Our perspectives on igniting brand promises


Undergo Change without Jeopardizing the Brand Promise

It was President Woodrow Wilson who said, “If you want to make enemies, try and change something.” He was obviously pointing to the challenge of guiding change and transition that any business,Read More...
By : Kurt Kennedy | Sep 5, 2017

How Employee Trash Talk Can Damage a Brand

I went to the mall the other day to run a few errands and overheard a very colorful conversation in the parking lot. As I walked from my car to the mallRead More...
By : Alice Wright | Jun 18, 2017

Customer Surveys May Harm a Great Brand Experience

When the final bill arrived following a recent family dinner at a national chain restaurant, our server “Bob” made the plea for us to fill out a customer survey. He had providedRead More...
By : Alice Wright | May 5, 2017

Communicating Change with a Message Architecture

In an earlier post, we offered guidance on how to create and structure a message architecture to support communication around a change initiative. As a follow-up, this post will give some insight onRead More...
By : Alice Wright | Mar 5, 2017

Eight Best Practices for Change Communication

Change is challenging.  Humans generally resist change in favor of doing what we always do.  A change often stirs up feelings of uncertainty, insecurity and sometimes hostility. Even if the end resultRead More...
By : Alice Wright | Mar 4, 2017

Best Practices for Employee Onboarding

Every new employee reflects time and money – not only in the recruiting and interviewing process but in the time it takes to bring them up to speed and make them productive.Read More...
By : Alice Wright | Dec 2, 2016

How to Create Behaviors that Build a Seamless Customer Experience

Think about the last time you had a great experience as a customer.  What made it stand out to you? Perhaps it was the way you were recognized and regarded as aRead More...
By : Alice Wright | Nov 18, 2016

The Power of the Customer Promise: Characteristics of Aligned Brands

Every consumer can name a handful of brands they truly love. These are brands we put above all others. Without hesitation, we buy them repeatedly, and we look forward to the experience.Read More...
By : Alice Wright | Sep 24, 2016

Is Your Customer Promise Gold-Medal Worthy?

Big media events like the Olympics bring out the heavy-hitters when it comes to delivering brand messages. For more than two weeks straight, brands take advantage of captive audiences who are eagerRead More...
By : Alice Wright | Aug 12, 2016
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