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Deliver a disappointing UX–and duck. A B2B Cautionary Tale.

By Jacqueline A. Ball, Yo Marketing Agency Copywriting and Content Lead As B2B marketers, we know business success hinges on the quality of the user/customer experience, but I suffered the fearsome fallout of a bad UX outside the business world years ago. It came from an angry sixth grader. And I’m still smarting. A few years after college, I was a staff writer on a middle school classroom magazine designed to encourage creativity and sharpen reading and language skills. Every issue included a piece of short fiction. For our Halloween issue, I wrote a story about three cowboys camping near a boarded-up mine once owned by Nicholas “Nickels” Nelson. According to legend, Nickels descended into the mine shaft one day and was never seen again. Now his spirit lurked below. At dawn one wrangler woke up to find the others gone. Eerie lights appeared in the distance. There was a strangled scream. And then . . . And then the story ended, followed by a pedagogical prompt: “What do you think happened? Write your own ending and send it to us. We’ll publish the best ones!” I thought leaving the story open-ended was a wonderful idea. Instead of an ordinary, boring story with a beginning, middle, and end, this one would be special. I got ready for a flood of submissions. Maybe a little fan mail. The first letter arrived a week after publication–not a rave, just raving mad. #### Dear Dummy, #### You forgot to print the ending! Send us the ending! Enough other students wrote in to make it cringeably clear that the nonending was a nonstarter. Why? In the words of my editor, who had strong reservations about the cliffhanger ending all along: “Kids want to see the monster.” I hadn’t shown them the monster; in fact, I was asking them to create their own monster. I was making them work when the experience they wanted was the shivery pleasure of a good scary story. #### Why UX/CX is make-or-break for B2B Back then, the stakes were low–just a few disappointed readers. But in B2B, the same kind of misstep can cost real trust, customers, and revenue. **Loss of trust.** More than half of B2B customers surveyed said they’re likely to switch suppliers if the CX isn’t seamless across all touchpoints–10 channels on average.1 **Loss of market share.** Churn triggered by bad UX can lead to a lower competitive standing and long-term damage to brand reputation. That’s especially bad news for B2B companies, which rely on current customers for most of their business. **Loss of profit and revenue.** Unchecked churn can result in millions in lost profits over time. On the flip side, investing time and resources in improving UX and CX can: **Raise ROI and lower costs.** Every $1 invested in UX design can yield a return of $100 through higher adoption, reduced training, and customer support costs.2 **Grow revenue and boost retention.** Organizations delivering the best CX enjoy more than twice the revenue growth of other businesses.3 Groups that prioritize customers’ needs and satisfaction report 51% better customer retention than their peers.4 **Set your brand apart.** CX has jumped to a top spot on the list of B2B brand differentiators. Like my young student, B2B end users and customers crave simple, user-friendly experiences–solutions that help them solve problems, do their jobs better, and improve their lives. No matter how innovative or well-intentioned, the solution or product is useless if the people who actually need to use it don't adopt it because it’s too complex, not intuitive–or just plain disappointing. At Yo Marketing, we know how to build user-friendly apps and create the kind of engaging, intuitive customer experiences that never disappoint. We understand that in B2B, you don’t get away with leaving customers hanging. We make sure they always “see the monster,” with user experiences that deliver. Give us a call and let’s start spurning churn and accelerating your growth together. [![Schedule a free strategy session today](https://8pfraw1pqsd9gr2m.public.blob.vercel-storage.com/cta/schedule%20a%20free%20strategy%20session%20today-71nxI8IjipsNWn5HZlezFcxibVvXHd.png)](/contact/)

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When “Modernization” Backfires: The Psychology Behind Cracker Barrel’s Rebrand Fiasco

