{ Monthly Archives }
After reading John Grant’s new book, Brand Innovation Manifesto, I started thinking about Scott’s last post about consistency. Grant makes an interesting point that many modern brands are much more complex than brands that were developed in an ad-centric world, because they are built through experiences. Google, Starbucks, and JetBlue are all pretty hard to […]
What’s better than sliced bread? HOT sliced bread.
My wife and I have never shopped at our local Albertsons. We’ve been loyal QFC customers from day one… but the other day I was driving home from work and had to grab a last minute ingredient. Albertsons was on the way home, and so I popped in. […]
I cracked open a new stick of Degree deodorant this morning and carved into the top were the words, “Lead the Way” (granular picture included - sorry). At first, it kind of made me smile… because when I’m putting on deodorant, I don’t really feel like I’m “Leading the Way”… my purpose is a little […]
I went to a concert this past weekend and was so pumped up after the show that I went on YouTube to see if anyone posted a clip from the performance. Four days and 100 viewed clips later, I’m one of a few hundred posting comments in back and forth, each sharing their experience […]
Been a while since the last post - and for that I apologize. No excuses, just a good ol’ fashioned apology. Which is exactly the theme of this post. If there is a universal customer service handbook in existence, surely chapter 1, paragraph 1 contains this nugget: “Apologize to the customer… even if it’s not […]
