"So, tell me again," he said, "exactly what do you do?" You would think that as many times as I am asked what I'd do, I'd have a definitive answer. I do. More or less. Or, well, never mind. Yes, well, there should be world peace too and no child should ever go to bed hungry. But the world - life - isn't just. And
Imagine a long day that ended more than 18 hours after it began. It is after 11:00 PM. You come home, ready to settle in for the nyght, but decide to check email one last time. You open an email from Amazon. Two of the packages you have been waiting for weren’t delivered. The attempt to deliver them failed. There is a link for you
A recent chat with Falcon served as something of a case study about brand message. Much like he's discussed in recent posts about creating a consistent experience, that message sets the tone for all interaction.
Consistent Brand Message Y ou know, getting an oil change shouldn't be a BIG deal.... When it is, especially when it involves "a bait and switch," it can damage your brand for a long time, if not forever. I'm reminded of that every time I see a Precision Tune sign, whether in Greensboro near where I work out, or, when we are on the road.
Our Cook-out ExperienceImagine, if you will, that you have had a long day, and just as you are ready to call the day over, you get a phone call. It's the client. The need you to get to another location - like NOW. Your first reaction is to find a hole and crawl into it because you just want to get some sleep. Your second,
Small Brand Mistakes Loom LargeGetting a cup of coffee right isn't a big deal... Well, it shouldn't be. But it can be, and when it does go wrong, the transaction can undermine a long-standing relationship with a client/consumer.Yesterday, JD Milazzo and I headed off to an outlet mall so I could get basketball sneakers. After we finished shopping, I thought it would be great to
If you haven't seen the mess Burger King got into recently, just click here. In the digital world, a really good idea can go terribly wrong if you don't understand either the technology or its implications. On the surface, it was a great idea. Use Google's Voice Assistant to read the Wikipedia definition of a Whopper Burger. Except, as those of us who are tech