Magical Brand Experiences: A Tale of Two Twitters, Part 2

Magical Brand Experiences: A Tale of Two Twitters, Part 2   As I stated last time, I recently had the occasion to attend two conventions in two different cities and had a remarkably negative experience with a hotel. However, I had a tremendously positive experience the following week which illustrates how magical it is when […]

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 […]

Captain’s Log: NetFlix Customer Service Boldly Amazes!

4 Great Lessons from NetFlix’s Amazing Customer Service Interaction When I speak to conferences on how to create amazing brand experiences for their audiences, one of the key points is to create amazement within the very processes that your audience would normally consider the most boring or irritating. Tom Cheredar’s post on VentureBeat last week […]