Showing posts with label customer experience. Show all posts
Showing posts with label customer experience. Show all posts

Wednesday, May 27, 2026

How will YOU celebrate MARKETING on May 27th?


Do you know today's significance? If you're a professional marketer, you probably know that, on this date in Chicago in 1931, Philip Kotler, the person referred to as the "Father of Modern Marketing" was born. Kotler has written more than 80 books and made an incredible impact on the development of marketing worldwide — and I was introduced to the study of marketing by his "Marketing Management" textbook during the first semester of graduate school. 

The European Marketing Federation chose May 27th as the day to celebrate the field of marketing worldwide. In addition, the day was established to recognize the value of marketing and educate all employees and departments within organizations about the role and purpose of marketing.

According to Ralf Strauss, Chairman of the Board of the European Marketing Federation, "The evolution of marketing around the world has been an impressive journey with many changes. Marketers have helped new organizations to emerge and enabled change in old companies with centuries of history. They have changed societal attitudes and helped people to communicate. Today, in the context of digital transformation, we can explore our environment more than ever, analyze consumer and customer needs in real-time, and build relationships. The importance of marketing people is paramount. Let's recognize and appreciate this as we celebrate marketing on 27th May."

According to DaysoftheYear.com, "With the purpose of building bridges between businesses and their consumers, World Marketing Day celebrates the essential role that marketing plays in the world. From driving innovation to fostering understanding and shaping patterns of consumers, this is a time to show appreciation for the strategy, dedication, and creativity that marketing professionals put into their work." 

To celebrate World Marketing Day here on my Blog, I've invited a fellow marketer to return for a Q&A due to her international expertise. Based in Western Canada, Susan Friesen is a visionary brand strategist, entrepreneur, and founder of British Columbia's premiere boutique web development and digital marketing agency, eVision Media. With over 20 years of experience, she helps businesses to establish their online presence and create a strong brand identity. Her passion for empowering female entrepreneurs to succeed in the digital world has earned her a reputation as a leading authority in the marketing industry.

QUESTION: Management and personal branding expert Tom Peters wrote in 1997, "To be in business today, our most important job is to be head marketer for the brand called YOU. Start by identifying the qualities or characteristics that make you distinctive from your competitors — or your colleagues. When you’re promoting brand YOU, everything you do — and everything you choose not to do — communicates the value and character of the brand. If you want people to see you as a powerful brand, act like a credible leader. As long as you're learning, growing, building relationships, and delivering great results, it's good for you and it's great for the company." Therefore, what three things do you think everyone should do to create a memorable personal brand?

SUSAN FRIESEN: From my perspective, a lot of people overcomplicate personal branding. They think it’s colours, styles, or coming across as being perfect, but that's not the case. A personal brand is all about how clearly and consistently you show people who you are, what you stand for, and why they should trust you. There are three things I believe matter most:

(1) Get honest about who you are. Before you think about marketing visibility and content, it's important to understand: What you stand for; How you naturally communicate; and What makes you different in how you think, not just what you do. If you're naturally witty, thoughtful, direct, or deeply empathetic, those are strong indicators of your personal brand and should be brought into everything you do in order to be recognized for those traits.

(2) Make a definitive decision about how you want to be known. This is where personal values combined with consistency come into play. A personal brand becomes memorable when it's consistent, which is not the same as perfect. It means being consistent with the same style, tone, and values across communications and platforms. It also means knowing when to say "no" to opportunities that are not in alignment with how you want to be known. If your voice, message, and overall presence shift too often, trust will start to erode and weaken your positioning.

(3) Back it up with proof. A personal brand isn't what you say about yourself; it's formed by how you show up and what you deliver consistently. It's built on what others experience and perceive about you. Which includes things such as: the quality of your work; the way you communicate; the results you help people achieve; and the consistency of your presence over time. In today's environment, especially with AI-generated content everywhere, trust has become the deciding factor. People are getting more cautious and are determining credibility more quickly than ever.

Your personal brand becomes memorable when people can connect what you say with what you actually. This is where authority is created. So if I were to simplify it: (1) Know who you are; (2) Decide how you want to be known; and (3) Prove it consistently. That's what turns a personal brand from something forgettable into something people recognize, trust, and choose.

QUESTION: Today, for World Marketing Day, let's discuss Jeff Bezos' empty chair policy. At every Amazon meeting, there's an empty chair to represent the customer. What does this story mean to you?

SUSAN FRIESEN: It's interesting, but long before I heard the Jeff Bezos empty chair story, I was already running my business with that mindset. For me, the empty chair represents something very simple: your client is part of every decision, whether you consciously include them or not. The difference is whether you're intentional about it.

What I mean by that is that you're not building a brand based on what YOU think would work. You're building it based on how your ideal client/customer thinks, feels, and makes decisions. And to do that, you need a deep understanding and empathy for them. What are they frustrated with right now? What are they worried about getting wrong? What would make them feel confident enough to say yes? The answers to questions like these will directly affect your offers as well as your marketing and communication messaging. Ultimately, this in-depth dive into the ideal client persona is what will ultimately build trust, because people know when they're not truly being considered.

To me, the empty chair is really about respect. It's choosing to listen before speaking. It's making decisions with your client/customer in mind, not just your own preferences. It's recognizing that trust is earned when people feel understood. And in today's environment, where so many businesses are starting to sound the same, it's that level of understanding that makes a brand stand out and genuinely connect.

SHARE THIS: You're not building a brand based on what YOU think would work. You're building it based on how your ideal client/customer thinks, feels, and makes decisions. ~Susan Friesen #WorldMarketingDay #DebbieLaskeysBlog

QUESTION: One of my favorite quotes is from American businessman Jack Welch: "Marketing is not anyone's job. It's everyone's job." What are your thoughts?

SUSAN FRIESEN: When Jack Welch said "Marketing is everyone's job," what he was really pointing to is every interaction that a person has with your business shapes their perception of your brand. It's not just one ad campaign or your website in isolation. It's all-encompassing such as: (1) How you respond to an email or social media post; (2) How your team communicates with clients/customers; (3) How consistent your messaging is across every touchpoint; and (4) How well you deliver on what you promised. All of that is marketing, and for it to actually work, there has to be a strong foundation first. Only then can your team consistently reflect that in how they show up. To me, the real takeaway is that marketing isn't a department, it's a reflection of how your business operates as a whole. If every person in your business understands the role they play, then you build trust that will facilitate long-term relationships.

SHARE THIS: To me...marketing isn't a department, it's a reflection of how your business operates as a whole. ~~Susan Friesen #WorldMarketingDay #DebbieLaskeysBlog

QUESTION: Which three marketing or branding books should everyone read, and why?

SUSAN FRIESEN: There are a lot of marketing books out there, but I find most of them focus on tactics. For me, the ones that truly help are the ones that change how you think. These three have had a lasting impact on how I approach brand positioning, messaging, and trust.

(1) THIS IS MARKETING by Seth Godin.

This book strips marketing down to what it should have been all along. It's about understanding who you're trying to serve and creating something that actually matters to them. What stands out for me is the focus on empathy and relevance. If your marketing isn't grounded in a foundational understanding of your audience, it's not going to have an impact, no matter how "perfect" it looks.

(2) BUILDING A STORYBRAND by Donald Miller.

This is one I recommend often because it solves a very common problem of the business owner making themselves the hero of the story when it needs to be their clients instead. This book gives a simple framework for clarifying your message so that your audience can quickly understand who you help, what problem you solve, and why they should trust you. When that's clear, everything from your website to your content becomes more effective.

(3) THE BRAND GAP by Marty Neumeier.

This book explains the gap between strategy and execution, which is something I see all the time when the foundational brand analysis work hasn't been done. Businesses invest in a logo or a website, but there's no deeper thinking behind it. It's just a pretty template that the owner loves but lacks an emotional connection with the people they want to serve. This book reinforces that a brand is not what you say it is, it's what people experience and remember.

QUESTION: What is your favorite Canadian brand, and why? And what is your favorite American brand, and why?

