The kids and I are on a road trip, heading down to Boston to visit my brother. First overnight stop was at what I thought was going to be just another hotel. But I was wrong. From first stepping in to the lobby of Hampton Inns in Sayre, Pennsylvania we were made to feel like we might be the only people staying there that night. The funny thing is… Read More »Are You the Director of YOUR First Impressions?
Just under 2 weeks ago I launched my 2013 Reader Survey. This is the first time I have done this exercise in such a direct and open way. Usually I would rely on anecdotal feedback or by asking a few questions. But this has helped me a lot in getting to know more about my readers and what is important to them. I hope that it will help me to… Read More »5 Insights From My Recent Reader Survey
Shopping online is something we do now on a regular basis, but as more companies move toward this business model they need to ensure that they are delivering on the promises they make. One of those 'unwritten' promises is if its an online purchase then the expected speed of response and ease of use is almost a given. But based on three recent online experiences that is not always the… Read More »Are you delivering your brand promise?
Just before winter started (or at least was meant to start) we ordered some new winter jackets and ski pants for the kids and we ordered then via L.L. Bean. A few weeks earlier we switched our TV to Bell satelite. The L.L. Bean order arrived promptly and one pair of pants was on back order and one jacket was the wrong size. A replacement was sent out the… Read More »Why Bell Canada Will Never Be Successful – and L.L. Bean will continue to be.
Our family has just returned from a relaxing and enjoyable vacation in Jamaica, a country I had never visited before and we were able to experience some really fun and unique moments on the island as well as really just switch off and unwind. Obviously I still had my 'branding hat' on and it was interesting to observe that the staff at our resort were generally not typical of what… Read More »Where does the buck stop when it comes to brand experience?