Four A’s of An Apology

Four A’s of An Apology

It used to be that a sincere “I’m sorry” was accompanied by a bouquet of flowers and a sappy card.   Then life went back to normal. For companies, fixing a mistake usually meant a generic apology by the CEO and a conscientious program set up to rectify whatever wrong...
Brands in the Gilded Age

Brands in the Gilded Age

Lots of brand consultants like to use an exercise where they ask their audience this question: “If your brand was a car, what car would it be?” They use cars because most people have a good understanding of what the different car brands stand for – Jeeps are rugged,...
Less Facts. More Feelings.

Less Facts. More Feelings.

Let’s try an experiment. Let’s dispassionately examine some of the phenomena that are front and center in our national zeitgeist these days. Please don’t be swayed by whether you agree or disagree. Just try to let the idea of what people are thinking about wash over...
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