Madison Marketing Communications

Radio Shack – a great place to pick up electrical odds and ends, other things that one needs in a pinch. Do you need a new cell phone?  Yes, you can stop in and get a phone on AT&Ts plan. Need an RF Modulator (like I recently did to make an older TV work with a DVD player)? Check, Radio Shack, along with its helpful sales folks, can help you out.

So when I stopped in just the other day to pick up my needed item, I was happy to get the usual attentive, helpful service. I find Radio Shack to be very reliable in the area of competent help. And I was feeling quite good that my stop was only take 5 minutes and I would soon be on my way.

It is amazing how quickly my happy mood turned sour after I was attacked by “Lance” over and over again at the register.

I first noticed a huge poster of Lance Armstrong, the esteemed bike racer and multiple time winner of the Tour de France behind the register.  You couldn’t miss it.  He picture was promoting the Radio Shack brand and the items sold in the store, and as Radio Shack sponsors his racing team, Lance was acting as a spokesperson for the company.  I found this….well in-my-face and jarring as I was now entering the Twilight Zone of interruptive marketing. (A single gigantic poster wouldn’t be so bad, perhaps – but read on.)

And an important couple of notes: I certainly have respect for Lance as an athlete, and understand his position as spokesperson for athletic equipment and cancer awareness and fundraising.  But Radio Shack? The connection didn’t jump out at me right away as I did not know at the time I was in the store that the Shack was sponsoring his team - and the materials didn’t make this clear to me.

So my transaction in the store continued as I paid for my item….I then saw the huge jar of Livestrong yellow bands on the counter, and then figured maybe Lance AND Radio Shack were both into cancer research.  I’m wasn’t sure about this until I got home and researched this blog post; there wasn’t any explanation on the counter as to the tie in.  By this point, my friendly Radio Shack Associate had rung up my purchase (which was more than my husband told me it should be…hmm, maybe I should have followed his advice and looked on-line) and I was ready to pay.

I handed my credit card to the associate – and then he told me to “answer the question on the card swiper.” I had never received this instruction before; I thought this was strange. Well, the question was whether I wanted to donate money to the Lance Armstrong cancer research cause.  I found this way of asking very intrusive and is not the way I like to be solicited for money. I was a prisoner – I had to answer one way or another, and couldn’t just simply pay for my item and leave. 

I started shaking my head and felt like I had to say something to the associate. ”Lance is really big at Radio Shack, eh?” I probed. The associate knowingly shook his head.  He nodded as I mentioned I thought it was quite overboard, but I didn’t push it any further.  The look on the associate’s face said it all.  Until I saw a small stack of Lance hardcover books next to my purchases – I hadn’t noticed this before.  “You are even selling Lance’s book?” I blurted out, incredulous.  He shrugged, clearly embarrased, and didn’t quite know what to say to that.

I couldn’t believe that a retail store had the gall to first force a spokes person such as Lance down my throat (as I felt was happening), and then I was blatently hit up for money.  I felt exploited. Never in the process was there a gentle education process to help tell me the story and explain why I should give.  Yes, I am very happy to give money to causes I believe in. Yes, I believe we need more resources devoted to cancer research. But no, I feel like the way Radio Shack marketed to me was not the way to go about it.  Instead of feeling pumped about helping a great cause and being a part of Lance Armstrong’s team, I was very, very irritated.

Marketing campaigns with a celebrity spokesperson can work wonderfully. There are models who showcase makeup brands or haircare products, and these make sense to the consumer as the products showcase the beauty of the spokesperson to an even higher degree. I also remember Jerry Seinfeld, Tina Fey and others were spokespeople for American Express. Their memorable ads included a tie in as to how the celebrities used the cards and how it was a powerful tool for them.

But Lance Armstrong with Radio Shack? How does this go beyond the Tour de France?  Does Lance shop there?  How does cancer research fit in?  If it is going to work, I need to “get it” without thinking too hard. And please, please tone it down so I don’t feel attacked in the store. Respect my need to receive education as part of the marketing process. It must be more of a seamless communication, that welcomes, tells the story and speaks with the consumer. Shouting at the consumer and interrupting the flow of an otherwise good transaction will not work in a positive way.

And the topper: when I got home, I found out that I had way overspent when I purchased the Modulator. What cost me $29.99 (+ tax) would have cost me $12.99 (including shipping, no tax) on the internet. 

