Saturn, a Garage-Sale Telescope, and Your Brand

Saturn, a Garage-Sale Telescope, and Your Brand   Earlier this month I was in a discussion about branding and customer experience with a group of my peers. I thought of this story from my 2012 book. I shared it and was told afterward that it made a real impact on several people in the room […]

Magical Brand Experiences: A Tale of Two Twitters, Part 1

Magical Brand Experiences: A Tale of Two Twitters, Part 1 I recently had the occasion to attend two conventions in two different cities. One trip brought a memorable but non-magical experience with a brand that I’m sure the company wishes they could erase. The other trip brought a fantastic brand experience that illustrates how magical […]