From the monthly archives: September 2010

a new song for blockbuster

by denise lee yohn on September 29, 2010 · 1 Comments · in brand identity, brand perceptions, business, leadership

A year and a half ago, I wrote “Don’t Stop Retailin’, Blockbuster,” an encouraging post to the then-struggling video rental chain.  Blockbuster had just hired a new advertising agency and CEO Jim Keyes was mapping out his digital media-heavy plan for re-invigorating the business. I offered a different perspective saying, “While Blockbuster’s Keyes may want [...]

the business of managing tensions

by denise lee yohn on September 23, 2010 · 1 Comments · in brand communication, brand perceptions, business, innovation, leadership, marketing, retail

The fundamental tensions which companies must manage well was the primary topic of a panel I spoke on last week.  We discussed H2OAudio, a company which makes waterproof cases, waterproof headphones/headsets, and waterproof armbands for iPods and MP3 players.

ernan roman on voice of customer marketing

by denise lee yohn on September 21, 2010 · 1 Comments · in brand communication, brand touchpoints, marketing

Ernan Roman is one of the leading authorities in Voice of Customer-driven Relationship Marketing and I’m pleased to share my interview with him. Ernan is President of the eponymous marketing consultancy, Ernan Roman Direct Marketing, (ERDM) which works with innovative Fortune and Growth companies such as Microsoft, NBC Universal, Reliant Energy, and IBM. I’ve known [...]

best bits from dine america 2010

by denise lee yohn on September 16, 2010 · 1 Comments · in business, leadership

Earlier this week, I had the opportunity to speak at Dine America, the invitation-only conference for senior executives in foodservice, produced by QSR Magazine.  Insights from my session, The Price is Right (winning pricing strategies for QSRs) will be featured in an upcoming edition of my monthly column with the magazine. In the meantime, I [...]

what great service providers do

by denise lee yohn on September 13, 2010 · 0 Comments · in business

Over the last few months I’ve had the opportunity to hire and partner with other service providers.  It’s been interesting because I’m usually the one service-providing. These have been great learning experiences for me, as I’ve gotten to enjoy first-hand the benefits of working with really good service providers — as well as feel the [...]

ryanair: a brand i love to hate

by denise lee yohn on September 10, 2010 · 0 Comments · in brand communication, brand delivery, brand identity, brand perceptions, business, leadership

Eliminating co-pilots; offering standing-only cabins; asking customers to work the baggage conveyor belt – these are the things Michael O’Leary dreams of.  As CEO of Ryanair, O’Leary loves to propose provocative potential developments for his airline. Does he do it because he’s a rabble-rousing PR machine or because he’s a shrewd businessman – or both?  [...]

the problem with brand valuation

by denise lee yohn on September 7, 2010 · 2 Comments · in brand value, business

We’re about at the midpoint between the release of Forbes’ “The World’s Most Valuable Brands” report back in last July and Interbrand’s “Best Global Brands” report which is due out on September 15th (it usually gets picked up by Businessweek.)  You know those studies which report, for example, that Coca-Cola is the world’s top brand, [...]

where brain science and marketing meet

by denise lee yohn on September 2, 2010 · 0 Comments · in brand communication, brand perceptions, brand touchpoints, marketing

Today I have the honor of being a guest blogger on the brainy blog, Neuromarketing.  My post, Maslow, Emotion, and a Hierarchy of Service, proposes a Maslow-inspired hierarchy on the topic of meeting consumer needs and motivations with customer service. Please check it out and let me know what you think. I thought I’d take [...]