By Yuliya Rostan, Yo Marketing Agency Creative Lead Scroll through the headlines and you’ll see it. Outrage. Memes. A nationwide sigh of “bring back Uncle Herschel.” In August 2025, Cracker Barrel, a brand synonymous with old-time Americana, unveiled a brand redesign. Gone was the iconic logo of the man in overalls leaning against a barrel. The interiors? Brighter, sleeker, stripped of their antique charm. The intention was clear: court a younger demographic and signal a modern, forward-looking company. Instead, they triggered a full-blown identity crisis. #### Nostalgia Is More Than Decoration: It Is Identity Psychologists have long understood that nostalgia is not just a warm, fuzzy feeling; it is a powerful anchor for identity. When customers embrace a brand over decades, they weave it into their own story. As consumer psychologist Susan Fournier famously wrote, “people form relationships with brands just as they do with people.” Cracker Barrel’s loyalists were not just buying biscuits and gravy; they were buying a connection to a simpler, idealized past. That rocking chair on the porch? That was grandma’s house. The old-timey man on the logo? A silent promise of comfort. When the company abruptly removed these cues, it felt like a betrayal. As one customer told Business Insider, the new logo was “sterile, something you’d see on a tech start-up, not my Saturday morning tradition.” #### The Psychology of Brand Ownership Customers often feel a sense of ownership over brands they love. Psychologists call it “psychological ownership,” the feeling that “this is our brand,” even when they do not own a single share. The outcry was not just about aesthetics; it was about control. Loyalists felt like their family heirloom was being redecorated without their permission. For many, Cracker Barrel was not merely a place to eat; it was a living scrapbook of road trips, family traditions, and Sunday morning rituals. When a brand becomes part of someone’s personal history, any uninvited change can feel almost intrusive. Psychologists note that when people develop what is called “psychological ownership,” they respond to unexpected alterations with the same protective instincts they would if someone rearranged their own home without asking. The logo and décor were more than visual cues; they were the tangible markers of countless personal memories. Removing them without dialogue made loyal customers feel sidelined and disempowered, as if the company had forgotten that those memories were the true foundation of its success. This is not unique to Cracker Barrel. Similar firestorms erupted when Gap tried to swap its classic blue box for a minimalist font in 2010 and when Tropicana overhauled its orange-juice packaging in 2009. In each case, consumers revolted not because they dislike change, but because they felt excluded from the decision to change something they owned emotionally. #### The Business Cost of Underestimating Attachment The numbers tell the story. Reuters reported that after the redesign, Cracker Barrel traffic fell around 8% and shares slumped as backlash dented restaurant visits. CEO Julie Felss Masino admitted on an earnings call that the company had “underestimated the customer connection to our iconic style.” In other words, they treated nostalgia as window dressing when it was actually the foundation. #### Lessons for Marketers: Honor the Relationship Cracker Barrel has since reversed the logo change and paused its modernization plans. But the larger lesson is not about logos; it is about relationships. Marketers love to talk about innovation, but the brands pulling ahead in 2025 know that creativity is not about chasing trends; it is about deepening bonds. Bold moves should invite customers into the process, not spring a surprise remodel on their memories. Your brand’s heritage is not a liability. It is your moat. Change it carelessly and you don’t just risk bad headlines; you risk breaking trust. At Yo Marketing, we believe powerful brands are built on more than clever design updates. They thrive when change respects the memories and emotional bonds that audiences hold dear. Our work helps companies evolve while protecting the heart of their story, so modernization deepens connection instead of breaking trust. (Sources: Reuters, Business Insider, FSR Magazine, The Branding Journal, AP News.) [![Schedule a free strategy session today](https://8pfraw1pqsd9gr2m.public.blob.vercel-storage.com/cta/schedule%20a%20free%20strategy%20session%20today-71nxI8IjipsNWn5HZlezFcxibVvXHd.png)](/contact/)

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Project Coordination: The Hidden Ops That Deliver

