The Ultimate Marketing Machine
Articles / Brand / Recommended Reading / Relationship / Value

The Ultimate Marketing Machine

The Ultimate Marketing Machine Marc de Swaan Arons, Frank van den Driest, and Keith Weed HBR | The Magazine | July-August 2014 In the past decade, what marketers do to engage customers has changed almost beyond recognition. With the possible exception of information technology, we can’t think of another discipline that has evolved so quickly. … Continue reading

Customer Service the Disney Way
Articles / Brand / Implementation / Recommended Reading / Value

Customer Service the Disney Way

Customer Service the Disney Way Carmine Gallo Forbes | 4/14/2011 I just returned from the Happiest Place on Earth in a foul mood.  I’m not mad at Disneyland.  As always they did everything right, providing an exceptionally magical experience for my family.  I’m angry at other customer-facing merchants and businesses who fail to do the … Continue reading

The Disappearing Middle Is a Real Market Threat – Here’s What Firms Can Do
Articles / Recommended Reading / Relationship / Theory / Value

The Disappearing Middle Is a Real Market Threat – Here’s What Firms Can Do

The Disappearing Middle Is a Real Market Threat – Here’s What Firms Can Do Knowledge@Wharton Management | 12 June 2014 University of Pennsylvania The Great Recession forced consumers to drastically rethink their purchase behaviors and, even though many have regained their financial footing in the five years since the downturn officially ended, those buying patterns … Continue reading