Influx

The Kevin Smith debacle on Southwest gives us a glimpse into a new future of customer relationship management. In the past, companies would have had procedures to cope and manage the treatment of VIPs. Obviously, whatever processes Southwest had in place clearly failed, but given their positioning,...

Over a month has passed since the Domino's incident, but it's worth a second look. The company was criticized for its tardy response, but at least it did something to reassure potential customers who were clearly concerned. The rogue video caused such a fuss because it focused on the hidden fear...

Interesting post by David Kiley over at Business Week, reporting on Nielsen's Business Media's Next Big Idea Conference where Peter Blackshaw talked about the idea of defensive marketing. Peter highlighted the recent safety scares as an opportunity for brands to connect with their consumers when...