Archive | Business

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. ‘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…

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What Every CEO Should Expect From Their CMO

We all know that consumers are disrupting companies’ business models. One visible example is the increasingly popular practice of “scan and scram” (a.k.a. “showrooming”), in which customers browse in brick-and-mortar stores but use their mobile devices to find better prices online. According to comScore, four out of ten consumers “showroom” first then purchase online. Some…

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Diversity Drives Innovation

The Merriam-Webster online dictionary defines “diversity” as follows: 1: the condition of having or being composed of differing elements : variety; especially : the inclusion of different types of people (as people of different races or cultures) in a group or organization <programs intended to promote diversity in schools> 2: an instance of being composed of differing elements or qualities: an instance of being diverse <a diversity of opinion>. However,…

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