By Elise Cedre, Yo Marketing Agency Knowledge and Workflow Manager At any agency, there are the roles you see front and center: designers, writers, strategists—creating the work that clients sign off on. And then there’s the quieter work that rarely gets noticed: the systems, trackers, and conversations that make sure everything actually gets delivered on time. That’s the work of project coordination, and while it might not always make headlines, it makes all the difference. #### Turning Chaos Into Clarity Every client project starts the same way: lots of ideas, moving parts, and different expectations. When projects move fast, ideas can easily get lost unless there’s a way to connect the dots. Project coordination helps translate conversations into actionable steps, spot what’s missing, and make sure every team member has what they need. It’s not glamorous, but it’s essential. Because when deadlines get tight (or feedback comes in late), having a system in place is what keeps the work moving forward. #### Knowledge as the Glue One of the most valuable lessons in this role is that knowledge has to live somewhere accessible. If information only exists in someone’s head (or in a single email thread), it’s as good as gone when things get busy. That’s why so much effort goes into building trackers, intake forms, and clear documentation. A few months ago, we were deep in the middle of a website launch. The client’s requests were coming in fast: some by email, some by text, some in meeting notes. The design team was getting frustrated because changes seemed to overlap, and no one was sure what was final. Once everything was pulled into a single tracker, tagged by page and priority, the confusion cleared up. Within an hour, everyone was back on the same page. That experience showed how much smoother things go when there’s a clear, shared system in place. #### Creating Space for the Work to Shine The invisible work of coordination actually frees up the creative work to shine. Designers don’t have to chase down missing details. Writers can focus on telling the right story. Strategists can spend more time on ideas and less time on logistics. Behind the scenes, project coordination means checking the timelines, sorting feedback, and making sure nothing slips through the cracks. When that work is done well, no one notices—and that’s kind of the point. #### Why It Matters Clients might never see the dozens of small reminders, the re-sorted trackers, or the “quick check-in” emails that make a project successful. But they do feel the results: smoother communication, fewer surprises, and projects that deliver on time. That’s the invisible work of project coordination. And while it might not always be the loudest part of agency life, it’s what makes sure the loudest parts: the creative, the strategy, the client wins, actually get to happen. At Yo Marketing, we handle the behind-the-scenes work so your team can stay focused on the big picture. Reach out to us and let’s talk about how we can help your business cut through the chaos and focus on results. [![Schedule a free strategy session today](https://8pfraw1pqsd9gr2m.public.blob.vercel-storage.com/cta/schedule%20a%20free%20strategy%20session%20today-71nxI8IjipsNWn5HZlezFcxibVvXHd.png)](/contact/)

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Event Tech Essentials: Engagement, Lead Capture, AI

By Sarah Taylor, Yo Marketing Agency Head of Global Events In my last blog, I [shared how technology has transformed events](https://yomarketing.agency/blogs/from-punched-cards-to-the-cloud-in-your-pocket/), just as it transformed data storage from 62,500 punched cards in 1966 to cloud storage in your pocket today. Now, in Part 2, we’ll dive into some of the most powerful event tools available right now, from real-time audience engagement to AI-driven analytics, and how they can help you deliver experiences that are more engaging, efficient, and impactful. #### 1. Real-Time Audience Engagement Platforms like Slido, Mentimeter or Pigeonhole Live make it easy to run live polls, quizzes and Q&As during sessions. They keep audiences engaged and give you instant feedback you can act on. #### 2. Event Apps & Attendee Networking Customisable apps such as Whova or EventMobi allow attendees to view schedules, connect with other participants and receive updates in real time - all from their phone. #### 3. Lead Capture & Follow-Up Tools like Cvent LeadCapture or iCapture sync attendee data straight to your CRM. No more scanning business cards or manually entering leads after the event. #### 4. Hybrid & Virtual Event Platforms Whether you’re live-streaming or hosting a full virtual experience, platforms like Hopin, Airmeet or vFairs can deliver a smooth, professional feel for remote audiences. #### 5. AI-Powered Analytics & Personalisation Platforms such as Grip or Bizzabo use AI to suggest networking matches, personalise content recommendations and give you deep insights into attendee behaviour. #### Bringing It Together The key isn’t just knowing these tools exist, it’s choosing the right combination for your event goals, audience and budget. The tech landscape moves quickly, so staying informed and adaptable will keep your events ahead of the curve. At Yo Marketing, we specialise in weaving these tools into an event strategy that works seamlessly, from pre-event promotion to post-event follow-up. [![Schedule a free strategy session today](https://8pfraw1pqsd9gr2m.public.blob.vercel-storage.com/cta/schedule%20a%20free%20strategy%20session%20today-71nxI8IjipsNWn5HZlezFcxibVvXHd.png)](/contact/)

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From 62,500 Punched Cards…to the Cloud in Your Pocket

