Bimbo Banter

Influencing Memory: What Matters is What People Remember

  • Crisis
  • February 8, 2017
  • by Merrie Spaeth

Mic 2

If you’re a Spaeth devotee, you know that our fundamental insight is to structure communication to influence what a listener hears, believes and remembers.  A recent article from an editor at Scientific American, describes how much of what we remember is wrong. That’s interesting, but what we paid attention to is his comment that what we remember is affected by “what we talk over with friends,” along with many other contributions. This jumped out at us because it reinforces one of our other dearly held principles, that it’s critical to enlist and involve your company’s employees and customers and other stakeholders in carrying forth your message. They need to talk regularly about your mission, culture and tell your story.  This is also ultimately how a company survives a crisis, bad news or an experience with poor customer service. While paid venues like advertising are important, ultimately, these conversations shape what we remember and ultimately influence our beliefs about an experience or brand.

You May Also Like

Christopher ruddy

The Definition of a Friend

Christopher Ruddy, the chief executive of NewsMax, appeared on PBS Monday night and was described as a “friend” of President Trump’s. He dropped the bombshell that the president was considering firing Robert Mueller, the just-appointed Special Counsel, charged… more 


The Comedian Who Cried Trump

“He broke me,” sobbed so-called comedian Kathy Griffin reacting to the virtually universal condemnation of her stunt of holding up a severed bloodied (plastic) head of President Donald Trump. In the resulting outcry, CNN announced Griffin would not… more 


Setting the Stage: The First Comment

Setting the stage, or more accurately, setting expectations is imperative in crisis management. The initial findings are rarely confirmed and your spokesperson should choose a response that implies the process is fluid. We call this the first comment… more 

Back to Top