Ironically, our commercial cleaning service of 7 years broke a mirror. When I complained, they invested a lot of time and money into their response and corrected it with the following: Responsibility for the incident (Even though the mirror was leaning against the wall, they still took responsibility for the incident and did not blame…
Read morePeer Pressure (Branding?)
6th Grader Groms, Surf Brand Ambassadors Have you ever experienced peer pressure branding? Well, my family got a full dose of it last week. We were invited to my 12-year-old son's first surf banquet, hosted by The Endless Summer surf legend Robert August at Quiksilver's® corporate headquarters in my hometown. My son's coach engaged us…
Read moreThe Currency of a First Impression
What do a phone call, a guest sitting in your lobby, a social media post, and an email response have in common? They are each responsible for setting the expectation of your organization's image, and we call these external touchpoints.
A Tour Guide to The Two Planets: NEO and Traditional
How do you think this new way of segmenting the consumer will impact your business and tourism today?
Which are you? NEO or Traditional?