If only I had listened to my husband.

Filed under: Branding, Celebrity Endorsement, Loyalty, Marketing Campaigns, Retail Stores on August 9th, 2010 | No Comments »

Aren’t the twenty-some-year-olds supposed to be current and active with a variety of social media practices? I’m finding in a lot of cases – especially when these are business social media channels – the answer is no. Working for Madison Marketing Communications this summer made me realize I need to get out from under my rock, remove my Facebook blinders, and give other sites a try.

Foursquare? Flickr? I had never even heard of these sites until I started working for MMC, and I am finding that neither did a lot of my friends. In an informal survey that I sent out to my UW-Madison network via Facebook, I found from one hundred respondents that my hypothesis was correct: Students are a lot like me. Since all of these students happen to be my friends, take the following with the grain of salt. Maybe my friends and I are social media Neanderthals.
 
The number one most used site by a landslide is Facebook. Students use YouTube the second most followed by Twitter. Of my friends, I would say about one-fifth of them maintain an active Twitter account, and if it weren’t for my internship, I probably wouldn’t have one either.

During the school year, I don’t have a lot of free time to gallivant around social media websites, read Twitter updates, or compose constant posts. If I do make spare time for a five-minute study break, my go to site is Facebook so I can catch up with my friends, find out what the latest social event is, or check out pictures from the weekend.

Like most of my friends, I have around one thousand friends on Facebook, but have “liked” less than ten legitimate business pages. A lot of the pages that my friends and I do “like” are related to Madison, our jobs, or are school-related pages such as “The University of Wisconsin is better than the University of Minnesota.” Working for MMC has made me realize the benefits of “liking” a well-structured business page along with the process that goes into making a successful page.

Another way some of my friends use social media is through blog posts. While most of my friends don’t post blogs, about one-third of them read blogs. A good way college students stay connected with their friends studying abroad is through blog posts and other social media sites such as Skype. Several of my friends went to Europe this past semester and kept up-to-date posts about their trips and crazy antics.

This next survey question really surprised me. To me, a LinkedIn page is just another foreboding stepping-stone into entering the real world, so I’ve always put off creating a page (I had every intention of making one before the fall career fair). Since most of my friends range in ages from 19 to 22, you would think they would at least be aware of the site. Over one-third of my friends haven’t even heard of LinkedIn and only one-fourth of them have an account. Time to step your game up guys!

I also asked my friends about mobile devices and social media.  Since my friends often crucify me and my dated, Internet-less cell phone mocking, “Hey Amy, I didn’t know you got the new iPhone – haha…” it’s safe to say I’m not very current with the latest iPhone apps.  But I asked the questions, and of the responses I got from my lucky friends who do own iPhones, it comes to no surprise that many of them are using the typical Facebook and Twitter applications. From there answers ranged from several Pandora users to an UrbanSpoon user to a Yelp user. Beyond Facebook and Twitter, it seemed like very few individuals here at UW tapped into other social media outlets.  

This post really shows how college students set their social media priorities differently than other demographic groups, and how we stay true to what’s functional for our lifestyles. MMC has definitely opened my eyes to a variety of social media sites that I would like to try, but in reality, I know I can only choose so many Internet addictions before my grades plummet and my parents cut me off the gravy train. 

In a sense, these results can ultimately be connected to a business’s use of social media; use what you know, establish what works best for your company, and don’t spread yourself too thin. So maybe my friends and I are smart enough to know this and pick and choose the best site for ourselves? Or, maybe it’s the college bubble that keeps us out of the loop?

Either way, I definitely have a lot more to learn about social media and am taking a personal vow to keep up with the latest trends. Since this is my second blog post, I’m well on my way!

GUEST POST BY AMY HILDEBRAND, RISING JUNIOR AT THE UNIVERSITY OF WISCONSIN, MADISON

Filed under: Branding, General Business, Industry Info, Marketing Campaigns, Social Media, Word of Mouth on August 3rd, 2010 | 3 Comments »

I got an amazing communication from a business colleague the other day – a handwritten note.

Yes, a short, simple, yet heartfelt handwritten note – I realize it may sound unremarkable when you first hear about it. But stop and think about it for a moment – in today’s age, where all the attention is given to social media and to new high tech ways to connect with audiences, something handwritten really stands out.

