What Makes A Super Brand?

Costco ManOnly Costco has fans like this “Costco Man!”

This is Ron Susi sporting a shirt his wife made for him on his birthday, to commemorate his Costco dedication.

She describes him as the ultimate Costco member, who turns to Costco for his hearing aids, eye glasses, underwear, socks, vacation home furniture, food and vitamins, Christmas gifts and American Express card.… Read the rest

Annoyed By Too Many Long Customer Satisfaction Surveys?

SurveyAt face value, customer satisfaction polling is a great thing.

As a customer, I try to respond to as many satisfaction surveys as possible for a variety of reasons. First, I think it’s respectful to provide feedback to companies and people you do business with.… Read the rest

SXSW Tips

SXSWi 2013It’s been seven years since I last attended SXSW. I was working at Nielsen and gave a presentation with Yahoo and Harris Interactive on what people around the world really do on the Web. I shared data about the early surge of social media — particularly blogs and communities — and the growing opportunity for marketers to connect with customers in these new venues.… Read the rest