How do you keep your customers coming back? As Elizabeth referenced recently, brands are engaged in a continuous process to not only attract new customers, but to retain those acquisitions and build loyalty over time. Mass consumer brands, like Zappos, have put huge corporate emphasis on ensuring a positive shopping and customer service experience in order to… read more>>

One of the biggest and most interesting challenges faced by luxury brands participating in digital and social media is maintaining the balance of brand value (exclusivity, personal attention, impeccable quality) and the nature of social media (democratic, participatory, fast and reactive). On one hand, these principles seem to operate at opposite ends of the spectrum, driving conflicts… read more>>

One of the things that people always return to when talking about social media is the ability for just about anyone to find and connect with people who share similar passions.  It is easy to rattle off broad-reaching categories and interests for which this is true — fashion, food, sports, etc. But what I find even more… read more>>

As the media landscape continues to fragment, segment and overflow with new platforms that supposedly connect, inform, stimulate, and motivate us, it can’t help but feel that we are prime for a backlash.  Especially in the luxury market, some are arguing, where brands are built on aspiration, allure and carefully crafted image, the onslaught of social media… read more>>

So our Internet connection, which is provided by Time Warner Cable, went down the other day for an extended spell and we were virtually paralyzed as a result.  As I said to the Agency “well how often does your cable television work?  I couldn’t watch the True Blood finale on Time Warner “On Demand Some of the… read more>>