Now for the backstory of this note, which does actually start with social media, and ends with a very low-tech (yet highly meaningful) correspondence.

I recently met Brian Unitan of Adams Outdoor Advertising (Madison, WI office) during a meeting at the Greater Madison Chamber of Commerce. I was there speaking about social media, and I hoped that I provided some value to those in attendance.

In the days after the meeting, I got several nice notes from attendees and some requests to LinkedIn. This was much appreciated – I love meeting new people in my community, and LinkedIn is a great way to learn more about each other and stay connected. It is a logical next step to get to know someone.

Brian went a step further and reached out and asked if we could meet for coffee, which I was all too happy to do. I wanted to learn more about Brian’s company and his marketing expertise. And as I have discovered, face-to-face meetings are a great way to expand one’s network, exchange viewpoints and ideas, and look for new business opportunities. Everyone wins.

Brian and I talked about different methods of communications, ranging from outdoor advertising to social media and everything in-between, and it was, I think, really useful and beneficial for both of us. Plus, Brian is a super nice guy. An added bonus!

We then, not surprisingly, LinkedIn to stay connected. I already knew that I would certainly keep Brian and his company in mind – when I needed expertise in his area, he is my go-to guy. And I hoped he would keep me in mind for contacts he has that need strategic marketing needs, or who even need some implementable social media consulting and coaching.

And that was that for now. Or so I thought.

A few days later, I received a handwritten note from Brian in the mail, simple, yet so remarkable. It really made me pause and realize how few and far between these notes are.

But I also realized how brilliant it is to weave on-line communication (email, social media touch points) with off-line communications (meeting in a coffee shop) with something that really grabs attention (handwritten note) in this message-cluttered world. We all know multiple touch points are an important part of communications – but this takes it to the next level.

Think about this simple tool when you want to stand out in a good way. I almost guarantee that you will.

Thank you, Brian. You taught me a lot.

Filed under: Uncategorized on July 23rd, 2010 | 3 Comments »

Twitter is all about joining in a conversation.

It is not effectively used as a megaphone (which, truth be told, is how I used it until I figured it out). It does not work well as a one-way channel to communicate ideas.

Rather, Twitter is ideal for sharing words or articles of wisdom, and for reaching people and communicating with them in a way that is both more casual and more public than an email.

It is an outstanding way to open up a conversation with people who you don’t know personally, but with whom you would like to engage in a dialogue.

Twitter users should strive to follow people who are (1) saying interesting things and (2) providing interesting content. You, in turn, should also try to do these two things, as a goal of the Twitter user is to gain followers. When someone follows you, this is a nod that someone believes what you have to say is interesting and worth listening to. It also provides an opportunity for that follower to share their thoughts with you.

I am interested, and sometimes surprised, to see how well-known people use Twitter. I recently wanted to communicate with some Federal politicians, and found them on Twitter.

I found that one of my Senators, Russ Feingold (@russfeingold) has a large base of followers (9,812 as of this morning) and follows 4,828 people and entities in return. This shows many people find he has interesting things to say, and he in turn is interested in what a large base of people and organizations are talking about.

Russ even is transparent with his tweets – one can quickly tell if he is the actual tweeter or if a staff member does it on his behalf (a tweet has the word “STAFF” at the front of a tweet not actually executed by Russ himself). This is a textbook example of how to effectively allow multiple people to tweet from one account, while maintaining transparency and authenticity.

Kudos, Russ.

I then found my Representative Tammy Baldwin on Twitter (@RepTammyBaldwin). As of this morning, she has a sizable number of followers (including myself!) – 1,163. However, she is only following 16 people or entities in return. SIXTEEN. When I first found Tammy on Twitter, it was ZERO. I’m not sure how much of an improvement this is….she is following some political leaders, some state politicians, and some news organizations.

Rep. Tammy Baldwin is not following a single constituent via Twitter. This makes me feel as if what I say, feel, and want her to hear is simply not important to her. I hope that in reality this is not true.

So please, Twitter users, be aware of the implications and the perceptions that you give by who you follow and how you communicate on Twitter.

And please follow me (@LaurelinMadison). I follow many folks back – if your content is interesting and relevant, I want to hear what you have to say and engage in a conversation.

And that, to me, is the true beauty of Twitter.

