From What Great Brands Do: Asking “What business are we really in?” drives the development of innovations that break boundaries while maintaining critical emotional ties to consumers. For example, the folks at Uber bill the company as a “transportation network” and they talk about evolving the way people move. The company mission: Transportation as reliable […]
Want to know if you’re building your brand the way great brands do? Take this 10-question brand assessment. […]
From What Great Brands Do: If you don’t develop greatness among your employees, your employees are unlikely to deliver greatness to customers. Learn more in The Secret Sauce of Employee Recruiting and Engagement, a three-part post I wrote for The Keva Dine Agency, a leading recruitment and placement agency for the creative industries. Part One: By knowing […]
Earlier this week, Bruce Horovitz at USA Today asked me what I thought of the new ads from GoDaddy, replacing the overly sexualized use of Danica Patrick with spots featuring her and NASCAR crew chief Tony Stewart playing gags on each other. He ended up using only a line from my response in the write-up, so thought […]
From What Great Brands Do: By connecting internal culture to broader cultural movements, great brands create futures in which they thrive and grow. What do I mean? How about: Lululemon Athletica employees are part of the movement that’s making yoga more than just an exercise routine. Zappos employees are on a mission to “wow” customers at just […]
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 […]
Today we continue our series of video audits and analyses of new or interesting restaurant and retail concepts. Hope you’re enjoying and learning from Brand Experience Week. Just a quick refresher: On Monday, we looked at SuperChix, a new chicken sandwich restaurant concept from Yum Brands. Tuesday’s video was about Evolution Fresh, a new juice-based […]
Welcome to Day 2 of Brand Experience Week — a virtual extravaganza of videos that audit and analyze new or interesting restaurant and retail concepts. These Brand Experience Briefs share my insights into how to design customer experiences that are original, compelling, and memorable. Yesterday, I shared about SuperChix, a new test concept from Yum Brands […]
From What Great Brands Do: A company’s purpose and values mean nothing if they are not aligned and integrated with how the company engages and inspires its customers. Learn more about What Great Brands Do in this interview of me by Bob Morris. other quotes: with great brands, company culture and customer experience are inextricably linked […]
There was a lot to celebrate at Southwest Airlines’ annual shareholders’ meeting last week. The company was riding high after reporting net income in Q1 2014 doubled to $152 million and passenger revenue per available seat mile, a key performance metric for the airline industry, rose 3.5%. . […]