by Steve Miller | Dec 2, 2017 | customer experience, experience marketing
What do you REALLY do to separate your company from the competition? Working to be UNCOPYABLE isn’t just some cute “marketing theory of the moment.” Being “better” than the competition is a short term play. You know that. You MUST not just be better. To develop...
by Steve Miller | Jul 24, 2017 | customer experience, Disney, experience marketing, Hotels, Innovation
At last week’s D23 Expo, Walt Disney Parks & Resorts announced a new Star Wars-inspired resort will open in 2019. The thought of a Star Wars themed hotel doesn’t really rev me up, but read what Bob Chapek, Chairman of Walt Disney Parks & Resorts, had to say:...
by Steve Miller | Jul 10, 2017 | Apple, customer relationship, experience marketing, uncopyable
Are you old enough to remember when air travel was a real pleasure? I started actively flying (primarily on American) when I was a freshman at Purdue University. Flying was fun. I looked forward to the experience. 36 years ago American Airlines started its frequent...
by Steve Miller | Jul 4, 2017 | bad customer service, customer relationship, experience marketing
My smoking’ hot wife, Kay, our bipolar border terrier, Shaka, and I just returned from a 14-day, 3206.3 miles road trip. In 30 years of marriage we’d never taken a long road trip. I can now check that off my bucket list! Of course, over 14 days we stayed at several...
by Steve Miller | Mar 1, 2017 | bad customer service, branding, experience marketing
The Best Picture mess up has caused quite the brouhaha in the media. Lots of finger pointing and mea culpas…especially from Price Waterhouse Cooper. Stepping back a bit was it really a big deal? Nobody died. But maybe there’s a good lesson for businesses...
by Steve Miller | Nov 21, 2016 | experience marketing, marketing
One of the best ways to create an uncopyable attachment with customers is to create a club. You can have a club where your members get cool stuff, but lose if they leave. I’ll share three great examples, both formal and informal styles. Please comment and...
