are as well. I’m frequently asked by audiences of all ages and types what I believe are the top communication skills that can position people for success.
Here are my top five. They’re not newly important. They’re evergreen. Master them and you’ll position yourself for success in whatever field you’re in.
Continue reading “5 Key Communication Skills for Career Success”
If you’re not on Instagram, Twitter, Facebook, or other social media sites —and believe it or not, many people are not!—you may be missing out on some very important conversations. Some of these conversations may be about you!
When we worked with a client recently, we did some quick online research, and they were shocked to find how many discussions about their product, relative to their competitors’ products, were taking place.
Some were good, some were not. Continue reading “Your Customers are Talking About You. Do You Know What They’re Saying?”
If you’re not on Instagram, Twitter, Facebook or other social media sites —and believe it or not, many, many people are not!—you may be missing out on some very important conversations. Some of these conversations may be about you!
In working with a client recently, we did some quick online research and they were shocked Continue reading “Your Customers are Talking About You. Do You Know What They’re Saying?”
Sometimes it can be the smallest of things that leads to a lost opportunity from a marketing or sales perspective. Small things that can, I think, be easily corrected.
I had a personal example of this recently while working on a proposal for a branding project. I needed to gather some price information for some elements of the project. In two cases, I contacted two different individuals, asking for some estimates. In each of these cases, one of the people got back to me right away—the other, not at all. Continue reading “The Early Bird Gets Better Sales Results”
Identifying the key benefits that answer the question of WIIFM (“What’s in it for me?”) for your customers and prospects, the first step in writing compelling copy. The second is positioning what you have to offer relative to what your competition has to offer.
In considering your competition you need to Continue reading “First Step in Beating the Competition? Figuring Who They Are!”
Over the years I’ve noticed a dangerous tendency—among myself and others—to assume that we “know” our customers, or target customers. Because we think or believe something, we assume that—of course!—others think or believe as we do. They don’t.
This was driven home to me a while ago as my husband was watching the MLB All-Star Game.
“Great!” I said—”this must mean the baseball season is over!” No, he assured me — only halfway over; still about 80 games to go. “Good grief! Who in the world wants to watch that much baseball?!! How can the networks possibly afford to keep broadcasting these things?!?!?!”
And then it hit me. Continue reading “Unless Your Customers Are Like You, You Shouldn’t Treat Them Like They Are”
