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Category Archives: Strategy
Fixing a problem is the best path to loyalty
It might seem counter-intuitive to some, but when you’ve screwed something up is the best time to build customer loyalty. Your angry customer could end up being your best. It’s all in how you handle it. The Ritz-Carlton has understood … Continue reading
Posted in Participation, Strategy
Tagged Charlie Trotter, customer service, loyalty, Nordstrom, Ritz Carlton
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When competitors react. Questionable brand strategy?
Gatorade for years has dominated the sports drink category. The product itself was the stuff of legends. The brand became an icon. Who can forget “Be like mike?” It’s orange lightning bolt is instantly recognizable. Decades of research, including a … Continue reading
Posted in Strategy, branding
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