Do You Have a “Fresh Remote” Problem? A Curious Case of Customer Experience

August 14, 2017
Posted by: Jason Brooks
Upon checking into a particular hotel of a brand I had never stayed in before, I noticed on the nightstand a little white translucent bag labeled “Fresh Remote.” Sure enough, I could see the TV remote hermetically sealed inside. I immediately found myself in a paranoid state of questioning the cleanliness of my entire room rather than reflecting fondly on ...
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Go the Extra Mile with Good CX

August 7, 2017
Posted by: Joan Cassidy
A few weeks ago, I spent almost two hours waiting in line to pick up a rental car at Boston Logan. Two hours is a ...
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Bring Your Child to Work Day 2017

August 3, 2017
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Posted by: Jessica Lopez
As we’ve been preparing for this day – our Annual Bring Your Child to Work Day – I have felt this great, warm feeling in ...
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New Year’s in July: Our 2017 Summer Book List

July 16, 2017
Posted by: Trish Smyth
Summer is here. Summer, of course, has its own set of challenges: the office vacation calendar gets complicated, every street in the city becomes a ...
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Brand Identity: A Community Experience

July 5, 2017
Posted by: Jessica Cornick, PhD
Meet Jane: registered nurse, Instagrammer, and “dance mom”; she uses Burt’s Bees, drives a hybrid SUV and works out at Planet Fitness. Jane, like all ...
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Insight in an Era of Change: NewMR & New Retail

June 21, 2017
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Posted by: Jason Brooks
I’m not a Buddhist, but I love one of the core tenets of Buddhist philosophy: the illusion of permanence is the root of all suffering. ...
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Amazon Gobbles Up Whole Foods?

June 20, 2017
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Posted by: Joan Cassidy
Everyone is going bananas over Amazon’s acquisition of Whole Foods. Mergers often get some immediate buzz, but this particular merger has prognosticators reporting that groceries ...
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Brand Identity: Signaling the Self

June 13, 2017
Posted by: Jessica Cornick, PhD
When someone asks you what kind of car you drive, what are they really asking? In her blog on car buying, Collette Eccleston, PhD said, ...
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Brand Identity: Add Value Through Shared Values

June 7, 2017
Posted by: Jessica Cornick, PhD
In this blog series on creating Identity Overlap with consumers, we introduced Jane the Consumer, who, like other consumers, has an identity that is multi-faceted ...
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Brand Identity: Galvanizing an “Us”

May 31, 2017
Posted by: Jessica Cornick, PhD
In our last blog, we met Jane the Consumer. Jane is wife, mother, registered nurse, Instagram user, and “dance mom.” Companies that want Jane’s business ...
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