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Discovering Your Brand DNA

What does your brand stand for? Which values matter most to you? What do you care about, and why do you do what you do? These may seem like odd questions in a consumer-driven market. But if you aren’t sure, your customers won’t be sure either. All of the marketing strategy in the world cannot […]


How to Start a Customer Experience Audit

Have you ever seen the show “Undercover Boss”? They disguise the CEO of a big company, and send him into the field among staff who don’t recognize him as a ‘new hire’ for training. The CEO gets to see what the operations on the ground are really like, instead of the rosy or distorted picture […]

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