Do you deliver emotional value? How the little guy beat Coca Cola!
Imagine a powerful brand like Coca Cola entering into a market like Peru and losing to a local drink like Inca Kola! Why would Coca Cola, one of the worlds most powerful brands, not win market share from “the Golden Kola” (a sweet fruity lemon verbena-flaored soda)? Here’s the answer in two words? EMOTIONAL VALUE…
Is your brand a myth, story, or legend?
I admit I wasn’t paying adequate attention when my elementary school teacher covered this but as someone who works with and writes about “legendary” brands I now have a compelling interest….and so should you. How would you categorize your company? …. a myth, story or a legend. Here are some quick definitions to aid your…
What do you think of the Starbucks decision to serve alcohol?
The QSR magazine article I referenced in a blog last week was published today. Check it out, https://bit.ly/aREEKX share it with others, and offer your opinion about Starbuck’s decision to serve alcohol
In the bottom of the 9th, it comes down to “talent”
Congratulations to the San Francisco Giants for bringing the first World Series pennant to the city by the bay. By all estimations San Francisco lacked the “star power” of other teams in Major League Baseball but what they lacked in “superstardom” they made up for in talent consistency, passion, and excellent tactical leadership. Undoubtedly San…
5 Ways Customer Service Should NOT be like Politics
As we come to the end of yet another vicious campaign cycle, I couldn’t help thinking about how “would-be public servants” demonstrate the worst of servant leadership. Service should not be like politics, in that service is: 1) about people not power 2) emphasize those being served not the one serving 3) occurs without making…
What would Drucker Do?
Peter Drucker, undoubtedly one of the world’s most influential management consultants, would have been 100 years old next month. Drucker died 5 years ago but his advise is much needed today. Drucker’s body of work spans 39 books and as such is impossible to capture in a short blog but at it’s core his message…
Is your service visionary or just your hallucination?
My friend Terry Paulson, author of the Optimism Advantage, says the difference between a vision and a hallucination “is how many people see it.” In order for service to be “real,” leaders need to create a roadmap for its delivery. At the Ritz-Carlton Hotel Company that vision starts with a”credo” which is placed on a “credo…
Profiting or Perishing through People
Every year the findings from research conducted by Accenture come out the same – 50% customers who defect from a business do so, not because of inferior products, but because of bad service. While working on my new book about Zappos, to be released in the fall of 2011 entitled The Zappos Experience, Tony Hsieh…
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