Dan Naden

Dick’s Sporting Goods Delivers E-mail Again and Again

With the Christmas season behind us, everyone awaits the unfortunate noise that occurs in January. THUD. CRASH. THUMP. Something heavy…

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Expedia Excels at Capturing Customer Sentiment

You’ve just completed an online transaction. No sweat. You’ve been a digital maven for years. Maybe it was for a…

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Yeti: A man-sized brand

Yeti: A man-sized beast with an appetite for adventure, danger and the raw frontier. Yeti: A brand targeting rugged men…

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Don’t Minimize the Importance of First Impressions

First impressions are everything. Let me repeat that: first impressions are EVERYTHING. I’ve visited a number of companies over my…

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My Daughter’s Take on Marketing

Coders code and salespeople sell. HR people recruit and IT pros keep the servers and networks performing optimally. But what…

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A Little Slice of Heaven at a Record Store

I surely hope physical music stores never die. I know they are living on borrowed time, but I am holding…

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Cirque de Soleil: Emotional rides given daily.

Breathless. Awe-inspiring. Captivating. Amazing. Remarkable. The adjectives can’t adequately describe the experience of Cirque De Soleil. This company has been…

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@Southwest Air: Customer Can Do Attitude is THE rule

The orders come in like rain as the flight attendant pushes the bulky cart up the cramped aisle: I’ll take…

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Taking a survey at 30,000 feet with Delta Airlines

30,000 feet above the ground. The air is thin. Sinuses are congested. Time sometimes drags. I’ve read a book, written…

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Chuck E. Cheese’s childhood magic leads to adult dullness

If there’s a children’s birthday party frequent flier club, I am approaching medallion status. When I walk into the Castle…

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Want to be a leader? Hold onto your self-esteem

Read on: Guest post from Edward Caulfield from Serious About Service. Thank you Edward for your contribution. If you were…

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Video: Make it Amazon.com-easy to share feedback

You can learn from the sheer simplicity of Amazon.com. After a recent conversation with their customer support team, they e-mailed me a brilliantly simple message. Incorporate this philosophy into your business and never look back.

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