Increase tension with your customer – Nudge the LOVE
I was reading a blog post by the ad agency Redpepperland concerning factors needed to create a beloved brand. In it, the unnamed author astutely suggested that people don’t fall in love with logo’s or brand imagery but do so through the personal dimension. In the past, I’ve suggested that “loving” a brand, is the…
The Starbucks Experience is Back…or Is it?
As the author of The Starbucks Experience, I endured predictions of the brands demise from some very esteemed colleagues. With rounds of layoffs, a January 29th 2009 announcement that 3oo stores were closing, a cooling economy, and increased competition for the gourmet coffee market, it was looking like Starbucks was on the ropes! While other’s…
Send your customer away, it’s for the good of all!
I know this will sound crazy at first, but please bear me out. You SHOULD SEND YOUR CUSTOMER AWAY: 1) when it’s in the customer’s best interest 2) when it’s in your staff’s best interest A recent study cited in the book Service Economics suggests that when businesses truly act like “trusted advisors” (not just…
What’s more important employee or customer care?
I was asked great questions yesterday by two very different audiences (one a diverse group of business leaders and the other a convocation of students at the Monfort School of Business). I’ll pass along one of those questions as well as my answer and then turn that question back to you? What is more important…
A coupon away from leaving you
We’ve all heard it, “customer satisfaction is not enough.” But why not? I recently stayed at a hotel that satisfied me. They were competent in delivering a clean room at a reasonable price, but I have no intention to stay again. If I received a coupon from a competitor in there town I would be…
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…
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