Forbes covers some of the highlights of a recent WSJ article that explored the secrets behind the success of the Apple store. It basically comes down to a few simple thing- having a powerful brand has to be key, but control and attention to detail follow closely behind. “Apple’s control of...
In a great post from The Economist about the language of air travel the author discusses how insider language creates a disconcerting experience for air travelers. For a category, where service is supposed to matter, the failure of language to bridge the gap and create more humanity and warmth is a...
Many companies are obsessed with their customer satisfaction scores and look to make customers satisfied. Software company, 37signals believe that's satisfaction is a pretty low bar and believe the right criteria is happiness. Here's 37signals belief system around happinessHere's how people get...
With hundreds of un-differentiated brands in the category, hotel chains are finally going back to their roots and realizing that after years of neglect, service is the one thing that they can focus on that really makes a difference. According to the NYT, hotel chains are experimenting with new...
The world about mobile application is all about entertainment and utility; either they are great for killing time or they do something useful. AT&T has decide to build an application for something that not many brands might be thinking about, complaints. Everyone is familiar with the the...
Exciting and euphoric are not two words I would use to describe for Microsoft. The fact that this clearly staged euphoria was manufactured for public consumption, note the presence of TV cameras, is a sign that Microsoft means business. I guess If you can't beat them you have no choice, but to join...
"Advertising is a tax you pay for unremarkable thinking."Robert Stephens, founder of GeekSquadVia Social Customer ManifestoPosted by Ed Cotton
In 2004, Alex Frankel took us on a journey inside the mysterious world of brand name development process with his first book, Wordcraft. In his latest book, Punching In-The Unauthorized Adventures of a Front-Line Employee, Alex examines the world of America’s front-line employees based on his...
Even when it's bad.Seven hours of real hell condensed into a manageable seven mins.It's not just Jet Blue with the troubles. ViaPosted by Ed Cotton