Archive for the ‘Brands’ Category

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How to Be Good: It’s So Obvious That It’s Not

For some reason, whenever I go grocery shopping, I find myself drawn to a random row of product in the baking aisle. The “weird flours,” if you will. I always wonder about the people who are purchasing those little bags of coconut flour and hazelnut meal. “What are you doing with all that chia seed,” I find myself wondering. It’s […]

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Great Brands Help People Be Great

A core belief in our PASSION CONVERSATION book is the need to rewire a marketer’s brain to appreciate creating opportunities (online and offline) for the customers you serve to share their own stories. A lot of good can come out of encouraging people to talk about themselves, their lives, their hopes, and their accomplishments. Ultimately, […]

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Customer Service Starts when the Customer Experience Falls Apart

Canceling DirectTV and going with a competitor wasn’t on my to-do list when I moved last month. But that’s exactly what happened. After far too many crisscross conversations with different customer service reps telling me different things, I could not reward DirectTV with my continued loyalty. I will not bore you with all the gory […]

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Talkable Brands: Chipotle’s Cultivating Thought

This weekend I went to Chipotles for lunch with my “other”.   It was well past 2pm. We had been out and about and were starving. As we sat down, Steven casually handed me my drink cup. Printed on the side of the cup was a wonderful set of words and the little illustrations in the photo above. I’ve […]

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