Have you ever loved, or despised, a company enough that it has assumed a sort of persona in your mind? For example, every time I approach a retail location of a certain giant wireless company that I will refrain from naming, I start to feel irritated. Before I even walk in the door, I am [...]
Customers have communicated with companies in various formats: a visit/phone call to customer service, a written letter, and more recently, a post to their social media site. In the early 2000’s, I submitted a letter to GUESS about a GUESS purse whose strap kept falling off. I quickly received an identical replacement purse and an [...]
The memorable saying “If you build it, they will come” worked well in Kevin Costner’s blockbuster hit Field of Dreams, but from a marketing perspective it usually doesn’t work that easily. In one of my IMC classes, we frequently discuss issues surrounding customer relationships and customer loyalty. For the class, we’re working on a project [...]
