UnMarketing: Stop Marketing. Start Engaging by Scott Stratten Summary

1. Replace interruptive ads with authentic engagement to convert static customers into ecstatic brand ambassadors
2. UnMarketing prioritizes trust-building over cold calls by focusing on the Hierarchy of Buying model
3. Transform vulnerable customers using unselling strategies that address pain points through personalized interactions
4. Ecstatic customers drive 10x referrals compared to static buyers—loyalty beats transactional marketing
5. Adopt the Pull & Stay approach: attract ideal clients via value-first content then nurture relationships
6. QR codes only work when tech aligns with customer needs—innovate for utility, not trends
7. Social media success requires three phases: traction through consistency, momentum via virality, then strategic expansion
8. UnSelling shifts focus from closing deals to solving problems at every touchpoint
9. Your team becomes your marketing department—train staff to embody brand values in every interaction
10. Brand authenticity beats clever campaigns—be the company people recommend without incentives
11. Static customers stay neutral; ecstatic buyers recruit others through word-of-mouth evangelism
12. Scott Stratten’s UnMarketing proves lasting growth comes from relationships, not transactions

About the Author of UnMarketing

Scott Stratten, bestselling author of UnMarketing: Stop Marketing. Start Engaging, is a renowned expert in authentic marketing and customer engagement. As president of UnMarketing, he champions strategies built on trust, integrity, and community over traditional advertising tactics.

With a background spanning music industry marketing, sales training, and professorships at Sheridan College’s School of Business, Stratten co-authored six influential business books, including UnSelling: The New Customer Experience (named 800-CEO-READ’s "Sales Book of the Year") and UnBranding: 100 Branding Lessons for the Age of Disruption.

His insights have been featured in the Wall Street Journal, Fast Company, and Forbes, which recognized him as a top-five social media power influencer. A Hall of Fame inductee in professional speaking and marketing, Stratten’s high-energy keynotes for brands like Microsoft, Adobe, and PepsiCo blend humor with actionable frameworks for modern business. UnMarketing remains a cornerstone text for professionals rethinking customer relationships in the digital age.

FAQs About UnMarketing

What is UnMarketing by Scott Stratten about?

UnMarketing challenges traditional marketing tactics, advocating for authentic customer engagement over aggressive sales strategies. Scott Stratten emphasizes building trust through social media, personalized interactions, and transparent communication, arguing that businesses should focus on fostering long-term relationships rather than one-time transactions. Key concepts include the "Pull & Stay" approach, viral marketing through storytelling, and prioritizing customer service as a growth tool.

Who should read UnMarketing?

This book is ideal for entrepreneurs, marketers, and small business owners seeking ethical, relationship-driven strategies. It’s particularly valuable for those frustrated with impersonal ads or cold-calling, offering actionable advice for leveraging social media, improving customer retention, and creating brand advocates. Corporations like PepsiCo and Microsoft have applied its principles to enhance engagement.

Is UnMarketing worth reading in 2025?

Yes—its focus on authenticity and digital community-building remains critical as consumers prioritize trust in brands. Updated examples on millennial marketing, platform-specific strategies, and ethical affiliates make it relevant for navigating modern social media landscapes. Readers praise its practical frameworks for turning customer feedback into loyalty.

How does UnMarketing redefine customer service?

The book positions customer service as a marketing tool, advocating for proactive problem-solving and active listening. Stratten highlights how resolving complaints publicly on platforms like Twitter can boost credibility, turning dissatisfied clients into brand ambassadors. Case studies demonstrate how transparency leads to organic word-of-mouth growth.

What are the key social media strategies in UnMarketing?

• Platform-specific engagement: Tailor content to each platform’s culture (e.g., humor on Twitter, visuals on Instagram).
• Consistent interaction: Respond promptly to comments and messages to build rapport.
• Viral storytelling: Share relatable, emotionally resonant stories to encourage organic sharing.

How does UnMarketing address retaining existing customers?

Stratten argues retention is cheaper and more effective than acquisition. Tactics include personalized follow-ups, loyalty rewards, and creating exclusive communities. The book stresses that satisfied customers become advocates, driving referrals without paid advertising.

What does UnMarketing say about viral marketing?

Viral success stems from authentic, shareable content—not forced campaigns. Examples include user-generated content initiatives and leveraging current trends without overt sales pitches. Stratten warns against “trying too hard,” advising brands to let audiences naturally propagate messages they genuinely connect with.

How does UnMarketing critique traditional advertising?

It condemns interruptive tactics like cold-calling and spam emails as ineffective and alienating. Instead, the book advocates for permission-based marketing, where audiences opt into interactions through newsletters or social follows, ensuring higher engagement and conversion rates.

What leadership lessons does UnMarketing emphasize?

Leaders should model transparency, empower employees to resolve customer issues autonomously, and foster a culture of empathy. Stratten cites companies that thrive by aligning leadership communication with frontline staff actions, creating cohesive brand experiences.

How does UnMarketing apply to small businesses?

It offers scalable strategies like hyper-local social media engagement, collaboration with complementary businesses, and leveraging customer testimonials. A bakery example illustrates how hosting community events can drive word-of-mouth growth more effectively than ads.

What are common criticisms of UnMarketing?

Some traditional marketers argue its methods require significant time investment and may not yield immediate sales. However, proponents counter that its focus on sustainable relationships leads to higher lifetime customer value and reduced acquisition costs over time.

How does UnMarketing compare to Seth Godin’s Permission Marketing?

Both emphasize consent-based outreach, but Stratten adds a stronger focus on post-engagement retention and social media dynamics. While Godin focuses on earning attention, UnMarketing provides tactical steps for maintaining it through continuous dialogue and community-building.