Below is a great story from the Right Now Customer Experience blog that I can really relate to.
Dave Carroll’s story depicts the value of great customer experience and illustrates that spending a little can save millions when it comes to your brand’s reputation.
In 2008, Dave was flying United Airlines with his band Sons of Maxwell [...]

I never thought I would see the day when I was delighted by Northwest Airlines.

Today I got this in my email:
A jump start can be the perfect beginning.
That’s why we’re excited to provide you with 10,000 complimentary Elite Qualifying Miles (EQMs) – which have already been deposited into your WorldPerks account – to help you [...]

The New York Times reported yesterday that Tropicana is reverting to its familiar orange juice packaging after hearing from upset consumers and bloggers.
From the article:
The about-face comes after consumers complained about the makeover in letters, e-mail messages and telephone calls and clamored for a return of the original look.
Some of those commenting described the new [...]

There is a fascinating new study that statistically shows zero correlation between the star power of a box office movie and the film’s profitability.

In other words, just because you hire a big “A Lister” to star in your film, you are not guaranteed any profits.
From the article (which you can read here):
“S. Abraham Ravid, a [...]

It’s time for a rant.
Some genius at General Mills has decided that the Raisin Nut Bran box needs an extreme makeover.
There is no change to the cereal itself, and no large advertising campaign to drive more consumers to sample the product, no in store merchandisers or big end cap displays. Not as far as I [...]

There was a great question posed to the CMO group on Linked In today:
“What are, in your opinion, the top five Marketing Key Performance Indicators, that a CEO should always pay attention to?”
For me, the premise of the question really asks a more fundamental question - do the CEO and CMO have agreement and shared vision on [...]