Instincts e-newsletter

Employees, especially those in critical customer-facing roles, can determine whether your brand crashes or soars...

Even the most remarkable products can fall flat in the critical moments of the purchase decision...

Since traditional advertising isn't working, today�s marketers need to be resourceful and find ways to spread the word...

It's time for good old fashioned help to take on a new twist. Great customer experiences depend on it...

The city just broke the #1 rule in building a brand � consistency... again!...

is the rule of the day when you must change your brand...

Looking for a great Canadian brand experience shouldn't be this hard...

Brand awareness doesn't equal brand equity. Sometimes, it's better to just walk away...

That wasn't simple. If a company promised you simplicity, what would you think if you received an email like this...?

Reaching customers with traditional advertising has never been more expensive or less effective. See how some are using an experience to connect with their customers...

Service categories are not the only ones that can build their brands with distinctive customer experiences, products can play this card too...

The Ultimate Driving Machine vs. The Relentless Pursuit of Perfection. Brands are built with consistent, positive experiences. Read this month's newsletter and ask yourself which is the ultimate driving experience...

One of the most effective ways of building a brand is through experiences. Imagine yourself in the following brand encounter...

Poor Molson. Flagship brand's market share slipping. Losses in Brazil. Controlling family turmoil. Plans to band together with another American brewery icon - with similar issues. Ouch...

Coming through the past two months with the Federal Election, Canada Day celebrations and a holiday in the glorious North, brought me to think once again about the ongoing debate of our country's brand...

What are the best and worst managed brands in Canada? Survey says � Tim Hortons and Air Canada...

Canada's Dorel Industries � a manufacturer of household goods and products � complain their stock is undervalued because people don't know they are the name behind many successful consumer brands...

Every company gets tapped to contribute to charity. Customers, employees and the public all lobby for their own cause...

When you have 245,000 employees working in every corner of the globe and high above it, you need to be creative in your approach to reach them...

From a business evolution perspective, we are all supposed to have Quality as a given, and to have mastered the Customer Service piece...

As Four Seasons Hotels legend has it, a doorman was so in tune with the corporate passion to serve, he followed a guest by plane to return a forgotten briefcase...

What do Chinese Gooseberries, Polyester, the Patagonian Toothfish and Datsun all have in common?...

A recent article in the Wall Street Journal with the Chief Executive Officer of BMW revealed how seriously he sees his responsibility with one of the world's leading Brands...

While working against the odds, the people at ING Direct have done a remarkable job of introducing and building their brand here in Canada...

In a country with seventy-eight thousand registered charities, most of which organize multiple fundraising events, the Canadian public is inundated with requests to contribute...

What a year it has been for Canada�s largest city brand! SARS, West Nile, power failures... it seems everything has been thrown at Toronto. Good news is... everybody wants to help. Bad news is... everybody wants to help...

News Item: Class action suits turn their focus from tobacco to fast food.
In the face of a shifting world, here is the challenge for fast food marketers... The only thing harder than building a brand, is changing one...

After six years and a dizzying 50% annual growth rate, Clive Beddoe continues to be deeply passionate about the things that have made WestJet a success since their original take-off...

Maybe never. Under increasing pressure to participate in the only category in new vehicle purchases experiencing growth, Porsche has recently launched their own SUV 'Cayenne'...

No sooner than the world of commerce has the veil of war lifted and it appears that we can get back to business, SARS arrives on the scene and drives everyone underground...

IBM�s acquisition of PwC is a significant stride towards ensuring its competitive advantage in a cluttered marketplace. But IBM must also take caution as it attempts to clarify its positioning...

The most common misconception about the term 'brand' is that it is simply a company's logo.While this interpretation of brand is not correct, there are numerous reasons why this misconception has developed...

A strong brand is a relationship which forms a comfortable short cut in a purchaser�s decision making process. And with the increasingly busy lives of people today, combined with the proliferation of choices, short cuts have become proportionately more important...

Contained in the headlines of one issue of the Financial Post were the following initials: TD, EU, CMS, AIG, BCE, ICI... some we know, some we'll never know...

These days Canada seems to stand for less than it used to. A middle rank power, we once made our international reputation as a dependable peacekeeper and willing Western ally...

If you said the Hudson's Bay Company, you're right. Do you know who the second oldest company is? No?...

For those not following the business pages really closely this year, you can be forgiven for thinking that a few new boy bands have found fleeting fame in the teen magazines...