April 3 – Yesterday we started looking for new living room furniture – a couple of chairs and a sofa. As it’s a major purchase with a (hopefully long life span), we’re looking both at the construction methods as well as the experience with the company. The first place we went was a complete turnoff. [...]
Posts tagged as:
customer experience
March 28 – Avid home junkies, my family and I enjoy perusing home accessories and furniture stores and recently walked through a newly renovated store in NW Portland. It had a beautiful entrance and warm presence. It had a great sense of style – but not totally unique or over the top. The problem was [...]
March 6 – Why is it that Verizon, AT&T and pretty much every SINGLE mobile service provider treats their current, loyal customers like crap. That is unless your contract’s up giving you the freedom to leave and take your number with you? Because they can. New customers have a choice. Existing customers have the pain [...]
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 19 – A colleague of mine recently took her BMW convertible thr0ugh Mr Car Wash at 510 SE Grand Ave in Portland, Oregon. In the process, both her exterior mirrors were snapped off. Turns out hers was the third car that week that lost both mirrors.
While the owner paid for the first two, he’s [...]
February 12 – After flying all day to Houston and dining on a coffee and two Odwalla bars, I was looking forward to a tasty dinner. Not familiar with the area, I asked the kind folks at Hyatt Place where to go. They sent me to Pappasito’s Cantina. I had no expectations other than for [...]
February 2 – Lately I’ve been working on messaging for Australia. In my research, I talked with our man on the ground about the nuances of connecting with Australians. His takeaways resonated with me:
Australians ’stick to their knitting’
Relationships are important
Be a partner; show we’re really in this together
Don’t diss the competition
Stand on your own merits
Don’t [...]
January 23 – For years PR pros and marketers have used spin, hype and scripts to promote their wares to an often unsuspecting public. As consumers have become more savvy to their methods, so to have the means for integrating messages into just about every aspect of life. From advertorials, sponsorships and clever product placements, [...]
You’re looking at the summit of Mt. Sylvania – one I climb often. I joke about my ‘climb’; it’s more a circuitous walk up the hill from my house. And it’s only 958 feet tall – no crampons needed here. But the view is one of the best in Portland.
But we’re talking business here. What [...]
