Alaska Airline brags about their 20-minute delivery of luggage and once again Alaska has tarnished their brand by failing to meet their stated goal.Read More
While it’s easy to pick on the airlines, we’ve ALL had a lost luggage experience. Lost luggage happens every time an employee fails to deliver on a promise.
The promise of your brand lives or dies on your frontline. To your customer, the reality of your brand experience isn’t in your tagline, it’s on your frontline, in what your customer experiences when things go right, and when they go wrong.Read More
The idea that Starbucks was a “third place” for people, in addition to home (first place) and work (second place), was well known. It was the essence of what Starbucks was in the early 00s. It appears that concept has been lost, and, for some employees, it became a place where you can come—if you are like “us.” That’s not very welcoming and certainly not in keeping with their brand values.Read More