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	<title>Escalate - Marketing to the unreachable &#187; Strategy</title>
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	<description>Strategies for communicating with consumers in a fragmented world</description>
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		<title>Fixing a problem is the best path to loyalty</title>
		<link>http://skal8.com/2009/03/fixing-a-problem-is-the-best-path-to-loyalty/</link>
		<comments>http://skal8.com/2009/03/fixing-a-problem-is-the-best-path-to-loyalty/#comments</comments>
		<pubDate>Thu, 05 Mar 2009 02:37:25 +0000</pubDate>
		<dc:creator>Steve Hammer</dc:creator>
				<category><![CDATA[Participation]]></category>
		<category><![CDATA[Strategy]]></category>
		<category><![CDATA[Charlie Trotter]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[loyalty]]></category>
		<category><![CDATA[Nordstrom]]></category>
		<category><![CDATA[Ritz Carlton]]></category>

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		<description><![CDATA[It might seem counter-intuitive to some, but when you&#8217;ve screwed something up is the best time to build customer loyalty.  Your angry customer could end up being your best.  It&#8217;s all in how you handle it.
The Ritz-Carlton has understood this for a long time.  They know that any nice hotel room is pretty much the [...]]]></description>
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		<title>When competitors react.  Questionable brand strategy?</title>
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		<pubDate>Wed, 28 Jan 2009 05:01:06 +0000</pubDate>
		<dc:creator>Steve Hammer</dc:creator>
				<category><![CDATA[Strategy]]></category>
		<category><![CDATA[branding]]></category>

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		<description><![CDATA[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 &#8220;Be like mike?&#8221;  It&#8217;s orange lightning bolt is instantly recognizable.  Decades of research, including a sports science institute, studied its effectiveness.  Even it&#8217;s origin, as chronicled in this commercial, lent [...]]]></description>
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