March 27 – My wife’s friend Laura shared a recent experience at Giant Burger in Lake Grove, Oregon, an institution that’s been around for more than 40 years. When she asked if they had chicken, they yelled at her, exclaiming that they’re burgers only. And that means beef. The impression she got, was how stupid [...]
Posts tagged as:
brand management
March 5 – Manage your brand for customer experience. Not uniformity. It use to be that we managed a brand by forcing strict adherence to regimented brand guidelines. Make everything consistent and people will start to recognize who you are across all media. But that clearly doesn’t work anymore. In fact, it makes you look [...]
February 10 – Now more than ever and more than you need it. You have choices. The ability to be fickle. Big brand no longer controls the show. But based on the dismal state of customer service, you get the impression that they don’t recognize this yet.
Just like every vote counts, every customer matters. If [...]
