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Once Upon A Brand
April 10, 2013 by Ben NobleDo you know the story about the Three Little Pigs? Could you recite the story if I asked? Could you tell me the moral? If I had to guess, I’d say you answered yes to all three questions. Let’s try another quiz. What was the last infomercial you saw? What were some of the features and benefits of that product? If I had to guess…
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Similar Strokes for Different Folks
March 14, 2013 by Beth HandriganA young single adult, living with two roommates—a stay-at-home mom with three children under six—a busy professional who works 14-hour days… What could these three types of people possibly have in common? Questions of this caliber haunt marketing executives day-in and day-out. They sit at their desks into the late hours of the night with a solitary lamp and a cold cup of coffee, unsure…
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A Tale of Two Brands
April 12, 2012 by Mike BehrThe Impact of Customer Complaint Resolution As a wise colleague of mine used to preach “every interaction with your brand is a chance to keep or break your brand promise.” Resolving customer complaints, issues or disputes is one of those types of interactions. And while trying to placate disgruntled customers is as old as commerce itself, in this age of social media, how well (or…
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