Tag

Customer Service

Business Success Depends On The Brand Experience You Deliver

When it comes to buying and using a product or service, we’ve all had good and bad experiences. Chances are we’ll go back to wherever the experience has been good and never darken the halls again where it’s been bad. Not long… Continue Reading →

Crises Management And Brand Image: A Short Example

A few years ago, my wife bought a sporty little Hyundai Elantra to replace her worn and torn mini-van. The styling and features played dominant roles in her decision, but the 40MPG possibilities touted by the company also factored in… Continue Reading →

Bad Auto Attendant Phone Experience Bad For Your Brand

Sadly, we’ve all had similar experiences.  Here’s mine: Called a seldom-used vendor the other day to request a quote on a small project. Auto-attendant prompted me to dial my party’s extension if I knew it (I didn’t) or the department… Continue Reading →

Want Business Success? Start By Just Doing Your Business.

My daughter had a recent interaction with no-frills Spirit Airlines.  It didn’t go well.  The short story: Tampa to Chicago by way of Dallas.  Mechanical delay in Dallas, very poor communications to waiting passengers at the gate, eventual cancellation of… Continue Reading →

It’s The Small Stuff That Can Have The Biggest Brand Impact

The waiter at Fore Street restaurant in Portland, Maine was just doing his job. I ordered my Bombay Sapphire martini a little dirty, just as I had hundreds of times before at hundreds of other bars and restaurants. As we… Continue Reading →

What Drives a Great Brand? Richard Branson Knows.

(Sir) Richard Branson gets it.  That’s why he’s been more successful at starting, growing, and profiting from his businesses than you, me, and hundreds of our most successful friends and associates put together.  Here “it” is, in his own words:… Continue Reading →

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