By Sarah Taylor, Yo Marketing Agency Head of Global Events I was feeling nostalgic clearing out the attic the other day, when I stumbled across an old photo online that stopped me in my tracks. It showed a woman in 1966 standing beside an enormous stack of punched cards - 62,500 of them to be exact, which together stored just 5 megabytes of data. It took four days to load it all. Back then this was cutting-edge technology. Today, 5MB is smaller than a single high-resolution image on your phone and it’s transferred in seconds. This isn’t just a quirky bit of tech trivia. It’s a vivid reminder of how quickly technology evolves and how it reshapes the way we work. ### The Event Industry’s Parallel Journey In events, we’ve seen the same transformation. What once took weeks of planning, manual processes, and physical logistics can now be streamlined with a few clicks. • Audience engagement is instant, with live polls, Q&A platforms, and real-time analytics. • Lead capture happens seamlessly, syncing directly with CRMs rather than relying on post-event data entry. • Hybrid experiences connect people globally in a way that was unthinkable decades ago. Just like the punched card days, the “best practice” of today will soon feel outdated. ### The Competitive Edge: Moving With the Tech The winners in events and in marketing as a whole are those who adapt quickly. Leveraging new tools, from AI-powered personalisation to immersive virtual reality, isn’t just about novelty; it’s about delivering better experiences, faster and more efficiently. If 62,500 punched cards can now fit in the palm of your hand, what could your next event achieve when you harness today’s tools to deliver tomorrow’s experiences? Catch up on Part 2 of this blog series, where I’ll share some of the best event tools available today, from real-time engagement platforms to AI-powered analytics and how to use them to make your events unforgettable. It’s a reminder that the right tools don’t just make life easier they unlock possibilities you might never have considered. That’s exactly what we focus on at Yo Marketing. From creating real-time engagement to capturing and nurturing leads after the event, we help businesses deliver event experiences that feel effortless for attendees and impactful for the bottom line. Let’s talk about your next event – [Get in touch here](https://https://yomarketing.agency/contact/) [![Schedule a free strategy session today](https://8pfraw1pqsd9gr2m.public.blob.vercel-storage.com/cta/schedule%20a%20free%20strategy%20session%20today-71nxI8IjipsNWn5HZlezFcxibVvXHd.png)](/contact/)

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Why 2025 Belongs to Customer Marketing

By Sarah Taylor, Yo Marketing Agency Head of Global Events As we head deeper into 2025, a quiet shift is reshaping the way marketing teams operate. It’s not about flashy lead gen tactics or ever-larger acquisition funnels anymore. The most forward-thinking businesses are asking a different question: How do we get more value from the customers we already have? ### Budget Cuts and Strategic Shifts With many marketing budgets under pressure, companies are re-evaluating how and where they invest. For a long time, growth was synonymous with acquiring net-new leads. But in today’s landscape, where CAC (customer acquisition cost) is climbing and conversion timelines are stretching, executives are doubling down on a more efficient path to growth: customer marketing. In fact, while many demand gen roles are being frozen or cut, there’s been a noticeable uptick in investment for customer advocacy, lifecycle marketing, and community-led programmes. These aren’t just tactical roles; they’re becoming the backbone of a more sustainable growth strategy. ### It’s More Than Just Upselling Let’s be clear: this isn’t about squeezing more revenue out of existing clients. The shift is much bigger than that. It’s about: • Creating genuine brand advocates • Showcasing customer success as proof of value • Building deeper loyalty that leads to repeat business and referrals Customer marketers are becoming the storytellers of the business, spotlighting real-world results, amplifying trusted voices, and helping prospects see what’s possible through the lens of existing success. ### Advocacy Over Acquisition When done right, your happiest customers become your most powerful marketing channel. They bring credibility, reduce sales cycles, and build trust in a way no campaign or cold call ever could. And the beauty is, you’ve already done the hard part – they chose you. Now it’s about nurturing those relationships and building a platform for them to tell their story. In 2025, the smartest marketers aren’t chasing attention. They’re earning trust. If you’re ready to turn your customers into your most valuable marketing asset, Yo Marketing can help. We design and deliver customer-led programmes that build loyalty, drive referrals, and create stories that sell. Let’s talk! [![Schedule a free strategy session today](https://8pfraw1pqsd9gr2m.public.blob.vercel-storage.com/cta/schedule%20a%20free%20strategy%20session%20today-71nxI8IjipsNWn5HZlezFcxibVvXHd.png)](/contact/)