Filed under: Branding, General Business, Social Media, Word of Mouth on June 23rd, 2010 | 7 Comments »

Amy Hildebrand starts her summer 2010 marketing internship at MMC

My name is Amy Hildebrand and I just finished my sophomore year at UW-Madison and I will be MMC’s intern for the summer! So far, summer 2010 has brought many firsts for me. My first time living in Madison for the summer, my first college internship, my first office space, and my first blog! With all of these firsts happening in my life I’m definitely feeling the transition into adulthood, and I must say independence at 20 is feeling pretty good.

So far, my summer in Madison has been very enjoyable. It’s hard to appreciate campus during the school year when you are constantly busy with homework, clubs, and meetings, so I’m living it up while I can. I’ve enjoyed walking around State Street, observing Madison’s beauty and road construction, and taking part in Wisconsin events such as Bratfest and my first Brewers game.

With all of the fun experiences Madison has to offer, the reason I am here is to assist MMC and Laurel in my first marketing internship. I find myself enjoying the flexibility, responsibility, and projects after two weeks on the job. Laurel gave me free reign over how I allocate my time to the various assignments and while this is nice, I don’t want to neglect anything.

From what I have done so far, I have a feeling my laptop is going to putting on some major miles this summer. Every project that I have done has been on the Internet. I’ve always been interested in marketing. Laurel has put a new twist on its meaning by introducing me to the importance of social media in marketing. My first and only Marketing 300 class did not mention social media’s influence in marketing, so I anticipate learning a lot about this rapidly changing field. I am by no way a computer techie, but I’m expecting to be one come next school year.

As of right now, I feel thrown into new programs, environments, and web technology, but I’ll hopefully get the hang of it through practice. I’m expecting to do a lot of hands on learning and gain applicable marketing skills from Laurel and the businesses we assist throughout the summer. Looking into the future, my primary objective is to discover if marketing is a fit for me and if so, find my niche in the field. I want to learn where my strengths and weaknesses are so I can continue to grow, improve in different areas, and make myself prepared for a future career. I would also like to gain experience working as a team with adult professionals. By the end of the summer, my goal is to make a difference for the companies that I will be assisting so I can both better their organizations and learn in the process.

Well, I hope you enjoyed my first blog! I’m really enjoying my internship so far and looking forward to many learning experiences this summer. I am very grateful for this opportunity and am excited for many more firsts to come!

MMC’s note: We’ll check in at the end of the summer and get an update from Amy and see if her early expectations for the summer continued….and see if the world of marketing still is a potential place she might like to work!

Filed under: Branding, General Business, Industry Info, Marketing Campaigns, Social Media on June 10th, 2010 | No Comments »

I cannot believe my luck, but I have another tale of some great word of mouth communications.  I am now singing the praises of a Madison-based car dealership due to fact that this establishment greatly surpassed my expectations AND or provided great customer service….I must be on a roll!

Car dealerships, in my personal experience, are notorious for their high bills. I think many people probably feel like me to some degree - I know nothing about fixing a car, I don’t know how to check the work once it is completed (was it even done?? I don’t know!), and every time I pay my bill at the end of a visit I always have the lingering thought in the back of my mind, “am I getting ripped off?” 

It’s not a great feeling. 

So, it is no surprise that when I saw the “service needed” message on my car dashboard, I was not happy. Even though the indicator mentioned my car needed a (seemingly simple) replacement of a blub for the rear brake light, I was worried this could be an expensive proposition.  I braced myself for the worst.

I thought about my options: 

1. I could find an auto supply store, get help from a clerk in figuring out the correct replacement bulb, and hope they had it in stock for me to buy on the spot.  Then, I’d need to go to a service station and pay for the labor required by a technician to replace the bulb, since it is too complicated for me to do myself.
2. OR, I could drive over to my local Volvo dealership and have them sell me the part (uh-oh, huge mark up) and do the work to get me on the road again (presumably more quickly) in my aging (but well-loved) wagon.

It was a tough choice – whether to (a) spend much time but likely less money to do the legwork myself (using multiple establishments to get the job done), or (b) presumably pay a premium for a one-stop, (hopefully) quick visit to the dealership.

With a fortuitous 30 minute open time window - a windfall for me, really - in the vacinity of a Volvo dealership one recent afternoon, my decision was made.  I gritted my teeth and pulled into the service bay.

I was cheerfully welcomed (“No appointment, really, no problem!”). I was assured that my fix was simple and wouldn’t take much time (this turned out to be true). I was asked if I would like my car washed.  (wow.)