SUSAN FRIESEN: Here they are:

CANADIAN BRAND: Saje Natural Wellness: I love using Saje products because they have built the brand around: clean, plant-based ingredients; transparent sourcing; and a strong focus on personal well-being. But what makes the brand stand out is its consistency between its products, in-store experience, and messaging - everything reinforces the same promise, which is helping people take care of themselves in a natural, informed way. There's also a strong female leadership presence behind the brand, which is demonstrated in how they communicate. From a brand positioning standpoint, they don't try to be everything to everyone. They've chosen a lane and they stay in it. That's why they're recognizable and trusted.

AMERICAN BRAND: Dr. Mindy Pelz: What stands out to me about Dr. Mindy Pelz is how clearly she has positioned herself. She speaks directly to women, particularly around health, hormones, and fasting, in a way that feels both educational and empowering. There's a genuine commitment to helping women understand their own bodies so that they can make informed decisions, rather than chasing the latest trend or fad. She's not trying to appeal to everyone. She's very specific about who she's helping and what she stands for. She also builds trust through consistent education. You see it across her videos, books, and content. She shows up with a clear point of view and reinforces it over time. And that's what turns a personal brand into something people follow, trust, and act on.


How will YOU celebrate marketing today? I'll celebrate by applauding Susan for sharing her passion for brand marketing, customer experience marketing, and personal branding with me and my international blog community!


Image Credit: European Marketing Confederation (EMC).


Read Tom Peters' article: "The Brand Called YOU"

https://www.fastcompany.com/28905/brand-called-you


Read: "Why Every Amazon Meeting Has At Least One Empty Chair"

https://www.inc.com/john-koetsier/why-every-amazon-meeting-has-at-least-one-empty-chair.html


Read last year's post for World Marketing Day! (May 27, 2025):

https://www.debbielaskeysblog.com/2025/05/lets-discuss-brand-storytelling-to.html


Read Susan's most recent appearance on my Blog:

WINTER OLYMPICS LEADERSHIP SERIES 2026 - Featuring Susan Friesen (February 2026)

https://www.debbielaskeysblog.com/2026/02/winter-olympics-leadership-series-2026_01082440765.html


Meet Susan at these links:

Website: https://www.eVisionMedia.ca

LinkedIn: https://www.linkedin.com/in/evisionmedia/

Instagram: https://www.instagram.com/susan.evisionmedia/


Thursday, April 30, 2026

Marketing News of the Month: Brand Identity, Brand Storytelling, Personal Branding, and More


During the month of April, there were news stories that reflected advertising, brand experiences, brand extensions, brand identity, brand redesigns, brand storytelling, celebration marketing, cobranding, customer experience marketing, holiday marketing, nonprofit marketing, personal branding, product launches, social media, and more.

REFRESH OF HARLEY-DAVIDSON BRAND

According to the brand's press release on April 9th, "Harley-Davidson reignites the brand with the global launch of RIDE, a refreshed brand platform that honors more than a century of driving motorcycle culture, designed for the riders of today, and paves a path forward. More than a word, RIDE is, at its core, the very idea that defines and drives Harley-Davidson. It is an action, a feeling, and a way of life that has been embedded into the brand since its founding in 1903. Harley-Davidson doesn't have merely owners, rather a community of passionate riders. The very notion of RIDE brings people together, clears the mind, and turns miles into stories, reaffirming that life is better on two wheels. With the launch of RIDE, Harley-Davidson unveils a new visual identity, anchored by the return of the historic Harley-Davidson bar and shield logo; a nod to where it all began and a signal to the role heritage continues to play in shaping the future of Harley-Davidson. For over a century, Harley-Davidson has defined what it means to ride. RIDE is the next chapter, celebrating every rider, those who have been with us from the beginning and opening the road to anyone ready to join in. More riders. More rides. More freedom. More stories to be told.

The platform debut comes to life through a video set to the iconic Willie Nelson song "On the Road Again," featuring raw, authentic footage of real riders and the joy of the RIDE. The visual spotlights the true spirit of the open road and the culture that exists around it, a community Harley-Davidson originated and continues to champion. The video will air nationally across broadcast and streaming platforms, along with a comprehensive internal and external integrated campaign."

REFRESH OF LOS ANGELES RAMS BRAND

According to the brand's press release on April 16th, "The Los Angeles Rams have announced a refined brand and uniform refresh, marking the next evolution of the team's visual identity as it enters its second decade back home in Los Angeles. The update represents a progression designed to elevate and modernize the Rams look which debuted six years ago, while staying true to its core identity. At the forefront of the brand update is a cleaner, more refined presentation of the Rams' visual system. The LA monogram logo has been simplified with the removal of gradient coloring in favor of a solid finish, a change influenced by fan and partner feedback. The Ram head logo has also been enhanced to appear bolder and tougher for a fiercer expression, and the horn features a sharper, more defined point. With global attention turning to Los Angeles and SoFi Stadium set to host a historic run of the world's biggest sporting events, the Rams are taking the opportunity to raise the bar and evolve their look for the next era."

DUNKIN' CHANGES NAME OF FAN FAVORITE DONUT

According to AllRecipes, "If you live in Philadelphia, there's a chance you'll see a change to a popular menu item at your local Dunkin'. Beginning April 19th, the beloved coffee chain has temporarily renamed the iconic Boston Kreme donut to the Philly Kreme donut, in honor of the Philadelphia 76ers taking on the Boston Celtics in the NBA playoffs. According to a company statement, "Because during playoffs, there's no room for Boston in Philly...not on the court, and definitely not in a dozen donut box." Although Dunkin' and the Boston Kreme donut have deep Massachusetts roots, the company wanted to show the basketball world that, "Philly really knows how to run on Dunkin'." And there's no better way to show that than to get behind the city's local basketball team, whose fans are known for their fierce loyalty. The renamed donuts will be available at select Dunkin' locations in Philadelphia for the duration of the 76ers' playoff series with the Celtics, which could last until May. And, what about the donut's recipe? Luckily, this temporary move only affects the donut's name, not its taste. It will be "the same kreme-filled classic, just with a name Philly fans can get behind," the company assured fans."

NONPROFIT FUNDRAISING CAMPAIGN: 1 PICASSO FOR 100 EUROS

On the evening of April 14th at 6pm (France time), there was an impressive fundraising event held at Christie's auction house in Paris, France. NPR had reported in late March, "Pablo Picasso's paintings are some of the world's most expensive works of art, sometimes fetching more than $100 million at auction. But, now, anyone can try their luck at nabbing one for just 100 euros ($116). France's leading financial supporter of Alzheimer's research is raffling Picasso's 1941 painting "TĂȘte de femme (Head of a Woman)," which is worth more than a million euros ($1.2 million). Proceeds from the "1 Picasso for 100 euros" campaign will go toward funding research into Alzheimer's, a common form of dementia that is a leading cause of death worldwide." All 120,000 raffle tickets were sold worldwide (I wish I had purchased one!), and the winner was a man based in Paris - he was phoned with the news in real time. The raffle raised 14 million euros ($13.4 million), and after one million went to Opera Gallery for fees, the rest went to the French Alzheimer's charity.

POWERBALL LOTTERY GOES INTERNATIONAL

ABC7 New York reported, "Powerball is expanding internationally for the first time in summer 2026, targeting players in England, Scotland, and the wider United Kingdom to increase ticket sales and generate larger, faster-growing jackpots. This marks the first time that non-US sales will directly contribute to the jackpot pool, which is currently played in 45 US states, Washington, D.C., and US territories...An agreement was announced on April 15th between the Multi-State Lottery Association, which runs the lottery game, and Allwyn UK, which operates the U.K.'s National Lottery. The deal still must be approved by a U.K. gambling commission..The same jackpot amount will be available to players on both sides of the Atlantic, with U.S. payouts in dollars and those in the U.K. in pounds. For players in the U.S., nothing changes, including the $2 cost of a Powerball ticket and the long odds of winning the jackpot of 1 in 292.2 million. But with U.K. players buying tickets, a larger player pool will grow jackpots more quickly."

COMING TO AMERICA - NOT THE MOVIE - THE KING AND QUEEN

From April 27th to April 30th, King Charles III and Queen Camilla visited the United States (and will end their trip May 2nd in Bermuda). The visit was a "State Visit" to the United States, while the visit to Bermuda will be a "Royal Visit." According to the Royal Family's Twitter/X account, the trip was described as follows:

* Washington, D.C.: Marking America's 250th anniversary.