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B2B Marketing Has a Creativity Problem

By Yuliya Rostan, Yo Marketing Agency Creative Lead Scroll through LinkedIn and you’ll see it. Blue logos. Safe headlines. Another “Ultimate Guide” with the same stock photo handshake. We’ve optimized everything: audience segments, lead forms, and nurture flows. Everything but originality. And that’s a problem. Because the most powerful growth lever in B2B right now is not automation. It’s creativity. #### Creativity Is a Performance Driver, Not a Luxury Research confirms this. Marketing Week’s [Language of Effectiveness ](https://www.marketingweek.com/knowledge-bank/article/the-language-of-effectiveness-2024/)report found that a significant number of B2B marketers believe creative quality is one of the most influential drivers of marketing effectiveness . Yet creativity is still underappreciated in business conversations. In a WARC article titled [Move Over ROI, What the World Needs Now Is ROC](https://www.warc.com/newsandopinion/opinion/move-over-roi-what-the-world-needs-now-is-roc--return-on-creativity/en-gb/6535), Toby Talbot of Ogilvy Network ANZ argues that return on creativity (ROC) should be treated with the same weight as ROI. He points out that brands committed to creativity significantly outperform the market, with data showing a direct link between creative effectiveness and long-term business growth. According to Talbot, ROC isn’t fluff. It’s a measurable, strategic asset that drives shareholder value and competitive advantage. And I agree. #### So Why Is Most B2B Still Playing It Safe? We’ve confused risk with recklessness, and fear is making our creative decisions. We’ve optimized for efficiency at the expense of distinctiveness. B2B marketing is full of functional content that is informative yet forgettable. We worship metrics but neglect memorability. In today’s attention‑economy, sameness equals silence, and ultimately, silence kills relevance. What we’re missing isn’t process. It’s guts. #### Creativity Belongs at the Revenue Table Creative strategy is not just for campaigns: it should inform brand positioning, product storytelling, and even go-to-market planning. It’s fair to say that the brands pulling ahead in 2025 are not just louder. They make bold creative choices that elevate brand perception, drive pricing power, and make lead gen more efficient. Creative strategy should guide brand identity, storytelling, product launches, and demand generation. It is not decoration. It is differentiation. And in B2B, differentiation drives demand. [![Schedule a free strategy session today](https://8pfraw1pqsd9gr2m.public.blob.vercel-storage.com/cta/schedule%20a%20free%20strategy%20session%20today-71nxI8IjipsNWn5HZlezFcxibVvXHd.png)](/contact/)

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Pipeline Behind? A Mid-Year Marketing Fix

By Sarah Taylor, Yo Marketing Agency Head of Global Events The calendar says June, but your pipeline says February. If you're a marketer or sales lead silently stressing that your targets are still on the horizon rather than within reach, you’re in good company. **73%** of B2B marketers say they’re struggling to meet lead gen targets this year and we're only halfway through. (Source: Demand Metric) So what’s going wrong? Here are 3 common (and fixable) reasons marketing and sales targets are off-track at this point in the year: ### 1. The Strategy Never Left the Slides Let’s be honest: many teams started the year with ambitious OKRs and bold GTM plans. But somewhere between January kick-offs and budget re-forecasts, the actual strategy got buried under campaign chaos and content requests. Without a clear, actionable roadmap, teams are defaulting to ad hoc tactics; launching webinars, running paid ads, or planning an event with six weeks to go and praying for results. Only **42%** of marketers say their marketing strategy is clearly aligned with sales goals. (Source: HubSpot) ### 2. Events: Still a Great Play…When Done Early A well-executed event can still deliver quality leads and sales momentum in H2 - but here’s the catch: last-minute event planning won’t cut it. Late planning leads to: **• Rushed messaging** **• Poor delegate turnout** **• Weak pre/post follow-up** **• Zero alignment with sales** 68% of marketers say they plan events too close to the date to maximise results. (Source: EventMB) ### 3. Your Pipeline Problem Isn’t Volume - It’s Direction Many teams are busy, not effective. More leads, more content, more outreach but little conversion. Why? Because activity ≠ strategy. Without proper segmentation, buyer journey mapping, and aligned messaging, most efforts feel like shouting into the void. Marketers who document their strategy are **313%** more likely to report success. (Source: CoSchedule) So, what now? Here’s the brutal truth: if you wait until Q4 to fix this, it’s already too late. But you don’t need to tear everything up. ✅ **Revisit your GTM and event strategy.** ✅ **Align marketing and sales on what “qualified” really means.** ✅ **Focus your time and budget on fewer, higher-impact channels.** ✅ **Don’t just “do events” - use them as a strategic lever for pipeline.** Need help refocusing your event or marketing strategy before the year runs away from you? Let’s chat. Book a free consultation with the Yo Marketing team.. Together, we’ll design a plan that delivers ROI - not regrets. [![Schedule a free strategy session today](https://8pfraw1pqsd9gr2m.public.blob.vercel-storage.com/cta/schedule%20a%20free%20strategy%20session%20today-71nxI8IjipsNWn5HZlezFcxibVvXHd.png)](/contact/)

