Archive | May, 2013

The Heaven and Hell of Customer Experience

Comedian Richard Lewis claims to have coined the “_______ from hell” phrase, but Carnival Cruise Lines has lived it. In 2012, Carnival spent $61 million advertising its “fun ship” brand positioning. But by the end of last year, #cruisefromhell was trending on Twitter after one of Carnival’s ships had an on-board fire that left passengers…

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But Wait… There’s More!

Ever watch those TV infomercials late at night when you’re bored and can’t sleep?  Of course you do. And you’re likely to buy things you don’t really need as well. The most fascinating book I’ve read in a long time, ‘But Wait… There’s More,’ explains the science behind infomercials. Virtually every element of an infomercial is based…

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Is There An ‘I’ In Team?

Many popular phrases have their roots in sports. For example, the cliché “there is no ‘i’ in team” comes from the idea that a cohesive team of players is more likely to win games than a collection of individual superstars. Players are told to focus on the team’s overall success rather than their individual performance. The…

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