Archive for the ‘Lesson Eleven’ Category

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A Brand Case Study in What Not to Do

**Update: 8/4/14 — As of 3 p.m., it appears the Union Street Guest House has deleted the Facebook posts — including hundreds of comments — in an attempt to put the situation to bed. All we can say is…yikes. Another shining example of why it’s crucial to have a savvy Community Manager on staff if your […]

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Banning Smartphones is Not Smart Business

Recently, it seems I have seen a lot of restaurants bragging about being “smartphone-free zones,” encouraging patrons to instead talk to one another. While I wholeheartedly agree that a meal is time meant for sharing with your dining companion(s), banning smartphones in restaurants is simply bad business.  Before I continue, I should clarify. I’m not talking […]

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A Letter and a Lesson

A friend shared a post on reddit with me last night. By the time I reached the end of the story, it had raised a few questions. Important questions we should all be asking on a daily basis: Are you giving your employees the tools to perform a function? Or are you empowering them with the support and space to do […]

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Customer Happiness Is the New Customer Service

Two households, both alike in dignity. Oh wait. Wrong story. And though mine doesn’t take place in fair Verona, it is a love story about two brands. STORY 1: WARBY PARKER I recently received a new prescription from my optometrist. As has become the case over the past few years, the impetus of my visit was mostly about […]

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