Nicole Malcolm guides the Mr. Clean Car Wash brand as part of FutureWorks, P&G's new-business incubator that's also testing Tide-branded dry cleaners.READ»
Does annoying marketing really pay off in the short or long run? How do we measure this? Who says what's annoying and what's not? These are the questions swirling around the metrics of annoyance.READ»
Last week in my post about coupon clippers I posted a photo of a sign I came across in Georgia. Once more with feeling: Smile Call customers by their names Thank them for their businessWe all recoil from cheesy and insincere ...READ»
EVERYONE's feeling the recessionary pinch, but online businesses – particularly those selling ephemeral and risk-based products like say, travel insurance, have a distinct advantage.
No glassy storefront, no packaged inventory ...READ»
A complete lack of innovation . . . failed opportunities to show vision and innovation . . .complete failure to offer RELEVANT PRODUCTS to the average American public. And now, let’s add another black mark on the record of the big ...READ»
The big three American automakers are circling the drain.
Now executives from the automakers are pushing hard to acquire loans from the previously approved bailout of the financial markets. It’s an overture that was all but doomed ...READ»
Obama wins. America gets a new service innovation capability.
It took only seconds after McCain's concession last night for e-mails to start arriving from Brazil, Malaysia, and Europe. The most significant one, in my opinion, ...READ»
Complaints are a first step to innovation. When your customers complain, they're sharing valuable knowledge with you about their unmet need. Knowledge that, if acted on properly, can guide your idea or innovation to the top. ...READ»
What most people tend to overlook ins ervice companies is that the customer identifies your company with the way they are treated by your frontline people. If they are treated nice, polite and effective, they think you have a great ...READ»
This is my first blog here, so I am going to try to lay down some ground work. Before we can embark in detailed work of what makes feebdack work, and how you can create better customer experiences - let's put some definitions out ...READ»
In the last two years I have seen a consistent and ever growing decadence at big box retailers in the US. Recently I found myself choosing NOT to shop at Home Depot, but instead to visit a smaller retailer further from my home ...READ»
For a long time customer service has been a strong strategic tool for many service-based companies like USAA Insurance Company and the Four Season Hotels and resorts. However, today, product-based companies like Apple and Lexus are ...READ»
In my previous post talking about 'Measure' I introduced you to a company called Clickfox (www.clickfox.com) The more I speak with them the more I realize how far the 'Customer Experience' can be taken. She shared with me how a ...READ»
Unless you are using a branding iron or needle for tattoos, there is no ing in brand.
I make the mistake of using the participle branding and certainly allow others, but I see a problem. As personal brand concepts are becoming ...READ»
My days as an executive recruiter generalist provided insight into many businesses and disciplines. It was the Brand Manager role in many executives and some entrepreneurs I love to apply to the personal brand manager required in ...READ»
Can choice be a bad thing? After years of enjoying friends' Xbox 360s, I decided to go buy one of my own. But then which do you buy? Microsoft currently has four models of the Xbox 360 available. It is further complicated by the fact ...READ»
This being Halloween, it’s time to discuss the three scariest words in the English language: bus station restroom. I know. The image is probably too terrifying for the more squeamish among you, and is likely sending dozens of you ...READ»
Several months ago, I wrote about how Bose's advertising campaign for the TriPort in-ear headphones prompted me to purchase them. And it wasn't just your average advertising either. During the 2006 Holiday season, anyone who traveled ...READ»
Recently, I sat down with David Neeleman, JetBlue's CEO, to hear about the aftereffects of its high-profile meltdown in February and his strategy for leading through crisis. Before the piece hit the presses, we sent an advance copy ...READ»
