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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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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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