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…

Continue Reading 1

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. ‘But Wait… There’s More’ – the most fascinating book I’ve read in a long time – explains the science behind infomercials. Virtually every element of…

Continue Reading 2