* New York: Highlighting the modern UK-US relationship through culture, community, and economic growth.

* Virginia: Connecting with local communities, heritage, and nature.

* Bermuda: Celebrating local creativity, biodiversity, and youth opportunities.

QUEEN CAMILLA'S VISIT TO NY PUBLIC LIBRARY

ABC7NY reported on April 29th, "Queen Camilla visited the New York Public Library today during her trip with King Charles III to New York City. Actress Sarah Jessica Parker was her guide through the library, along with Anna Wintour and other important figures in U.K. and U.S. publishing and literary circles. But the uncontested highlight for a group of lucky public-school children was the reading the queen did for them from an excerpt of Winnie-the-Pooh. Right before, she gifted the library a brand-new Roo doll, to join the library's famous collection of original Winnie-the-Pooh dolls, marking the 100th anniversary of the publication of the beloved children's book."

CELEBRATION OF QUEEN ELIZABETH II BY KING CHARLES

On Tuesday, April 21st, in the U.K., King Charles delivered a recorded speech commemorating Queen Elizabeth's life and legacy in celebration of what would have been her 100th birthday. He said, "Today, as we mark what would have been my beloved mother’s one hundredth birthday, my family and I pause to reflect on the life and loss of a Sovereign who meant so much to us all and to celebrate anew the many blessings of her memory. Queen Elizabeth’s ‘promise with destiny kept’ shaped the world around her and touched the lives of countless people across our nation, the Commonwealth, and beyond. Her near-century was one of remarkable change, and yet, through each passing decade, through every transformation, she remained constant, steadfast and wholly devoted to the people she served.

Millions will remember her for moments of national significance; many others for a fleeting personal encounter, a smile, a kind word that lifted spirits...or for that marvellous twinkle of the eye when sharing a marmalade sandwich with Paddington Bear in the final months of her life.

Much about the times we now live in I suspect may have troubled her deeply, but I take heart from her belief that goodness will always prevail and that a brighter dawn is never far from the horizon. For as a young Princess Elizabeth put it in her first ever public broadcast, aged just 14, we can each play our part ‘to make the world of tomorrow a better and happier place.’ It is a belief which I share, with all my heart.

So young or old, and whatever our differences, let us therefore seek to follow this example as we make today not the marking of a milestone felt by absence but the celebration of a life well-lived, and a legacy of hope, as we strive together towards a ‘better, happier tomorrow’ – one rooted in peace, justice, prosperity, and security. In this, I renew my own solemn pledge of duty and service to you all. God bless you, darling Mama; you remain forever in our hearts and prayers."

QUEEN ELIZABETH II'S 100TH CELEBRATION STEIFF BEAR

Town & Country reported, "To mark the 100th anniversary of Queen Elizabeth's birth during April, German toy company Steiff has released a limited-edition mohair bear in her likeness, the first time the 146-year-old company has produced a stuffed toy modeled completely after a royal. The teddy bear's look is primarily based on Queen Elizabeth's outfit at the Royal Windsor Cup in 2021. The 12-inch tall teddy bear, designed in collaboration with curated collectible retailer Galerista, depicts the late queen in a lime green Stewart Parvin crepe coat and matching Rachel Trevor Morgan hat, a pearl necklace, and a handmade crystal replica of the Vanguard Rose brooch—a diamond floral piece that then-Princess Elizabeth received in 1944 at age 18 when she launched HMS Vanguard. The brooch was chosen in part for its personal significance: Elizabeth wore it to her first public engagement as monarch but rarely afterward, making it one of her more meaningful and lesser-seen pieces. Just 4,996 bears were produced worldwide, a figure reflecting that Elizabeth lived to 96. The bear retails for £289 ($360), and comes with a certificate of authenticity. The bears went on sale in Germany on April 4, and 200 had already sold within days of release. Steiff plans to follow the Queen's bear with a corgi collectible—a nod to her beloved dogs throughout her life—and a Prince Philip bear, with potential future editions modeled after King Charles and the Prince and Princess of Wales."

IS THERE AN IPO IN JERSEY MIKE'S FUTURE?

On April 20th, Jersey Mike's Subs said that it had confidentially filed for an initial public offering, which could be one of the biggest restaurant IPO's in several years amid a challenging time for the industry. According to MarketWatch, "The filing arrives as fast-food and sit-down chains alike remain locked in a discount war as they try to win over consumers, particularly lower-income ones, who have been turned off by price increases in the wake of the economic upheaval caused by the pandemic. Higher gas prices resulting from the Iran war have added to the pressure on consumers, although the direct impact of higher gas prices on restaurant spending remains a matter of debate. JPMorgan and Morgan Stanley are working with the chain on the offering, and Jersey Mike's is seeking a minimum $12 billion valuation with plans to raise more than $1 billion...The chain's roots go back to a sandwich shop founded in 1956 in Point Pleasant, N.J., called Mike’s Subs. Jersey Mike's founder and CEO, Peter Cancro, began working there at age 14, bought the business in 1975, at age 17 and started franchising it in 1987. Jersey Mike's now has more than 3,000 restaurants in the U.S."

PERSONAL BRANDING AND U.S. SUPREME COURT JUSTICES

CNN reported, "For a long time the U.S. Supreme Court was perceived as a unified body of justices in black robes, where decisions arose from a collective majority. Precedents were revered as "the Court" and preserved an image of unity – at least for now. Today, The Nine more often resemble individual players. Seven justices have already written or are preparing to publish books about their lives or their approach to the law. A few of them have recently spoken at public events promoting their own views, and sometimes this backfires. Previously, Antonin Scalia stood out, known for his sharp rhetoric and many extrajudicial writings. During campus visits, he built his own image outside the bench, which helped him become prominent in jurisprudence. Today several justices are working on their brands. Justices Ketanji Brown Jackson, Amy Coney Barrett, Sonia Sotomayor, and Neal Gorsuch are on book tours; Justices Samuel Alito and Brett Kavanaugh have books due out in the coming months."

THE END OF THE "TIM COOK ERA" AT APPLE

On April 20th, Apple CEO Tim Cook announced that his time at the helm of Apple would soon end. According to the company's press release, "Cook will become executive chairman of Apple's board of directors, and John Ternus, senior vice president of Hardware Engineering, will become Apple's next chief executive officer effective on September 1st. The transition, which was approved unanimously by the Board of Directors, follows a thoughtful, long-term succession planning process. Cook will continue in his role as CEO through the summer as he works closely with Ternus on a smooth transition. As executive chairman, Cook will assist with certain aspects of the company, including engaging with policymakers around the world."

Tim Cook said, "It has been the greatest privilege of my life to be the CEO of Apple and to have been trusted to lead such an extraordinary company. I love Apple with all of my being, and I am so grateful to have had the opportunity to work with a team of such ingenious, innovative, creative, and deeply caring people who have been unwavering in their dedication to enriching the lives of our customers and creating the best products and services in the world."

John Ternus said, "I am profoundly grateful for this opportunity to carry Apple’s mission forward. Having spent almost my entire career at Apple, I have been lucky to have worked under Steve Jobs and to have had Tim Cook as my mentor. It has been a privilege to help shape the products and experiences that have changed so much of how we interact with the world and with one another. I am filled with optimism about what we can achieve in the years to come, and I am so happy to know that the most talented people on earth are here at Apple, determined to be part of something bigger than any one of us. I am humbled to step into this role, and I promise to lead with the values and vision that have come to define this special place for half a century."

In an opinion piece by CNN reporter Allison Morrow, "John Ternus may have just landed the best and worst CEO job on the planet. When Ternus takes over as Apple's CEO in September, investors will be eager for a return to the kind of bold, creative action that made Apple a design pioneer under Steve Jobs. They'll also expect Tim Cook-level mastery of Apple's sprawling operations. And they'll want to see the new guy do more than just emulate his predecessors — he must embody Apple's "think different" mantra and put his own stamp on the Ternus Era. So, yeah, congrats on the promotion, John! All you have to do now is steer a $4 trillion company and its 166,000 employees through the wilderness of the artificial intelligence boom and/or bust, come up with a blockbuster product on par with the iPhone and avoid pissing off any of the governments — like China, India, and the United States, all of which have competing interests — that hold the keys to your suppliers' factories. No pressure! Of course, any CEO gig is a tall order, but the weight of expectations only grows when it’s one of the biggest companies in the world and you’re the third guy to follow to two back-to-back showstoppers."

