Brian Walker

Boeing’s B2B Brand is Maxed

Why the Global Aerospace Co. and Manufacturer of the 737 MAX Must Think More Like a Consumer Brand You don’t need to be a frequent flyer to know Boeing is in trouble. In the last six months, not one, but two new Boeing 737...

Millennials Force Travel Brands to ReThink what it means to be Customer-Centric

Every day it seems, marketers remind brands that they must be relevant to Millennial consumers. As a result, travel brands recognize that in order to appeal to today’s Millennials, drive loyalty and fuel growth they need to update the standard customer experience...

6 CoCreation Considerations for Healthy CX

Today, every brand is caught up in a power struggle. On one side, sits your company comprised of your employees, your product development, your service, sales, marketing, operations and more. And then, on the other side, sit consumers – including your current, past and future...

The 1 Thing You Should Be Doing to Improve Customer Experience Right Now

With the explosion of mobile and digital technology, the balance of brand power today has shifted to consumers, who are now empowered to write, post, snap and share their experiences anywhere and at any time – in real-time – simply by whipping out a...

3 Data Hacks to Improve CX

Attend any marketing conference today, and you’ll find entire tracks dedicated to data and how it can be used to improve customer experience. There are discussions about profile data and market data, about target data and financial data, about big data and metadata, and...

Nationwide Has More On Its Side Than First Believed

The morning after Super Bowl XLIX, I wrote the “Defense of Nationwide” following the insurance brand’s instantly infamous ad on child safety. My viewpoint was clearly in the minority as initial sentiment toward Nationwide tilted strongly toward the negative with many – first via...

When a Brand Says Goodbye

"Hailo and Fare-Well" Just two years ago the taxicab app service Hailo arrived in Chicago, yet already it has hit the road. According to news reports and an email sent out by the company, all of Hailo’s North American operations came to an end...

$4.5M Brand Lesson in Social Media

Remember the JetBlue TV ad that ran during the Super Bowl? No? OK, how about the one leading up to the Big Game? Can’t recall that one either, huh. Well, that’s all right, because there weren’t any. Nevertheless, JetBlue still taught all of us a…

Pinterest’s Gender Gap is a Good Thing

Much has been written of late about Pinterest and the gender gap for one of social media’s biggest brands. As any good marketer can tell you, women make up a huge percentage of Pinterest users, which is fine by me. And should be for others...

JetBlue’s CX Tipping Point

Thanks to social media, today’s consumers have turned themselves into real-time reporters, split-second critics and instant pundits, leaving brands in a daily state of flux. After all, imagine managing your own life if every personal interaction that you had was fair game for online commentary...

Will Pizza Hut’s Brand Get Blockbustered?

Once a brand so iconic that it actually defined the entire notion of “pizza” for many of us who grew up during the 1960s and ’70s, Pizza Hut has now fallen flatter than a thin crust with today’s 21st century consumers. For eight consecutive...

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