All was going great, and I was feeling OK….but then that nervousness kicked in as I had to go to the cashier. I wouldn’t have been surprised if the bill was $80. It could be $60, or $40….not likely $20 – I simply had no clue how much I would be asked to pay.

So I was blown away when handed a bill for $4.24. Yes, you read that right. Four dollars and twenty-four cents. The dealership just charged me for the bulb – and threw in the labor for free. Wow.

So the only badside to this experience is that pricing wasn’t transparent. I didn’t ask what the cost would be ahead of time (yes, I am chicken!), and the service rep did not provide an estimate for the work. As a consultant, I ensure there are never surprises with my customers – pricing and deliverables are all clearly outlined in advance. I think all service providers should do the same.  But in this case, since there was a very happy ending, I will make an exception.

And because I was expecing such an awful experience and thought I would leave the dealership with a high bill, but none of that happened (and in reality quite the opposite happened), I am talking excitedly to others about my experience.  And I will continue to tell others my tale so that the benefits of positive word of mouth, resulting from exceeding customer expectations, continues.  To everyone out there who is a touchpoint to a customer, take note.

Great things can happen when you make your customers very happy.  It is as simple as that.

Filed under: Branding, General Business, Loyalty, Word of Mouth on May 25th, 2010 | 3 Comments »

About a week ago, I had a most enjoyable experience in the ER.

Yes, you heard me correctly. Enjoyable and ER are used together in the same sentence (is this a first?).
But why am I proclaiming this? It all starts with customer expectations….and ends up with prolific positive word of mouth.

I damaged my eye while doing yard work. At first, I didn’t think the wound was serious, but when my eye started throbbing later that night, I sought emergency treatment. At 9 PM on a Monday night I packed a bag with books, a change of clothes, and toiletries, and I braced myself for a horrible experience.

Is it sterotypical? Or simply true? that everyone who visits the ER has a nightmare of an experience – hours and hours of waiting, of impersonal serivce, not to mention the horror of the scenes and sounds of anguish throughout. I was prepared to see scenes of death, and to be in the ER until dawn.

Instead, I arrived at a modern, clean, well-lit University of Wisconsin ER department. It is well-run and customer-focused. I was checked in quickly and efficiently, my treatment was prompt and thoroughly explained, and the customer care was commendable and better than most retail establishments I visit for pleasure (would I mind please filling out a short survey about my experience? Would I mind if someone called the net day to check on me and make sure I am ok?).

Even my parking ticket was validated and I noticed throughout the ER that I was considered a “guest” of the department. I was home by 10:50 PM.

So the UW Hospital has created a customer-driven medical experience where it least expected. And this is a smart business decision to train the staff and doctors to be caring and to go the extra mile, as I do have a choice when it comes to emergency medical treatment. I also now have the power to tell everyone I know how nice this particular ER is (and most people – and not just marketers – recognize how crucial word of mouth is).

So this experience is something we can all learn from – give an unexpectedly good (even exceptional) experience, apply all the important customer service principles – and great things can happen.

Imagine that. Positive word of mouth about the ER because my low expectations were completely blown out of the water – I am walking around telling my story to anyone who will listen to me. So think about this story when working with your own clients – and determine what you can do to enhance their experience so they will talk about it with everyone they know.

It will make everyone happy.

[BTW, the Kinks Word of Mouth album was a favorite of mine in the '80s.]

Filed under: Branding, Marketing Campaigns, Word of Mouth on May 11th, 2010 | 3 Comments »

Marketing is a science, and an art.

And it also requires one to use his or her brain and think through certain situations to execute it most effectively.

I love the article in the April 23rd issue of the Wall Street Journal – right on the front page is a piece that describes in great detail how Hawaiian politicians – everyone from those running for school board for the first time, to U.S. Senators up for re-election – must follow tradition and get down in the trenches when running for office.

These politicial figures actually connect with voters by getting out to busy intersections across the state, wearing fabric leis and Hawiian shirts, shaking political signs, and either waving or flashing the “shaka” (the Hawaiian thumb and pinkie gesture = hang loose). You will see them all out there in some way, shape or form personally working the streets.

Similary for markers, in order to execute their craft well, any nuances or traditions of the target audience must be taken into consideration when developing the plan and list of supporting tactics. Also, COMMON SENSE must be applied. My advice: think before you implement any marketing tactic as to what could possibly be the worse case outcome.