Will Apple's corporate culture change? Will Apple's product line change? What will Ternus' impact be? All will be answered in time.

LEADERSHIP CHANGE AT LINKEDIN

On April 22nd, there was a seismic shift at LinkedIn. TechCrunch reported, "Ryan Roslansky stepped down as LinkedIn's CEO after six years running the world's largest professional network. Dan Shapero, the company's COO, takes over immediately. Roslansky's tenure deserves attention. He joined LinkedIn in 2009 — he was one of Jeff Weiner's first hires — and spent more than a decade working through nearly every corner of the business before taking the top job in June 2020, at the height of pandemic-era labor market chaos. Microsoft acquired LinkedIn in 2016. He inherited a platform with 700 million members and roughly $8 billion in annual revenue. He's leaving with 1.3 billion members and more than $17 billion in revenue. That's a significant achievement by any measure. That revenue growth may be inseparable from the transformation he accelerated — turning a glorified jobs board into something closer to a full-blown social network, where executives share personal essays and post career advice.

The new leader is expected to focus on the strategic development of the network and strengthen LinkedIn's position as a platform for business, recruiting, and professional growth. The changes also underscore LinkedIn's close ties with its parent company Microsoft, whose influence on the platform's effectiveness and long-term strategy will remain significant. All these steps demonstrate the company's aim to maintain leadership in the professional networking market and strengthen integration with Microsoft to support further development of business-focused services and a user-friendly ecosystem."

LAYOFFS ANNOUNCED BY NEW DISNEY CEO

The Guardian reported, "Walt Disney's new chief executive, Josh D'Amaro, announced layoffs in an email to employees on April 14th, as he looks to streamline the company's operations. About 1,000 positions will be eliminated. The cuts will fall on the marketing group, which was reorganized in January, and its studio and television business, ESPN, products and technology, and certain corporate functions. Like other Hollywood studios, Disney is adjusting to new economic realities, including a declining television business, shrinking box office, and heightened competition." 

However, since the new CEO just began at the company's helm, this news was not exactly how he wanted to start building his leadership style and personal brand.

VALUE OF A TITANIC LIFE JACKET

Cruise Mummy reported, "A life jacket worn by a survivor of the RMS Titanic has sold for 670,000 pounds ($905,000) at auction, setting a new benchmark for memorabilia linked to the ill-fated liner. The flotation device, once used by first-class passenger Laura Mabel Francatelli, went under the hammer at Henry Aldridge & Son in Devizes, Wiltshire. It is believed to be the only Titanic life jacket ever offered for sale at auction since the ship sank in 1912. Francatelli was among roughly 700 passengers and crew who survived the disaster after the vessel struck an iceberg in the North Atlantic. She wore the life jacket before boarding a lifeboat and later signed it along with other survivors. 

The auction coincided with commemorations marking 114 years since the Titanic sank on 14th April 1912. Ceremonies were held in Southampton, the port city closely associated with the ship and many of its crew. More than 1,500 people lost their lives in the tragedy, making it one of the deadliest peacetime maritime disasters in history. Over a century later, items connected to the ship and its passengers continue to command significant interest from collectors and museums alike, reflecting the lasting global impact of the event."

TAX DAY AND MORE AT KRISPY KREME

USA Today reported on April 15th, "Krispy Kreme wants to help consumers deal with the stresses of filing taxes. Customers who purchase any dozen doughnuts at the regular price can get a second Original Glazed dozen for free on Tax Day." In addition to its tax day deal, the brand also introduced its new Spring Seasonal Collection, available for a limited-time: NEW Hershey's Double Chocolate Doughnut; NEW Strawberries and Kreme Doughnut; RETURNING Banana Pudding Doughnut; and RETURNING Original Glazed Blueberry Cake Doughnut. And last but not least, Krispy Kreme also introduced its Cookie Blast Latte, which is available hot, iced, or frozen.

BARILLA RACING WHEELS PASTA

As official pasta partner of Formula 1, Barilla introduced its "Barilla Racing Wheels," a special edition pasta created to celebrate the thrill of Formula 1. According to the brand's website, "Inspired by F1 racecar wheels, its bold round shape with spokes and a textured edge are designed to capture sauces while bringing playful energy to the plate. Crafted with the quality Barilla is known for, it delivers a perfect al dente texture, turning every meal into a small tribute to speed, passion, and Italian excellence. The pasta box notes that the brand is the Official Partner of Formula 1, featuring racing graphics that show the tire along a track, along with a timer at the bottom."

According to People, "The pasta brand has been known to release shaped pastas in celebration of special themes. For Valentine's Day in 2025, Barilla announced the return of their heart-shaped pasta."

REFRESH OF PIZZA HUT'S LOYALTY PROGRAM

Nation's Restaurant News reported on April 20th, "Pizza Hut's loyalty program, Hut Rewards, has been updated to include more ways for members to earn rewards, including challenges, limited-edition drops and members-only experiences. The company said the next-generation platform is designed to provide more value, exclusivity, and culturally relevant experiences for fans. The updated platform is designed to evolve over time, with March Madness serving as the first test. During that campaign, Pizza Hut offered in-app swag drops for members, including a limited-edition Space Jam merchandise collection tied to the film's 30th anniversary, as well as interactive digital experiences.

A new consumer survey from equity research company William Blair shows that 71 percent of respondents in March actively participated in loyalty programs. Such programs remain more popular among respondents under 60, with 82 percent reporting using loyalty programs, compared to only 45 percent of respondents over 60. The company said loyalty programs continue to be at least somewhat influential on restaurant decisions for the majority of respondents (68 percent), and restaurant brands are increasingly leveraging loyalty programs to improve consumer engagement and retention."

TRANSITION OF DAVID'S BRIDAL INTO A DIGITAL-FIRST RETAILER

According to Retail Dive, "David’s Bridal is integrating its product assortment across ChatGPT and Microsoft Copilot as part of its "Aisle to Algorithm" strategy, a plan to transition into a digital-first retailer. The company wants to harness AI to grow its retail media network, expand its planning platform, and refine its retail strategy. Through its latest partnership, AI chatbot users searching for a wedding gown, bridesmaids' dresses or other special occasion attire will see product cards featuring images, pricing, customer ratings, and style descriptions of David's Bridal merchandise. Through the Shopify integration, the retailer can track how customers search and shop for products as well as which AI platforms drive sales. In addition to its ChatGPT and Microsoft Copilot integrations, last August, the company launched Pearl Planner, an AI tool that helps couples handle various wedding tasks, including touring venues, creating a wedding website, designing announcements, and arranging guest lists."

CO-BRANDING: LORAX AND JANE GOODALL INSTITUTE

The Jane Goodall Institute announced on its website on April 17th ahead of Earth Day on April 22nd, "We invite you to take inspiration from two conservation icons: Dr. Jane Goodall, and beloved children's book character The Lorax. Together, these two environmental advocates have inspired generations to speak up for our planet. In honor of Earth Month, Dr. Seuss is teaming up with the Jane Goodall Institute USA to give back to our planet! Join in on the fun by posting a photo of yourself in nature using the custom Lorax mustache sticker (filter) on Instagram, complete with the caption "I speak for___" with an aspect of nature you're passionate about. For each photo utilizing the filter with a dedicated hashtag, Dr. Seuss will donate $1 to support the Jane Goodall Institute's conservation and wildlife protection efforts."

CO-BRANDING: ORKIN AND AMERICAN RED CROSS

Orkin shared on its website, "This summer, protecting your home from mosquitoes does more than bring relief — it helps save lives. Since 2020, Orkin has donated more than $1.1 million to the American Red Cross — and in our 125th year, we're on track to surpass that impact. This year, as Orkin celebrates 125 years of protecting people and communities, we're continuing a long-standing commitment to public health. For every new mosquito control service purchased between May 5th and June 21st, 2026, Orkin will donate $25 to the American Red Cross, up to $250,000, to help strengthen our nation's critical blood supply, during our "Mosquitoes Don’t Deserve a Drop" campaign. And to amplify the impact of this year's campaign, Orkin has sponsored blood drives in Atlanta, Dallas, Los Angeles, Bensalem (Pennsylvania), and Washington, D.C."

