We have a Konica Minolta printer at our office.  It is a really nice printer, and usually, we have no problems with it.  However, Konica’s customer service always leaves something to be desired.  Whether it’s the accounting department messing up our invoicing, or our rep not showing up when he is scheduled, or Konica sending us copious amounts of unwanted toner (and then billing us for it), it seems like there’s always something. The thought of calling them sends chills up my spine and can actually ruin an otherwise perfect day.  In one of … read more

What happens when a brand promise does not line up with the brand experience? As organizational branders, we often warn companies that they have to deliver what they promise. When they don’t, the result is often disastrous for the organization, and customers usually see right through the façade.

In July, Starbucks launched three stores branded as local coffee shops.  Their names are based on the intersection they sit, and the Starbucks logo is not in sight – inside or outside.  The stores are owned and operated … read more

Everyone loves a good party, especially in the summer. Good friends, good drinks, great networking. But, can a party be great for your brand too?

On Wednesday night, Belmont hosted a good old fashioned backyard barbecue. As I looked around the room and saw roughly 100 people making a meaningful connection over a cold one, I began thinking about what this party was doing for the Belmont brand. Each employee sported a Belmont Beer-B-Q t shirt and surrounded themselves with clients, partners, and friends. As you begin building your brand throughout your … read more