I am a longtime fan of New Balance shoes. The company maintains an almost freakish commitment to fit - and customer service. Read more »
The Tug-Of-War For Your Company’s Reputation
My experience this week with a major medical institution is a sharp reminder that you can't stake your reputation solely on one department. Read more »
The Personal Mark of J. Crew
Sometimes, the littlest things can fortify a brand in the customer’s mind. Take this card, which arrived with my J. Crew mail order a few days ago: (Click on the image for a full-size version) Polishes away a little of the corporate stigma and lends the personal touch. Granted, the card is printed, not handwritten, [...] Read more »
Motrin Brand Debacle Proves My Point
A few days ago, I wrote about the cultural sea change that’s just getting underway – a movement that will give female customers more power than ever. The two areas I told you to put on your radar – technology and transparency – have already to come back to haunt Johnson & Johnson’s Motrin brand [...] Read more »
Now I Heart Zappos, Too
Thanks to Seth for pointing out I Heart Zappos, the honest-to-god, real-life, over-the-top, move-you-to-tears customer story of 2007. Have a small advertising budget? Want to create something extraordinary? Read the post and see why everyone is crazy about Zappo’s. Think that post isn’t some of the best word-of-mouth ever? The greatest thing about it is [...] Read more »
Best Buy’s Disconnect With Customers
Tsk, tsk, tsk. Best Buy has rated yet another story in the blogosphere, this time from one of the most influential blogs around – GrokDotCom. In Best Buy, Worst Buy, Bryan Eisenberg has written about his own mother’s recent experience in trying to have a flat screen TV installed in her home. This one’s a [...] Read more »
Does Revlon Have Its Head in the Sand?
The biggest surprise for me since starting this blog nearly 3 1/2 years ago has been discovering who the people are that not only take the time to read it, but respond to posts about their industry or company. I’ve heard from (and been sometimes challenged by) executives at Timberland, Best Buy, Ford, General Motors, [...] Read more »