CO-BRANDING: GRAETER'S ICE CREAM AND KENTUCKY DERBY

Graeter's Ice Cream (with locations in Illinois, Ohio, Indiana, and Kentucky) teamed up the Kentucky Derby to create a flavor for Derby season, Backstretch Bourbon Cherry. According to a social media post, "Rich bourbon ice cream is loaded with black cherries and praline pecans. Named for the stretch of track where champions make their move, and winners are made. Available now in all Graeter's scoop shops and on our website for nationwide shipping."

CO-BRANDING: STARBUCKS AND "THE DEVIL WEARS PRADA 2"

Starbucks announced on its website on April 20th a global collaboration with 20th Century Studios' "The Devil Wears Prada 2," which arrives in theaters May 1st.  The campaign introduces four beverages inspired by the film's iconic characters, crafted to bring cinematic flare to the daily coffee ritual. The collaboration is part of Starbucks broader collaboration with "The Devil Wears Prada 2," which will also feature the brand in the film.

Here are the campaign's beverages according to Starbucks website:

(1) Miranda's Signature Order: A no foam, extra shot, extra hot CaffĂš Latte with Non-Fat Milk. Because anything less would prompt...questions.

(2) Andy's Cappuccino: An oat beverage Cappuccino with caramel and cinnamon: simple, elevated, and ready to walk the line between who she was and who she's becoming.

(3) Nigel's Go-to Doppio: A Doppio Espresso Con Panna with mocha: bold and refined.

(4) Emily's Fave Iced Chai: An Iced Chai Latte with almond beverage and caramel: fussy, low sugar, and prepared to be delivered at a "glacial pace"...or preferably not.

CO-BRANDING: BURGER KING AND "STAR WARS"

Nation's Restaurant News reported, "Burger King is hoping the force will be with its newest collaboration. The Miami-based fast-food chain will start selling a limited-time menu of items in partnership with the upcoming movie "Star Wars: The Mandalorian and Grogu," featuring special versions of its Whopper, shake, Chicken Fries and tots, along with collectible cups. The promotion, which also features special movie-themed packaging, including a helmet-themed Whopper package and a stormtrooper crown, will start on May 4th, or "May the Fourth" day. It will also feature a King Jr. Meal that will start earlier, on April 28th."

The special menu will feature:

(1) BBQ Bounty Whopper: A version of the chain's signature burger with Swiss cheese, pickle chips, bacon, lettuce, tomato and a Bounty BBQ sauce served in a helmet-shaped carton.

(2) Grogu's Blue Cookie Shake: A swirl of soft serve with blue sugar cookie syrup and topped with blue cookies, the favorite snack of the Grogu character in the movie.

(3) Grogu's Garlic Chicken Fries: The chain's Chicken Fries seasoned with parmesan and garlic and served in a Grogu-themed carton with garlic dipping sauce.

(4) Imperial Cheddar Ranch Tots: Tots with cheddar cheese and ranch seasoning, in an Imperial-themed carton.

KELLOGG CEREAL AND "TOY STORY 5"

On April 23rd, AP reported, "WK Kellogg Co. announced that it's including toys with some of its breakfast cereals for the first time in more than a decade. Starting on April 26th, special edition boxes of Frosted Flakes, Froot Loops, AppleJacks, and Corn Pops will have plastic toys shaped like characters from Disney and Pixar's "Toy Story 5," which will arrive in movie theaters in June. Plastic toys used to be a mainstay in breakfast cereal, but the toys gradually disappeared as manufacturers tried to cut costs and consumers worried about choking and other hazards. Kellogg said it thought "Toy Story 5" was a good fit for the reintroduction, since it explores the role of toys in a tech-driven world."

NEW LEADERSHIP ROLE: CHIEF TRANSFORMATION OFFICER

Marketing Dive reported, "WPP named Anne-Isabelle Choueiri to the newly-created role of Chief Transformation Officer. The appointment of the executive, who joins from The EstĂ©e Lauder Companies, is a key move in WPP’s recently announced Elevate28 strategic overhaul. In her new role, Choueiri will be tasked with designing and implementing the operations that underpin Elevate28, the three-year growth plan unveiled by WPP in February that will see the holding company transform into a single company. The executive will lead transformation across the advertising firm and work closely with its product and enterprise teams, leveraging artificial intelligence, technology, and data to drive operational outcomes."

What exactly does a chief transformation officer do, and what are the role's responsibilities to the other members of the C-Suite? According to McKinsey and Company, "A Chief Transformation Officer (CTO or CTrO) is a C-suite executive responsible for leading major, company-wide changes, such as digital adoption, restructuring or cultural shifts, typically acting as a bridge between the CEO, COO, and CIO. He/she/they accelerate performance, improve operational efficiency, and drive strategic, long-term growth, often when the organization is facing significant disruption or needs to overhaul its business model."

CANADIAN CITIZENSHIP RULE CHANGE

CNN reported, "Since criteria for citizenship expanded with the passage of Bill C-3 of Canada's Citizenship Act, millions of Americans have become eligible to claim Canadian citizenship. The amendment reverses a "first-generation" limit imposed by Canada's Conservative government in 2009. Immigration, Refugees, and Citizenship Canada, the government department that oversees immigration in Canada, says it expects tens of thousands of applications."

DON'T STOP THE PRESSES: PITTSBURGH POST-GAZETTE WILL REMAIN IN BUSINESS

The Associated Press reported, "Barely two weeks before it was due to shut down, the Pittsburgh Post-Gazette reported on April 14th that it had found a last-minute buyer — a successful nonprofit journalism operation that has agreed to keep the struggling newspaper open. The resolution to a months-long worry in western Pennsylvania about the newspaper's shutdown comes at a difficult moment for the American newspaper industry, which has shed jobs, resources, and sometimes entire companies due to the upending of the traditional revenue model by the internet at the beginning of this century. The Post-Gazette dates its ancestry to 1786, the first newspaper to open west of the Allegheny Mountains, and its closure would have left Pittsburgh as the nation's largest community without a city-based paper. The Post-Gazette's owners, Block Communications, said the Venetoulis Institute for Local Journalism, which publishes the digital Baltimore Banner, had agreed to buy its assets. Financial terms were not disclosed. The Post-Gazette said the new owners would continue to print the newspaper on two days, Thursday and Sunday, and would operate a website on the other days. The newspaper had been due to close on May 3rd."

WESA, Pittsburgh's NPR news station, reported on April 17th, "The Maryland-based nonprofit Venetoulis Institute for Local Journalism, which announced its acquisition of the paper, has indicated it will shrink the newsroom's current staff. According to an email obtained by WESA, reporters at the paper were instructed to resubmit their resumes and re-interview with Venetoulis representatives. According to an article from the Baltimore Banner, Venetoulis's flagship publication, the nonprofit is only purchasing the assets of the Post-Gazette. That would mean, according to the Banner's reporting, that Venetoulis is not required to assume the contracts of the Block family, the paper's previous owners. In that case, the Post-Gazette union would need to bargain for a new contract once the sale is finalized. Whether the union remains the official bargaining representative of the new workforce depends on whether the majority of staff retained by new ownership are members of the bargaining unit, as opposed to management or non-covered employees."

7-ELEVEN WILL CLOSE RETAIL STORES AND OPEN FUEL STORES

CBS News reported, "7-Eleven plans to close 645 stores in North America in fiscal year 2026. Seven & i Holdings Co., the Japan-based parent of the convenience chain, noted that these closures include the conversion to wholesale fuel stores. Financial documents show that 7-Eleven Inc. has steadily opened new wholesale fuel stores in North America over recent years, which accounted for more than 900 locations as of December 2025. The chain's North American operator forecast it will open 205 stores during the same time period, although those openings will be outpaced by the closures. According to the company's website, there are over 86,000 7-Eleven stores across 19 countries today. 7-Eleven Inc., the brand's North American operator based in Texas, oversees more than 13,000 locations in the U.S. and Canada."

