If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.
On the surface, holiday creep may not seem like a problem for retailers, but when you take a closer look, you can see how this phenomenon contributes to the erosion of brands.
What happens, in a good story, when we skip certain parts or make changes to it? Quite simply, the essence of the story changes.
Over the past few years the concept of "storytelling," from a marketing and branding perspective, has gained tremendous momentum. To someone like me, I see that as a good thing — for both consumers and organizations, alike.
A few weeks ago, my wife started to search online for a trampoline for our kids. Our girls have been wanting a trampoline for quite some time, and so my wife and I agreed they could get one, as long as they earned the money to buy it.
Last month I was in New York City for the National Retail Federation's (NRF) annual "Retail's BIG Show" conference. For those who have never attended this event, it certainly lives up to its name: it's BIG. As I made my...
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