loyalty language

Over a third of customers say they would not be loyal to a brand if it weren’t for the brand’s loyalty program, according to Bond Brand Loyalty.  Bond also reports 68% of Millennials wouldn’t be loyal to a brand without a strong loyalty program.   Research by talech shows 87% of consumers want a customer loyalty […]

WGBD Discussion Questions cover page

Ever since my book What Great Brands Do was published, I’ve heard from business leaders who found it to be a rich resource for their thinking and work on brand-building.  Many have told me that they’ve shared the book with their teams and are looking for help in getting their organizations to adopt the brand-as-business […]

retail customer experience

Brand Experience Week wrapped up last week, but there are plenty of Brand Experience Briefs for you to learn from.  Check out these 41 videos that audit and analyze new or interesting restaurant and retail brands to learn the do’s and don’ts of customer experience design: 1. AT&T Retail Center:  With a name like “Retail Center […]

brand logos thumbs up

James Surowiecki’s column in The New Yorker last week, Twilight of the Brands, seemed to suggest that brands are dying.  He argued that the usefulness of brands has decreased given that “consumers are supremely well informed and far more likely to investigate the real value of products than to rely on logos.” His observations about […]

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Last week one of my clients kicked off the journey to operationalize its brand with a fantastic Leadership Meeting! I thought I’d share what the meeting entailed in an effort to pull back the curtain on how I help companies operationalize their brands to grow their businesses. […]