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Service is not a Slogan
How Ritz-Carlton Designed Its Culture to Deliver On the surface, most luxury hotels look the same. From the impeccably-designed lobby to knowledgeable concierge and the flavored water station, and from the carefully curated ambient music to the signature “hotel” scent, the surface-level view is often interchangeable. That shouldn’t be surprising for travelers. The continued consolidation…
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From Fresh to Fatal
A strategic narrative is more than just marketing—it’s an operational compass.
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If Your Brand is Customer-First, Then Why Am I Still on Hold?
Maybe it’s time to admit that it’s not pandemic-related: most brands really just don’t care about their customers
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Trust Us: We’re Evil
In Order to Be Trusted, People Must Know What You Stand For
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Prescription: Prioritization
Mary Scheurman is dead because Publix cares more about revenue than people.
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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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Deadlier Than Cyanide
When a company acts in alignment with its brand promise, it strengthens trust, resilience, and long-term brand equity.
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Suffering From Premature Gratification?
People may think they want instant gratification, but what they’re really looking for is enduring satisfaction.
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Won’t You Be My … Customer?
The power of empathy and authenticity in customer relationships, courtesy of Mr. Rogers.
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Deadlier Than Cyanide
When a company acts in alignment with its brand promise, it strengthens trust, resilience, and long-term brand equity.
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What The Frap Is Wrong With Starbucks?
Starbucks’ fall from café icon to brand confusion reveals the cost of chasing everyone — and losing your story in the process.
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FCK ‘em If They Can’t Take a Joke: The Art of the Brand Apology
Brand Crises and how to be Authentic in your Pivot “My new goal is not to explain jokes.” In 2015, the Internet’s mob mentality trained its ire on Tina Fey, demanding an apology for a perceived racist joke written into The Unbreakable Kimmy Schmidt. Fey not only dismissed the accusations, but lamented the way social…
