customer experience

  • Banish the skeletons in your brand closet

    brush up your brandBranders often overlook or ignore things that can have a big impact on the impressions they make on their customers. Case in point: the coat closet.

    Some organizations inadvertantly leave others with a bad taste in their mouths over their closets—or lack thereof. Here's why:

  • BRANDCHANTMENT: a remedy for ailing retailers

    magic wand brandchantment mbpThere’s a lot of talk about how retailing—and other traditional business—is dead. And there’s much hand-wringing and complaining about how those big online giants are unfairly hurting brick-and-mortar businesses. 

    While some of this pressure on physical locations is unavoidable, many retailers are driving their customers right into the arms of their online competitors.

  • Don't take the person out of personal service

    Where are u personal service is missingI don’t know whether it’s today’s consumer online habits or a lack of training. But I do know I don’t like it. “What’s the name?” the receptionist blankly asked me at my doctor’s office this week. Ick. There seems to be an epidemic of taking the person out of personal service.

  • What bankers can learn from Girl Scouts about customer experience

    Girl Scout Cookie for bankersSoon, Girl Scout Cookie Time will return. Over the years you’ve come to expect—and thoroughly enjoy—your purchase experience. Whether your favorite is Thin Mints or Samoas, you might think the cookies are a little pricey. And you also think they’re worth every indulgent bite.

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MB Piland Advertising + Marketing: Culture Quiz
MB Piland Advertising + Marketing: Health Check