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Emory University recently published results of their “NFL Fan Equity” study. In the study, they evaluate and rank the 32 teams’ fan bases. You may wonder how your team ranks, but prior to getting too involved and passionate about the results (the study has been hammered by fans since its publication), let’s first define what […]

Richard Branson, Virgin Group Founder, has been in the press a lot this year because of the relatively high customer satisfaction his companies create with clients. In a recent interview, Branson stated “In business, creating a favorable impression at the first point of customer contact is an absolute imperative. But what isn’t widely understood is. […]

Instead of renting or buying a car, why not share it? That’s the premise of Zipcar – an organization using a “Blue Ocean” strategy to build a business. And like every business, the customer’s experience is not all about the product; the employee attitudes and process impact overall perceptions and loyalty (and $$). So an […]