Why WestJet is Winning
We’re all dancing a little faster these days, often too busy to keep our head above the keyboard let ..
When Brands Drop the Ball on the Front Lines
There’s a customer revolt coming. And it’s brands that put as much focus on selecting, training and empowering front-line or even on-the-phone-line employees to act as brand managers delivering their brand promise... (breathe)... as much focus on THAT human interaction as they spend focusing on the online/digital side of their marketing mix. Those are the brands that will survive and thrive. Brands that not only have their finger on the pulse... they actually have one.
Brands make promises. Do they deliver?
With that question in mind, I thought I would launch this blog with a couple of random but tried-tested-and-true brand experiences that I know make […]