FREEDOM PLANE LANDS IN LOS ANGELES

The "Freedom Plane National Tour," sponsored by the U.S. National Archives and Records Administration and the National Archives Foundation, also received support from The Boeing Company, Comcast Corporation, Microsoft, P&G, and FedEx. The airplane landed in Los Angeles on April 13th, and the collection of founding-era documents (tracing how the United States moved from colonial resistance to constitutional government) aboard the plane will be featured at the USC Fisher Museum and open to the public from April 17-May 3 (closed Mondays). The exhibition is free, with an advance-reserved timed ticket. Fun fact: Founded in 1939, the USC Fisher Museum is the oldest art museum in the city of Los Angeles, and is the only university venue for this exhibit. Other cities are part of the Freedom Plane National Tour.

The exhibit includes:

* Articles of Association (1774): Signed by the First Continental Congress, calling for a boycott of British goods.

* Oaths of Allegiance (1778): Signed by George Washington, Alexander Hamilton, and Aaron Burr during the Revolutionary War.

* Treaty of Paris (1783): Formally recognized the United States as an independent nation, signed by Benjamin Franklin, John Adams, and John Jay.

* William Stone Engraving of the Declaration of Independence (1823): An early, high-quality reproduction of the original.

* "Secret Printing" of the U.S. Constitution (1787): A draft with delegates' handwritten notes.

* Tally of Votes Approving the Constitution (1787): Records from the Constitutional Convention.

* Senate Markup of the Bill of Rights (1789): Early revisions of the first ten amendments.

ANNIVERSARY CELEBRATION PRICING

QSR Magazine reported, "NYPD Pizza (with locations in Florida - despite its New York name) is gearing up to mark its 30th anniversary by bringing back one of its most beloved promotions: 99 cents cheese pizza slices for one day only on April 15th. This nostalgic offer is a throwback to the slice prices customers remember from the 1990s. On April 15th, guests can enjoy 99 cents cheese slices from opening until 4:00 PM at participating locations. The offer is limited to two slices per customer and is available while supplies last. The anniversary promotion celebrates three decades of serving authentic New York–style pizza and honors the loyal customers and communities that have supported the brand since its founding. With high demand expected, guests are encouraged to come early, enjoy the energy, and be part of the celebration."

INTRODUCING EDWARD, POLAND'S CELEBRITY ROBOT

The CBBC reported, "Poland has a new viral influencer, taking the country, and the world, by storm. He's called Edward Warchocki, and he's been very busy. He's chased boars out of the capital, he's greeted with cheers wherever he goes, and he also happens to be a robot. The humanoid machine was brought to Poland from China. He's pretty flashy too - he's usually spotted wearing a sporty rucksack and diamond-encrusted watch. But becoming an internet sensation is only one of the things he's been doing with his time. He's also met with Poland's Minister for Finance and Economy, and has become the first robot to visit the Polish parliament. He's appeared on national TV, and regularly chats with residents of Warsaw on the street."

NIKE SIGNAGE BACKLASH

Days before the 130th Boston Marathon, Runner's World reported, "A sign, which has since been taken down, was up at Nike's Newbury Street location ahead of Boston Marathon weekend, and it's been criticized online for being exclusionary. The sign read: "RUNNERS WELCOME. WALKERS TOLERATED." Nike released a statement about the sign: "We want more people to feel welcome in running—no matter their pace, experience, or the distance. During race week in Boston, we put up a series of signs to encourage runners. One of them missed the mark. We took it down, and we'll use this moment to do better and continue showing up for all runners."

Marathoner Sean Abrams wrote in Runner's World, "Some runners are there to race. Some runners are there to finish. Some runners are there to raise life-changing money. All of them belong on the course. It's also worth noting how the line reads for runners who take walk breaks out of necessity rather than strategy."

Robyn Michaud, a 50x marathoner and a time qualifier in the adaptive division, responded to Nike: "Due to a spinal cord injury, I HAVE to take walk breaks. Even with a cyst in my spinal cord, I still regularly break 5 hours in Boston and plan to again this weekend. Thank you for TOLERATING me, @nike. Perhaps you should swing by the adaptive and para staging area on Monday to see what true grit is all about."

How can such a large and successful international brand make such a mistake in its messaging?

REINVENTION OF GATORADE

CNN reported, "PepsiCo, which owns Gatorade, announced a sweeping makeover of the brand in response to increased competition. Changes include new drinks, powders, and packaging that reinforce the brand's science-backed roots and market it beyond its longtime identity as a sports drink. The goal is to reinvent Gatorade beyond a sports drink and into a hydration brand enticing for everybody. Gatorade invented the first, commercially available hydration drink more than six decades ago. But roughly 150 new brands have entered the hydration space since 2020, and their messaging — including Gatorade's — has been diluted and confusing for consumers, according to Mike Del Pozzo, president of PepsiCo's US beverage category.

Gatorade remains the top-selling brand in hydration but has lost about 3 percent of its market share since 2021. As of 2025, it controls 60 percent of the category, according to research firm Numerator. Electrolytes drinks are forecast to blossom from $40 billion last year to an $80 billion category by 2032, according to Fortune Business Insights. And lastly, Gatorade is removing synthetic colors and dyes from its top three selling flavors (fruit punch, lemon lime, and orange). Removing artificial ingredients makes nearly half of consumers more likely to buy the drink. Del Pozzo said removing the dyes was an "incredibly difficult change" because it risks damaging Gatorade's brand recognition. Shoppers might not recognize the drinks without their iconic bright colors."

AMERICAN EXPRESS NAMED NFL'S "OFFICIAL PAYMENTS PARTNER"

On AmEx's website, "American Express and the National Football League today announced on March 30th a multi-year global partnership naming American Express the NFL's Official Payments Partner, beginning with the 2026 NFL season. The partnership will bring American Express' incredible experiences, ticket access, and perks to Card Members and football fans around the world, at select events from the preseason to the postseason, including NFL International Games. At tentpole events including the NFL Draft and Super Bowl, American Express Card Members will have access to on-site activations along with special offers and promotions at other NFL moments throughout the year...From Tuesday, March 31st, at 6 p.m. ET through Sunday, April 5th, at 6 p.m. ET, Card Members will have access to purchase AmEx Presale Tickets (while supplies last) for the 2026 NFL Melbourne Game taking place on Thursday, September 10th at 6:30 p.m. ET between the Los Angeles Rams and San Francisco 49ers...Later this year, American Express and the NFL will introduce the NFL Extra Points American Express Credit Card, on the AmEx Network2, giving fans in the U.S. enhanced opportunities to earn rewards and unlock access to unforgettable NFL experiences, from game tickets and merchandise to one-of-a-kind events."

EV SALES RISE IN EUROPE

The Guardian reported, "Sales of electric cars soared 51 percent in continental Europe during March, amid a rise in petrol and diesel costs driven by the Iran war. Data shows that 224,000 new electric vehicles (EVs) were registered in March, and 500,000 across the first three months of the year – a 33.5 percent increase from a year earlier, according to analysis of national sales data in 15 countries by New AutoMotive and E-Mobility Europe, a trade body. Buyers' interest in electric cars has risen across Europe since the start of the war in Iran in late February, as the rising cost of petrol highlights the cheaper power available from a plug.

Norway has experienced the greatest number of drivers switching to electric, as 98 percent of all new cars sold in March were EVs, followed by Denmark at 76 percent, and Finland at almost 50 percent. The figures covered 15 countries in the EU and Efta markets. Europe’s only all-electric car manufacturer, Sweden’s Polestar, reported record sales of 60,000 vehicles last year. Germany, France, Spain, Italy and Poland recorded a 40 percent increase in EV sales in the first quarter of the year."

EUROPE ROLLS OUT ONLINE AGE VERIFICATION APP TO PROTECT YOUTH

CNN reported on April 15th, "European Commission President Ursula von der Leyen announced a new European age verification app that will give users a sort of digital ID card to prove their ages online — without sharing their sensitive personal information with every site or app they want to access. The move comes as tech platforms face growing global pressure to better protect young people online. But some tech leaders have raised practical and privacy concerns around collecting users' sensitive information to verify their ages. Europe's new app will provide a centralized solution that removes the burden for tech platforms to verify users' ages.

