Tag Archives: Wells Fargo

Capture the Mindshare and the Market Share Will Follow

capture the mindshare final jacket(9)Seven “Mindshare Methods” to Maximum Brand Loyalty

by Libby Gill

ISBN 978-1-137-7851-7



To create a compelling brand, you have to capture more than just the market share, you have to capture the mindshare – that is, the heads, hearts, souls and unimpeachable trust of your customers. That’s what leads to long-term brand loyalty.

The Seven Mindshare Methods she cites are:

Clarify Your Customer Benefits: When describing your brand, be sure to focus on your customer benefits, not just your products or services. Use clear and compelling language and lead with your customers’ best interests, not your pedigree or technical specs. Remember, it’s what you can do for them and not vice versa.

Commit to Providing Exceptional Value: Confirm your commitment to value and customer success. Keep the big picture top-of-mind, but remember that every action you take on behalf of your client, no matter how seemingly insignificant, is an opportunity to provide additional value to enhance their overall experience. Blow their minds and they’ll keep coming back for more.

Connect at Every Possible Touch-point: It can take a dozen or more interactions – including emails, phone calls, newsletters or in-person meetings – before you begin to build a relationship with a prospect. If you think of this relationship-building process as a series of connective touch-points, you begin to see all the opportunities you have to deepen the relationship. Review and redesign your customer touch-points to make every interaction count.

Communicate with Total Confidence: Prepare, practice, and participate! Studies show that people who are extroverted, confident, or even assertive in the workplace have a competitive advantage over their more introverted peers (even when those peers are more talented). Come to meetings armed with critical information, industry updates, news headlines, and even sports scores so you can participate effectively. Sit in the front, dress appropriately, act as though you are worthy of attention – without being obnoxious – and you’ll get it.

Collaborate Openly with Clients and Colleagues: Information is the organizational life-blood on which decisions are made in every business. Except for confidential or proprietary data that can’t be shared, pass information readily both up and down the pipeline that can help others make timely decisions.  This doesn’t just mean sharing the facts, but also the nuances or “emotional truths” that you encounter

Compete with the Invisible Competition: Recognize, research, and analyze your competition so you can consistently outperform them. Go beyond the obvious direct competition – that is, companies whose offerings fill a similar need as yours. Identify the indirect competition, that is, anything that disrupts the buying process, like new technologies. But pay special attention to the invisible competition, including new challengers, competitive alliances, and even customer fear or inertia.


Contribute to the Community: Get involved in your community and actively support social causes that make sense for your business. Choose one or more charities that complement your brand. Contribute substantially and meaningfully with money, time and people. Donate products, pro-bono services, or other institutional or technological capabilities. Engage your management, staff, and employees to authentically support the goals and objectives of your chosen charitable organization.


About Libby Gill

libbyAn internationally recognized executive coach and branding expert with over 20 years of industry experience, Libby is the former head of communications and PR for Sony, Universal, and Turner Broadcasting. She is known as the “branding brain” behind the launch of the Dr. Phil Show. Her clients include ABC-Disney, Nike, PayPal, Warner Brothers, Wells Fargo, and many others.


Libby’s previous books include Traveling Hopefully: How to Lose Your Family Baggage and Jumpstart Your Life and award-winning You Unstuck: Mastering the New Rules of Risk-taking in Work and Life, which has been endorsed by business leaders including CEO Tony Hsieh and Dr. Ken Blanchard. A graduate of California State University at Long Beach with a degree in theatre, Libby has been a college instructor, a columnist for the Dallas Morning News, and a soap opera actress. She lives in Los Angeles, California and is the proud mother of two sons.


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The Latest of the Persistent “Verizon” Identity Theft Attempts

This might be amusing if it weren’t so scary.  It is sent to multiple addresses, and I don’t have an account with them, but some people might fall for this and click on the links.  If you do, and you don’t have a really good security software setup, kiss your bank information goodbye!  (I removed the links just in case you don’t have Norton or equivalent).




















To make it even scarier, that email was followed up with this one:

Note that the URL’s are all bogus.

Do ya think Wells Fargo would need to use: client22601-wellsoffice….?

DO NOT EVER RESPOND TO AN EMAIL FROM YOUR “BANK.”  If you think they actually need information from you, log off, go to your cell phone and call your local branch.  Better still, go in the building in person.  If you get this stuff, forward it to the link below: (notice the URL is

The address of the FBI criminal tip link:


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It continues: How to defraud a bank, or steal your own money?

Security is a joke.  In my last blog I related the sophisticated scam that basically had me divulging my security information to my Chase Visa.  As I mentioned, I called into the company and had customer service verify that the form had come from them before I filled it out.

When I did fill it out and it bounced, I returned to be forwarded to technical support where the  information was quite different:  there was a virus in my computer and it had indeed been compromised.

Thanks to trial-ware from AVG my little  workstation is now virus free and my accounts secure, right?  Well my credit card may or may not be (TBD), but my bank is giving me nightmares.

Last Thursday when the great security information heist occurred, the credit card canceled and my initial hysteria somewhat abated, my bank was called.  There were great assurances that the current security information would be rendered invalid My mother’s maiden name (never did like it anyway) and my Social Security number were to be expunged from all existing, or pre-existing, records and a new Steve Ulrich would appear before the great financial stagecoach of Wells Fargo – therefore the rest of the world as well.

Sound good?  My trip to the bank was fairly uneventful as the request was processed by a young pert “employee of the month” type loan officer.  She recorded the entire solid tale, documenting the 8×10 color glossy photographs with the circles and arrows….. (sorry Arlow) in fine form and had me on my way in no time.  She offered to send me my new checkbooks and account information through the US Mail, I declined, opting to fetch them in person yesterday.

The approaching moment of my appointment to become financially whole again, combined with my new “low fat” diet, had my heart racing like a hamster on a treadmill.  She produced a checkbook, savings deposit book, and a cute smile.  I inquired as to the status of my investment account and was informed that this could now be handled online, that the security status of that had been taken off hold, and that new ATM cards were in the mail and would arrive at my home (whether I was there or not) within three days with the new PIN number sent in a separate mailing to the same mailbox.

The thing that scared me the most was the following:

  1. The mail is delivered at noon, I arrive home from work around 6:00 pm every day.
  2. The information that was compromised included my address
  3. My internet account was re-activated

I guess I’ll try the supervisor of the customer service desk today to see if all of this can be undone and my funds protected.  Wish me luck, and the same to you.

They thought my grandmother eccentric for stuffing $100 bills in her mattress  – HUH!


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