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Event Planning: Lessons from The Apprentice: Avoiding Chaos, Cringe, and Catastrophe

By Sarah Taylor, Yo Marketing Agency Head of Global Events ### What The Apprentice Can Teach Us About Planning Events (Hint: What Not to Do!) Every year, The Apprentice returns with a fresh batch of hopefuls, questionable business plans, and eyebrow-raising catchphrases. And every year, we, the viewers, shout at the TV as they fumble through tasks that any competent marketer or event planner could have aced with their eyes closed. But if you peel back the drama and dodgy sales pitches, The Apprentice is actually a goldmine of “how NOT to run an event.” So, let’s take a look at what it teaches us (often the hard way) about event planning. ### Strategy Isn’t Optional, It's the Starting Line The classic mistake? Charging headfirst into a task with zero strategy. In event planning, this is like booking a venue, caterer, and keynote before deciding on your target audience or event objective. Just like on The Apprentice, it ends in chaos and a boardroom showdown. **Lesson**: Strategy first. Always. Know your audience, your goal, and your metrics for success before you even pick up the phone. ### Everyone Thinks They’re the Project Manager One of the joys of The Apprentice is watching ten people all try to lead at the same time; usually by talking over each other. Events need collaboration, yes, but they also need clear roles, responsibilities, and someone steering the ship. **Lesson:** Choose your event lead wisely. Define roles early. No one needs three people arguing over canapé choices the night before. ### Branding Blunders Are Painfully Real Remember that task where the candidates had to brand a cruise and came up with names like "Bouji Cruises" or logos that looked like clip art from 1997? Yeah. We’ve all seen events fall flat because the brand experience didn’t resonate or felt half-baked. **Lesson**: Strong branding = cohesive, memorable events. Invest the time to get it right, from your invite to your follow-up email. ### Ignoring Feedback? Fatal Whether it’s a focus group flat-out telling them the idea doesn’t work or a client asking for a pivot, candidates on The Apprentice often nod politely…and then carry on regardless. **Lesson**: In events, feedback is gold. Post-event surveys, client check-ins, even team debriefs; they’re all essential to doing it better next time. ### Overpromising = Under-delivering Who could forget the times when the candidates promised luxury and delivered…a lukewarm buffet in a drafty hall? Setting expectations too high (without the plan to meet them) only ever leads to disappointment. **Lesson**: Be realistic, be clear, and always have a backup plan. Under-promise, over-deliver, your attendees will thank you. ### Final Thought Watching The Apprentice is entertaining because it’s messy, unpredictable, and often hilariously wrong. But when it comes to planning successful events? Leave the drama on the telly. Get your strategy tight, your team aligned, and your execution flawless. Because unlike on The Apprentice, there’s no boardroom safety net if your event flops. Planning an event that actually lands? We do the exact opposite of what you see on The Apprentice; with strategy, structure, and zero chaos. **If you're ready to deliver an event that wows your audience (without the cringe factor) let's chat.** [![Schedule a free strategy session today](https://8pfraw1pqsd9gr2m.public.blob.vercel-storage.com/cta/schedule%20a%20free%20strategy%20session%20today-71nxI8IjipsNWn5HZlezFcxibVvXHd.png)](/contact/)

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