On the first morning of my stay at the Renaissance Hotel in Chicago I went to the restaurant for breakfast. I was seated at a table overlooking the downtown cityscape. The Chicago River, still green from St. Patrick’s Day, was tucked between the tall buildings and bustling streets a block away. The waiter, Ahmet was […]
Meaningful experience is the end game
April 19, 2016 by Leave a Comment
Customers experience your brand in many ways. It’s in how your product works, how it feels, how easy it is to use … It’s in how you resolve a complaint … It’s in how easy it is to find an answer on your website … It’s in the colors inside your store, on your signs, […]
Love is the ultimate market disruptor
April 4, 2016 by Leave a Comment
Here’s an old idea for growing and sustaining a business in the shiny new digital world: Spread some love. Love is much more than an emotion. It is an action word. Love puts the interests of customers and stakeholders ahead of short term business interests. A business operating in love will look for products for its […]
What Taylor Swift can teach us about marketing with heart
February 12, 2015 by Leave a Comment
Heart marketing is much more than touchy-feely emotional pandering to customers. It is smart business. For example, look at Taylor Swift. Not only is she a gifted musician, singer and songwriter, but she is also a savvy marketer. She has 140 million followers on Facebook, Twitter, Instagram, YouTube and Tumblr. But it’s not the size of […]
