Currently viewing the category: "brand touchpoints"

thank you and come again

by denise lee yohn on February 2, 2012 · 0 Comments · in brand communication, brand touchpoints, marketing, retail

brand as business bit:  My latest Brand New Perspectives column in QSR Magazine answers a QSR operator’s question about keeping customers coming back. The piece outlines my thoughts on increasing purchase frequency — an objective of practically every marketer — I would be remiss if I didn’t mention the effectiveness of a heart-felt ‘thank you.’  [...]

brand-building for small businesses

by denise lee yohn on January 16, 2012 · 0 Comments · in brand perceptions, brand touchpoints, business, marketing

brand as business bit:  I just taught “Why Small Businesses Need Brands and How to Build Them,” a session in Marketing Profs University course on Marketing Your Small Business. I talked about how brands don’t only create value for large companies — they’re also important to small businesses.  A couple of reasons: Small businesses need to [...]

brand experience brief: subway café

by denise lee yohn on November 25, 2011 · 4 Comments · in brand perceptions, brand touchpoints, marketing, retail

(Here’s another installment of “brand experience briefs” — insights from my audits of new and interesting retail and restaurant concepts.) What:  Subway Café

build your brand with a cohesive customer experience

by denise lee yohn on November 22, 2011 · 0 Comments · in brand delivery, brand tools, brand touchpoints, retail

The holiday shopping season is upon us and retailers are trying to navigate the challenges and opportunities of the new retail reality.  As a recent Bloomberg Businessweek article observed, “Americans don’t shop the way they used to.”

brand experience brief: the walmart.com store

by denise lee yohn on November 11, 2011 · 2 Comments · in brand delivery, brand touchpoints, retail

(This is the first installment of “brand experience briefs” — insights from my audits of new retail and restaurant concepts.) What:  the Walmart.com store

note to ceo: take a crap

by denise lee yohn on October 25, 2011 · 0 Comments · in brand delivery, brand perceptions, brand touchpoints, leadership, retail

I’m guessing most of you don’t frequently have the opportunity to tell your CEO to go take a crap, but that’s essentially what I did last year – and ever since, we’ve had a fruitful and rewarding relationship.

central market – a retail experience

by denise lee yohn on October 5, 2011 · 1 Comments · in brand touchpoints, retail

(Today’s post is the last in a mini-series of reviews of retail concepts that have caught my eye.  I’ve already covered 77kids in Times Square and new Starbucks stores in Seattle.  Hope you’ve enjoyed my takes on what makes a store more than a store – a real experience.) Central Market defies convention.  The Texas-based [...]

missed opportunities

by denise lee yohn on August 23, 2011 · 1 Comments · in brand communication, brand touchpoints

The adage “god is in the details” is usually offered in reference to a small mistake with big consequences. And when it comes to brand touchpoints, it’s commonly known how a screw-up here or a snafu there can cause significant damage to a brand’s image and equity. But often the most important details are ones [...]

retail evolution

by denise lee yohn on August 9, 2011 · 0 Comments · in brand perceptions, brand touchpoints, business, marketing, retail

In just the past week, I’ve had several conversations about the future of retail – and how drastically shopping as we’ve known it is going to change. From these provocative discussions, it’s become clear to me that retailers must change the way think about and build their brands, or face extinction.

filling shopping bags by filling needs

by denise lee yohn on June 7, 2011 · 0 Comments · in brand delivery, brand touchpoints, retail

For the retail industry, the Great Recession has become the Great Malaise. Last week, Karen Talley reported in the Wall Street Journal that most retailers missed expectations for May. While there were some bright spots, the 25 retailers tracked by Thomson Reuters posted 4.9% growth in May same-store sales, instead of the expected 5.4% gain.

trader joes, where less is more

by denise lee yohn on May 31, 2011 · 6 Comments · in brand communication, brand delivery, brand touchpoints, marketing, retail

(Welcome to the second in a two-post series on how retailers manage the choice conundrum.  This is written by C. B. Whittemore, Chief Simplifier of Simple Marketing Now, a marketing communications consultancy focused on simplifying customer interactions with social media and content marketing.  The first post, REI Makes Choosing Easier, which I wrote, can be found [...]

america’s next great restaurant episode eight recap

by denise lee yohn on April 25, 2011 · 0 Comments · in brand delivery, brand touchpoints, leadership

DLYohn America’s Next Great Restaurant 04.24.11 Episode 8 Recap from Denise Lee Yohn on Vimeo. other insights from the show: targeting and focus are more important that size and mass appeal — episode 7 recap attention to detail can make or break a business — episode 6 recap the adage “the customer is always right” [...]

america’s next great restaurant episode six recap

by denise lee yohn on April 11, 2011 · 1 Comments · in brand touchpoints, business

DLYohn America’s Next Great Restaurant 04.10.11 Episode 6 Recap from Denise Lee Yohn on Vimeo. also see: why the “customer is always right” isn’t always so — episode 5 recap 3 keys to success as a fast casual restaurant — episode 4 recap intro to the show

forresters’ diane clarkson on social customer service

by denise lee yohn on March 22, 2011 · 0 Comments · in brand touchpoints, business, marketing

After hearing Forrester analyst Diane Clarkson talk on “Customer Service Is the New Social Marketing” at eTail last month, I just had to ask her to share her insights here. Diane’s work at Forrester focuses on online customer service and she’s become convinced ”social media and customer service are no longer flirting — they are getting [...]