Shack attack
I add my own two cents to this now overdiscussed subject to emphasize one point: “to thine own self be true.” Here’s what Radio Shack CMO Lee Applbaum said about the launch of The Shack campaign: “Trust is a critical attribute of any successful retailer, and the reality is that most people trust friends, not […]
Message chaos
No matter where you stand on the issue of healthcare/health insurance reform, you have to admit that the Obama administration has done a terrible marketing job. Few understand the various plans under discussion. The administration has been forced onto the defensive by aggressive opposition, and their attempts at clarification have largely been useless. It is […]
Low voltage
Design should help tell your story. But here’s a case where a “clever” design gets in the way. Take a look at the banner that accompanied Tuesday’s announcement of Chevy Volt’s miles-per-gallon number. If you didn’t read the news story (or hadn’t encountered any of the reportedly annoying “What is 230?” viral ads), what would […]
Safeway, Part 2
Yes, more adventures, this time at a different store. Exactly the same checkout experience, namely, swipe my Visa card, get prompted by the payment terminal to answer yes or no, did I want to donate to a good cause? Then asked by the cashier all over again at the end, “Would you like to donate […]
Checking out
When it comes to creating great customer experiences, the devil is in the details. And that doesn’t necessarily mean that the details are tricky. It does mean that flawed details in the overall experience can make life momentarily—well, maybe “hellish” is too strong. Take Safeway’s checkout process. I like Safeway; I go there a lot. […]
