The council discusses the emotionally based connections people form with products or brands, taking the specific example of the Apple […]

The Council shares their thoughts on gamification and entertainment from brands, talking about how companies can try too hard to […]

As we continue to discuss the culture of a company, the Council covers the problematic trend of disconnect among leadership […]

We talk about the expectations that individuals have for extremely small-scale service, treating each customer uniquely and specially. Deb provides […]

The Council talks about surprising customers with unexpected service such as reaching out with personal communication, as opposed to creating […]

As we continue our conversation, we touch on the basic drivers of brand loyalty. Deb details a few examples and […]

In keeping with our larger discussion, we talk about the duality of a company’s culture: every employee must support it […]

The Council’s discussion covers the issue of consumer defection and the most effective ways brands can avoid falling victim to […]

Our discussion continues with the issue of overly scripted customer service, creating a sense of feigned intimacy in interactions that […]

As we talk about people’s experiences and everyday interactions with brands, we turn over to Deb Zmorenski of the Disney […]