The Power of “We” in Customer Service

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Here's a little anecdote from a shopping experience I had yesterday that shows how a subtle difference in language can really effect a brand...

Engage in the Conversation

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This post is part of our series, "Thirteen Tips For Stronger Branding." See the rest of the series HERE. en·gage  v. en·gaged, en·gag·ing, en·gag·es 1. To involve oneself or become occupied;...

5 Brand Trends for 2013

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I don't have a crystal ball, but that doesn't stop me from having some opinions about what the year to come has in store. Check...

The Most Important Person in Your Company?

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Who is the most important person in your company? Hint: It’s not the CEO, the CFO or even the CMO. It’s the receptionist. Come again? You heard...

When the Customer is Wrong

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Usually the mantra is "the customer is always right".  Great brands go out of the way to resolve issues...often bypassing the details of who...

Twipple: Using Twitter to Ripple Human Kindness

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I recently discovered twipple, a movement  that uses Twitter to spread and encourage random acts of kindness. Here's a short video about twipple featuring Cunning Creative...

What Your Holiday Card Says About Your Brand

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'Ti's the season to send tidings of comfort and joy. Many companies engage in the practice of sending holiday greetings (print or increasingly emails) to...

QuickBite

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"Nice is the new mean." - Lauren Zalaznick, NBC Universal Speaking on a new trend in friendlier customer service in Hollywood' s A- list hotels, quoted...

You Tube & Customer Service

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There's been lots of talk about social media and the power of a disgruntled few who can get their message out to to the...

Taking it to the Streets

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I love New York.A few days ago I was walking in Soho down Broadway during lunch. The streets were packed with shoppers, and tourists...