Users will verify their age on Europe's new app by uploading a passport or ID card. Tech platforms can then access the app to verify whether a user is above or below a certain age — for example, 16 years old or 18 years old, depending on local requirements — but the user's birthdate and other personal information won't be shared. EU member states will be able to tailor the app to their domestic laws, including any age-related social media bans. Under the EU’s Digital Services Act, which regulates large tech platforms, sites required to restrict minor users will not be required to use the new app. However, they must prove that their alternate age verification tools are equally effective or face sanctions."

SOCIAL MEDIA NEWS THROUGHOUT EUROPE

Back in December 2025, under-16-year-olds in Australia were legally banned from using major social media services including Tiktok, Twitter/X, Facebook, Instagram, YouTube, Snapchat, and Threads. They cannot set up new accounts, and existing profiles were deactivated.

Now, countries in Europe are following suit. According to Reuters:

AUSTRIA: will ban social media for children ‌up to the age of 14 as soon as this summer since it spawns addiction, glorifies violence, spreads misinformation, and sets unrealistic beauty standards. According to Le Monde, "The country's government also plans to introduce a compulsory "Media and Democracy" class to help studentts distinguish between truth and falsehood."

DENMARK: will ban social media for children under 15, while parents could provide access to certain platforms to kids down to the ​age of 13.

FRANCE: legislation was approved in January to ban children under 15 from social media amid growing concerns about online bullying and mental health risks - plus a ban on mobile phones in high schools to be enforced starting in September. The bill needs to pass through the Senate before a ​final vote in the lower house. According to Le Monde, "Even if the legislation is adopted, questions remain over whether it could be enforced."

GERMANY: children ages 13-16 are allowed to use social media only if their parents provide consent.

GREECE: will ban access to social media for children under 15 effective January 1st, 2027.

ITALY: children under age 14 require parental conset to sign up for social media accounts, while no consent is required above that age.

NORWAY: will present a bill by the end of 2026 to ban children under the age of 16 from using social media. According to Le Monde, "Technology companies will be responsible for verifying the age of its users."

SPAIN: will ban access to social media for children under 16, and platforms will be required to implement age verification systems.

QVC PREPARES BANKRUPTCY FILING

According to Retail Dive, "QVC Group, the entity best known for televised retail channels run by QVC and HSN, is preparing for a Chapter 11 bankruptcy, according to financial filings. The plan is to forge a restructuring support agreement with lenders and emerge from the United States Bankruptcy Court for the Southern District of Texas within 90 days. The company also expects to be delisted from the Nasdaq Stock Market. The live-streaming retailer is burdened by more than $5 billion in debt and widening losses. In 2025 net revenue fell nearly 8 percent year over year to $8.3 billion as net loss more than doubled to over $2.1 billion.

QVC's first live broadcast was in November of 1986, and within weeks, the network began live programming round the clock, seven days a week. [Currently,] QVC Group also operates through streaming and via social media. The company at the end of last year had 6.6 million customers in the U.S., where nearly three-quarters were women over 50, and 3.7 million in its international division. The company employs about 16,900 full-time and part-time employees."

LAUNCH OF TARIFF-REFUND PORTAL

NPR reported on April 19th, "After weeks of waiting to hear how — or whether — the U.S. government might refund the tariffs struck down by the Supreme Court, Monday, April 20th, is the day it finally begins. Imagine tens of thousands of business owners with their fingers hovering over laptops, ready to enter America's hottest new queue: the U.S. tariff refund portal. U.S. Customs is launching just the first phase of payouts, so not all the goods imported under the illegal tariffs will immediately qualify. And the latest federal guidance says that after refund requests are approved, it could take 60 to 90 days to return the money to the importer. Still, this marks a turning point for U.S. importers, who've waited for clarity for exactly two months since the U.S. Supreme Court declared most of President Trump's tariffs unconstitutional. The high court did not opine on the process of refunds, and government officials at first suggested the process could prove unwieldy.

U.S. Customs has estimated that it owes a total of $166 billion in tariff refunds, and the agency's legal filings suggest that the initial phase would tackle the majority of affected imports. On Tuesday, a Customs official told a judge that the vast majority of eligible importers signed up for electronic payments, as the agency is requiring, and that group is owed about $127 billion. Will consumers see any of that money land in their pockets? Probably not, economics and legal experts say.

The cost of tariffs has been woven into the prices of many products in a way that can make it hard to separate out what customers ultimately paid. Often, manufacturers, suppliers, importers, retailers, and shoppers all absorb costs along the way. And with tariffs landing on the heels of historic inflation, companies big and small have argued that they ate much of the cost to avoid spooking shoppers with higher prices."

PEW RESEARCH FINDINGS ABOUT AMERICANS AND READING

Researcher William Bishop of Pew Research reported, "Digital books have grown in popularity over the past decade, but more Americans still read books in print than in digital formats. While book reading is widespread, a Pew Research survey from October 2025 found that participation in book clubs is much less common. There has been little change in the overall share of Americans who read books – or in the formats they use – since its questions were last asked in 2021."

How book reading differs across demographic groups:

* College graduates are more likely than non-college grads to have read a book in the past year. 

* Americans under 50 are more likely than older adults to read e-books and audiobooks.

* Women are more likely than men to say they've read a book in the past 12 months.

While most Americans have read at least one book in the past year, how many they read varies widely. As of October 2025:

* 38 percent of U.S. adults say they read one to five books in the past year.

* 13 percent read 6 to 10.

* 10 percent read 11 to 20.

* 14 percent read more than 20.

* 25 percent of Americans say they read none.

Few Americans are members of a book club:

Book clubs are not a common activity for most Americans, according to the survey. Only 7 percent of adults participated in a book club in the past 12 months.

CALGARY BREAKS GUINNESS WORLD RECORD OF DINOSAURS

According to CBC Radio Canada, "The University of Calgary has roared into the Guinness World Records' roster. Campus community members shattered the Guinness record for the largest gathering of people dressed as dinosaurs on Saturday, April 11th. Professors, staff, students, and children danced to "We Are the Champions" by the British rock band Queen in their dinosaur onesies and inflated costumes after an adjudicator with Guinness announced the old record had become extinct in the university's quad.

According to Verity Turpin, vice-provost of student experience at the university, "The record was 468. We broke it, so we are record holders with 682 people dressed in dinosaur costumes. As soon as we heard Guinness say, 'Six,' we knew we broke the record and no one listened to anything after that. We were all screaming and hugging each other."

Guinness, a corporation based in United Kingdom that has been tracking human achievements and the extremes of the natural world since 1955, says the previous record was set by the Cox Science Center and Aquarium in West Palm Beach, Florida, in 2025. The new record will be noted in the next print edition of Guinness World Records.

NPR RECEIVES SUBSTANTIAL DONATIONS

NPR reported on April 16th, "NPR has received two of the largest gifts in the public media network's existence, totaling $113 million. They will go toward fueling innovation in NPR's use of digital technology, increasing its connection with audiences, and ensuring the viability of public radio stations after Congress eliminated all federal funding for public media.

NPR President and CEO Katherine Maher said the gifts would help to set up the network and its stations for the next 50 years, beyond the radio network infrastructure that sprang up in 1970 from a coalition of community and university-owned public radio stations across the country.

The philanthropist Connie Ballmer contributed $80 million specifically toward ensuring NPR transforms its technology to meet the needs and serve the interests of public media audiences on whatever platforms or devices they may seek it. She said, "I support NPR because an informed public is the bedrock of our society, and democracy requires strong, independent journalism." Connie Ballmer and her husband, former Microsoft CEO Steve Ballmer, have given away more than $3 billion in recent years.

The other donor wished to remain anonymous and gave a gift of $33 million."

RETURN OF TED LASSO

On April 28th, Tim Cook, CEO of Apple, made an announcement that everyone has been waiting to hear. The long-awaited and much loved television show TED LASSO will finally return for its fourth season on Apple+ on August 5th. The lead character of the show, Ted Lasso, has long been defined as an inspiring leader and has been referenced many times here on my blog. Are you counting the days until the series returns? I am!

