zappos

Consumers are lazy. And that’s pretty much the business case behind Zappos’ 365 day return policy. The return policy serves a...

A brand definition for a dog food brand. It defines a purpose for the brand, a tone-of-voice, a visual style and...

Approximately 2% of your customers will rip you off. They will game your system. They will do everything to gain financial...

At last week’s Future Summit, P&G’s André Convents (Section Head Connect & Develop) had a pretty interesting presentation on the company’s...

I forgot most of the polite manners and etiquette my parents and teachers deperately tried to brainwash me with during my...

How to create a breeding ground for great customer service? It starts with a remarkable company culture and small interventions, as...