branding, Business, Customer Service, Marketing/PR
Is brand loyalty dead? One of the interesting findings in the IBM survey of CMOs ( here is is my take on the overall report) is that companies are unprepared to deal with “decreasing brand loyalty.” They’re asking the wrong question. Were travelers...
innovation, Odds & Ends, Technology
I didn’t realize until last night how much Steve Jobs changed my world: He added color (orange desktop computer, red netbook). He added usability (point-and-click operating system versus the old DOS). He made music truly portable (mp3 player, streaming...
business models, innovation
Spotify has landed in America. The music-streaming service with 15 million songs in its catalogue is likely to be disruptive to the music industry in a way that Apple only dreamt of. Here are three reasons: 1. My vinyl is finally obsolete. I have a large collection of...
Business, Customer Service
Bling only gets you so far. You can own a big house, but you still have to mow the lawn. You can buy expensive china, but your food still has to taste good. You can put on an Armani suit, but your product still has to wow the customer. My first experience at an Apple...
business strategy, Customer Service
Chevy Chase Bank (now owned by Capital One) appears to have discovered free business banking. I know; I used to be their customer. In fact, I had one or more accounts with the bank for over 20 years. While there are lots of reasons I left that bank, there’s...
