For more than 40 years, American Airlines had used the same logo: a pair of capital As, one red and …
The Global Appeal of a Distinctly American Brand: The Rebranding Efforts of American Airlines
09 Saturday Feb 2013
Category Archives: Chapter 13: Services: The Intangible Product
Keeping the Cable Cord Intact Through Pricing Appeals
26 Saturday Jan 2013
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For many modern consumers, the only cable they want to worry about is the one that connects their wireless router …
Promising Service without the Screaming: The Planet Fitness Approach to Gym Memberships
22 Tuesday Jan 2013
It’s the start of a new year, which is always a great time for gyms. People make resolutions to get …
Firms Take Online Reviews to Heart
25 Sunday Nov 2012
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Earlier this year, L.L. Bean Inc noticed that its Supima cotton Fitted Sheets (a top seller) was receiving negative customer …
No Controversy Here: Drugstores Jump at the Opportunities Created by the Affordable Care Act
16 Friday Nov 2012
Regardless of politics or where people stand on its passage, the Affordable Care Act is poised to have a radical …
Everyone’s Doing It: The Race to Provide Brand-Specific Apps
15 Thursday Nov 2012
According to some estimates, the number of mobile devices in use globally soon will be greater than the number of …
Following Customer Service on Twitter
08 Thursday Nov 2012
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Budget, consumer behavior, customer service, marketing, NPR, Penske, twitter
A company’s Twitter account does not need thousands of dedicated followers to make an impact. Unlike celebrities and media personalities, …
Is It Time to Write an Obituary for Best Buy?
25 Thursday Oct 2012
The future of the consumer electronics retailer Best Buy appears uncertain, and according to several observers, the chain is pretty …
The Neighborhood Just Got a Little Louder: Club Applebee’s Late Night Appeal
16 Sunday Sep 2012
The latest, biggest, new idea for the Applebee’s chain of restaurants did not come from its marketing research or R&D …
Google’s Ethical Crisis in China
13 Monday Aug 2012