What could possibly go wrong in a marketing campaign??

Dr. Pepper in 2007 came up with a marketing ploy where they buried a coin worth $10,000 in one of Boston’s sacred graveyards as part of a treasure hunt (a graveyard so sacred it contains the remains of John Hancock, Paul Revere and Samuel Adams!). When city officials learned about the “campaign,” they took immediate action to cancel the contest, as they recognized the disrespect to history and culture the tactic showed. This certainly did not make Dr. Pepper look strong and smart as a brand.

Another example is from 2005, when Sony launched a grassroots graffiti ad campaign to promote the release of a new PlayStation product, and hired graffiti artists to spray-paint ads depicting cartoonish kids playing with the new video game unit. Graffiti ads were featured in seven cities across the U.S. The problem? In many cities like NY, Philly, etc. graffiti is illegal or severly frowned upon (surprise, surprise!).

Or remember the Boston fiasco of 2007, when approx. 40 battery-operated LED signs appeared in Boston’s public spaces? This frightened citizens, scared the heck out of the police (who thought it might be a bomb attack), and caused police to shut down highways and bridges. Not good for the Turner Network.

So learn from the Hawaiian politicians and these botched marketing case study examples – stick to traditions, follow the culture, and think through how others may perceive the marketing tactics employed.

Filed under: Branding, Guerilla Marketing, Marketing Campaigns on April 29th, 2010 | 1 Comment »

We learn growing up from our parents that we should share – share our toys, our snacks, our room in some cases. As we get older we learn to share so much more….resources, time, even knowledge.

I so appreciate my neighbor who opens his gorgeous garden to the public so that all may enjoy. Here are a couple of shots I took so you can enjoy as well.

And I also GREATLY appreciate those in my industry who share their knowledge about marketing, communications, and more via events, seminars, webinars, sharing articles – it makes all of us smarter and more able to better assist our clients. All of us sharing means EVERYONE benefits.

I’ve recently come across some people who don’t share this philosophy….I wish they would re-think this mentality.

Until then, enjoy the flowers.

Filed under: General Business, Industry Info on April 25th, 2010 | No Comments »

I love coffee loyalty programs. And even though I appreciate technology, I don’t mind the paper punch card method. Each time I make a purchase at a local coffeehouse, I can see my progress toward free stuff…..I like it.

I belong to multiple coffee “programs” (I use the term loosely as these are area pretty low-tech; no one even knows my name at these establishments) and I do have my one brand that I tend to frequent more often (due to location, quality of coffee, plus the fact I feel like I get rewarded more quicky).

But the one brand I DO like, and where I JUST DON’T GET THEIR LOYALTY PROGRAM, is Starbucks.

I know there is a loyalty program at Starbucks. I’ve read a bit about it in the press, seen it mentioned on-line, and even briefly visited the Starbucks website. But I’ve seen no mention of the program in-store, and I just don’t quite get why I should take the effort to figure it out and partake. (I am thinking it is even a BIG effort to partake – I think I either have to apply for a Starbucks credit card, or pre-load a debit card and remember to use it….I think…..)

One quick thing I should point out – some of my readers could tell me that I could easily ask a barista to explain the program to me, or I could research it more extensively on-line. But as a customer, I don’t think I should be expected to work so hard. I don’t want to have to do research to figure out the value to me. So I haven’t done the work I potentially could do. (I want to relax at Starbucks – not tax my brain.)

And again, I actually like Starbucks. I LOVE the kid-sized cocoas priced at $1.15 – no other coffee store offers that in my area. I like to meet with people in the comfortable ambiance. I like the beverages. But because I cannot figure out the loyalty program, Starbucks has evolved into a 3rd or 4th place choice when I have to schedule a “coffee meeting.”

I’m not sure of the exact answer as to what Starbucks should be doing for their loyalty program – I haven’t done my research! – but it needs to be easier for me as a fan of the brand to “get it.” A truly great loyalty program will do many things, among them make me feel special as a customer, talk to me directly, and incent me to take action. And it needs to be easy to figure it out.

I’m afraid I am not seeing or feeling any of this from Starbucks. Does anyone else feel this way? Or am I on my own?

Filed under: Branding, General Business, Loyalty on April 20th, 2010 | 2 Comments »