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Blog
Maria’s weekly expert insight on empathy-led business, culture and brands
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Netflix’s human touch and rebrand – the good, bad and ugly
Netflix recently sent their customer base into a tizzy by charging more (and separately) for DVD mailings and streaming movies. As a customer, my husband received this email below from Netflix CEO Reed Hastings that was both good (apologies, human voice) and bad (what’s up with the confusing brand spinoff?). Below, I share my thoughts…
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Watching the death- and birth – of customer loyalty (Part 2)
Last week, I gave you the scoop on five steps to avoid if you don’t want to turn loyal customers into a band of torch-and-pitchfork bearing villagers. I’d say that we can all agree that is something to be avoided, no? Part 2 is all about a magical experience we had in Spain, what this…
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Watching the death – and birth – of customer loyalty (Part 1)
Just back from a trip to Europe. Ah, so many juicy brand nuggets to share over the next few posts! I got to witness how a careless business turned a raving fan into a staunch enemy right over dinner. Heed these lessons, friends, to avoid alienating your best customers as well… My husband used…
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