Currently viewing the tag: "customer service"

radical differentiation at lululemon

by denise lee yohn on March 28, 2012 · 0 Comments · in brand delivery, brand perceptions, business, marketing, marketing to women, retail

Last week, the Wall Street Journal featured a piece about Lululemon Athletica’s “secret sauce.”   Although many stories have been written about the retailer of yoga-inspired athletic apparel, this one succinctly relayed the elements that distinguish Lululemon from other brands.

brand experience brief: rei soho

by denise lee yohn on February 18, 2012 · 0 Comments · in brand delivery, brand touchpoints, innovation, retail

(Welcome to a “brand experience brief” — insights and analysis of new and interesting restaurant and retail concepts.) REI’s first store in New York City is the quintessential flagship store – it’s big, it’s in a prominent location, and it showcases the brand like no other retail store. Check out my video recap on this [...]

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” [...]

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 [...]

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 [...]

wrap rage

by denise lee yohn on November 3, 2008 · 0 Comments · in brand delivery, marketing, packaging

Amazon has launched a new initiative I’m just thrilled about. The initiative, “Frustration-Free Packaging,”