Currently viewing the tag: "brand touchpoints"
brand as business bit: Hold the cone! No, I don’t mean “hold the phone.” I’m saying “hold the cone” because that’s what ice cream shop workers should do. Allow me to explain: Recently while in the Virgin America terminal at SFO, I decided to treat myself to some Pinkberry. After preparing my cone of yogurt [...]
from negative to positive
by denise lee yohn
on May 1, 2013
· 0 Comments
· in brand communication, brand perceptions, brand touchpoints, retail
brand as business bit: Last week as I sat working in my favorite hole-in-the-wall coffee shop as closing time drew near, I overheard two servers reading their store’s recent Yelp reviews to each other. (This, of course, is not a good practice for employees to engage in with customers in earshot, but since I’m such [...]
brand as business bit: In response to a recent post on strategy, Dr. Marco de Haas CEO of S-ray Diagnostics and professor at Erasmus University Rotterdam shared with me a tool that he has developed to facilitate organizational alignment around strategy. The diagnostic tool, S-ray Alignment Scan, visually maps and objectively quantifies which organizational units are [...]
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.” Tweet
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. Tweet
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 [...]
The new laws popping up which require restaurants to post calorie counts next to food listings have me concerned. This may come as a surprise to those who know me – after all, I am a fitness enthusiast and I try to practice healthy eating. So the nutritional content of food is really important to [...]
a little sticker makes a big difference
by denise lee yohn
on March 29, 2010
· 2 Comments
· in brand names, brand perceptions, brand touchpoints, retail
The other day I found myself doing something quite curious – after having placed an item into my grocery cart, I turned around, took it out, and returned it to the shelf. That momentary act wasn’t strange because I’m generally a decisive person — but rather because of what caused me to reverse my actions. [...]
When it comes to mishaps, most companies seem to have adopted Discovery’s song “It’s Not My Fault” as their anthem – but it would be so much better for them to follow Akon’s lead and plainly state “Sorry, Blame It on Me.” To be clear, I’m not talking about issuing apologies for the sweeping mistakes [...]
Recently I met with the folks in Cisco’s brand group and was delighted to find a few simple brand tools sitting in the place where a person’s business cards are usually found. Tweet
I’ve been doing research on some companies and have spent quite a bit of time looking at companies’ corporate reports – e.g., annual reports, official statements, corporate presentations, etc. I’m amazed at how many companies completely overlook these reports as touchpoints through which people experience their brands. Often the reports are dry and pedantic or [...]
Apparently my “Outside Insights” column, How to Defeat McDonald’s**, on QSR Magazine‘s home page has prompted concern among the folks at McDonald’s. It was intended as a service piece for fast feeders looking for insights on how to establish competitive advantage — but the Golden Arches media relations team seems to view it as a [...]
Last week my husband and I were out on holiday — it was a delightful vacation and a wonderful brand experience, an REI brand experience that is. Tweet
Just a heads up I’ll be speaking in the Sales and Marketing Management‘s Virtual Trade Show webcast this Thursday, 10.02.08 at 2:00PT/5:00ET, on “Aligning Your Remote Salesforce.” My main point Tweet
Michael Phelps is going to appear on Kellogg’s Corn Flakes and Frosted Flakes cereal boxes. Apparently Phelps passed on posing on Wheaties boxes where he has appeared before, Tweet
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