In this brief talk, the speaker defines marketing as the process of turning a brand’s offerings into feelings that prompt people to comment—"remark"—about the experience. Using a dentist as an illustrative example, he argues that even the most skilled provider will not generate word‑of‑mouth referrals unless they do something truly remarkable. The core claim is that effective marketing is any action that causes customers to remark, and without remarkable experiences, word‑of‑mouth marketing fails.
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