Author: Linda A. Fanaras

Optimizing customer experience

Optimizing the customer experience is a delicate dance between doing too much and not doing enough.  It starts with “Hello” or “May I help you?” While at first it may seem old-fashioned, the sincerity of that initial greeting sets the…

Do your research before you brand

Remember the disastrous 1980s debut of New Coke? Coca-Cola did a ton of market research on the product itself, including countless taste tests. But the failure of the product launch proved to be the company's neglect of brand research. By…