Author: Rachel Fox
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Don’t Make Them Search
Customers won’t play Where’s Waldo? when it comes to choosing a brand.
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Atomic Disruption
When Community and Quality Find Its Footing
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The Illusion of Magical Thinking
We were so focused on the future we were missing what was going on around us.
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Narrow Focus, Broad Impact
By narrowing their focus, brands can achieve a broader impact.
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What Happened to Grace from Boston?
When a brand manages to upset its current customers, future customers, and their non-riding friends in 30 short seconds, it may have misunderstood its audience.
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Serving Up More Than Chicken Sandwiches
How Chick-fil-A’s commitment to service and values contributes to its strong brand loyalty.
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OK Computer: High-Tech or High Touch?
The balance between automation and human interaction in customer service emphasizes the enduring value of a personal touch.
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Won’t You Be My … Customer?
The power of empathy and authenticity in customer relationships, courtesy of Mr. Rogers.