A NEW ERA FOR LOS ANGELES RADIO

On April 28th, the announcement was made by a reporter on KNX news radio in Los Angeles that "the news is not changing, the where is changing." Beginning on May 11th, the FM station where KNX broadcasts all news 24/7 (97.1) will change format and become all sports. KNX News will continue to broadcast on 1070 AM, 97.1 HD2, and the Audacy, iHeartRadio, and TuneIn apps. According to KNBC, "One of the oldest radio stations in the United States, KNX received its first broadcast license in the early 1920s and has been an all-news broadcaster since the late 1960s. KNX 1070's sister station was added in 1948 with the call sign KNX-FM. KNX became an all-news station in 1968. In 2017, CNS Radio merged with Entercom, which changed its name to Audacy. KNX currently shares studios and offices with several other radio broadcasters at a office in Los Angeles' Miracle Mile."

WORLD'S LONGEST TIRAMISU

The BBC reported on April 25th, "The record for the world's longest tiramisu has been broken in London. One-hundred Italian chefs gathered at Chelsea Town Hall on April 24th and 25th to whip up a tiramisu long enough to topple the previous record set by Milanese Galbani in Milan, which stood at 273.5m (897ft). As per Guinness World Record rules, the record-breaking tiramisu was made and assembled live on site, and used about 150,000 ladyfinger biscuits and 20,000 eggs. The record was broken with the dessert measuring 440.6 m (1,445ft)." Sounds delicious!

TAYLOR SWIFT FILES TRADEMARKS DUE TO AI

CNN reported on April 28th, " Taylor Swift has filed new trademark applications for two voice clips and one image that a trademark attorney says are "specifically designed" to protect the pop superstar from threats posed by artificial intelligence. The filings highlight the challenges that AI poses to the entertainment industry, as AI tools generate realistic videos with well-known performers and flood streaming platforms with digital music. Swift's applications were filed April 24th with the United States Patent and Trademark Office and add to hundreds of other trademark filings that list her company TAS Rights Management as the owner. What sets these filings apart is the inclusion of "sound marks," which are a "lesser known category of trademark protection," Josh Gerben, a US-based trademark attorney and founder of Gerben IP. He explained that "Attempting to register a celebrity's spoken voice is a new use of trademark registration that has not been tested in court before.""

WHAT'S A REFRESHER?

CNN reported, "The latest craze in fast food is actually a beverage, albeit one that's hard to define. From Starbucks to Sonic, Dunkin', and soon McDonald's, several chains are adding or expanding their beverage lineup with REFRESHERS, drinks flavored with fruit that have bright colors and appeal to younger consumers. Besides sharing the Refresher name (or in Taco Bell's case, Refrescas), no two are the same. Some are high in caffeine or contain sugar, like at Starbucks or Dunkin'; but others are caffeine-free, like Panera's new additions; while Sonic's are either bubbly or flat. Although the word "refresher" only appears on 1 percent of US menus, it's forecasted to grow by nearly 130 percent over the next four years, according to Claire Conaghan, a trendologist for research firm Datassential, and she predicts that growth will primarily come from versions that have little or no caffeine."

According to David Henkes, senior principal at Technomic, "They are an affordable indulgence as consumers cut back on eating out."

According to Maeve Webster, president of consulting firm Menu Matters, "The drinks are not a specifically defined category, so chains have a wide latitude for innovation."

PROPOSED VICTORY ARCH IN WASHINGTON, D.C.

NPR reported on April 16th, "The Commission of Fine Arts, or CFA, a federal agency, has voted to move ahead with President Trump's plans to build a 250-foot "victory arch" near the National Mall that will tower over Arlington National Cemetery and obstruct the sightline to the Lincoln Memorial in Washington, D.C. This group is responsible for advising the president, Congress, and the federal and local governments on the design and aesthetics of construction within Washington, D.C. The approval vote was expected, as Trump had filled the committee with seven of his own appointees after firing all its previous members last October. Current commissioners include Chamberlain Harris, a 26-year-old with no arts background who previously served as an executive assistant to the president...It is still unclear when – or whether or not – the proposed arch's construction will go ahead. In February, a group of Vietnam War veterans filed suit to stop the construction, arguing that Congressional approval is needed."


What other recent marketing buzz caught your attention? Since there's always something happening that impacts marketing, read #DebbieLaskeysBlog for the scoop!


Image Credits: Barilla, Krispy Kreme, Harley-Davidson, and Jane Goodall Institute/Dr. Seuss Enterprises.


Watch Harley-Davidson's RIDE ad:

https://youtu.be/hq9TOdyt6So?si=0K6IbQUtgl5tPvbN


Watch Queen Elizabeth having tea with Paddington the Bear:

https://www.youtube.com/watch?v=7UfiCa244XE


Read about Paddington the Bear's history:

https://www.andmeetings.com/blog/post/when-queen-elizabeth-ii-met-paddington-bear


Read more about the Chief Transformation Officer role:

https://www.mckinsey.com/featured-insights/mckinsey-explainers/what-does-a-chief-transformation-officer-do


Learn more about the Freedom Plane exhibit's documents:

https://freedomplane.org/the-documents/


Read full findings from Pew Research study about reading:

https://www.pewresearch.org/short-reads/2026/04/09/americans-still-opt-for-print-books-over-digital-or-audio-versions-few-are-in-book-clubs/


Friday, February 20, 2026

Be a Better Leader – Especially on National Leadership Day!


Since today is an important day on the business calendar, we’re going to take a short break from my Olympics Leadership Series to celebrate National Leadership Day. My Olympics series will resume tomorrow.

According to National Day website, "The aim of National Leadership Day is to instill the values of leadership in each one of us. A good leader not only leads but inspires those around him/her/they to be the best versions of themselves. Anyone can be a leader — you just have to show up and encourage others to do the same...We know that an organization is only as good as its leaders, which means that having empathetic and just leaders at the top, who lead by example, creates an environment in which everyone is inspired to be their best."

What better way to recognize this important day than by inviting a leadership expert back to my blog? Eric Jacobson and I met through our work with MicroMentor back in 2009, and since then, Eric has appeared on my blog nearly a dozen times in Q&A’s and with inspiring quotes. He also appeared in my first National Leadership Day post in February 2023. Eric has more than a quarter-century of experience successfully leading employees and teams through periods of revenue growth, new product development, and re-engineering. He is an experienced mentor and coach and holds an MBA Degree from Keller Graduate School. His passion is helping individuals to become effective leaders at work, within organizations, and wherever they are called upon to lead and inspire.

QUESTION: Deb Boelkes, author of "The WOW Factor Workplace, How to Create a Best Place to Work Culture," wrote, "It's amazing what can happen when you have the right boss." Today, on National Leadership Day, please share some traits from the best boss you had during your career.

ERIC JACOBSON: Fortunately, I worked for good bosses throughout my career. 

The best boss I worked for did the following:

Listened to me.

Backed me up.

Trusted me and respected me.

Gave me feedback to help me improve and grow.

Didn’t micromanage me.

Was even-tempered.

Allowed me to be promoted and then become his peer without displaying jealousy.

Provided me with training and learning experiences.

Didn’t penalize me for making mistakes if I could explain my rationale for taking the action I took and then learning from the experience.

As you can see, I was indeed fortunate to have such a supportive boss.

QUESTION: I'd like to share an important post from the University of Pennsylvania's Wharton School proposing that all leaders need to be surrounded by a "challenge network." What are your thoughts?

[Link to article: https://knowledge.wharton.upenn.edu/article/why-you-need-a-challenge-network/]

ERIC JACOBSON: This is a great article, and I agree with what Adam Grant writes in his book, Think Again.

I particularly value this:

Skeptics can point out blind spots, question assumptions, and help us to overcome our weaknesses.

And he writes, “We learn more from people who challenge our thought process than those who affirm our conclusions. Strong leaders engage in their critics and make themselves stronger. Weak leaders silence their critics and make themselves weaker.”

The Wharton School’s article and Grant’s book remind me of my blog post about the 2025 book, Blindspotting: How To See What’s Holding You Back As A Leader, where author Martin Dubin writes, “It turns out that we're often not great judges of ourselves, even when we think we are. Sometimes we're simply unaware of a behavior or trait that's causing problems. Bottom line: until we uncover these blindspots, we can't move forward.”

As you read the book, you’ll learn about six types of blindspots and you’ll learn the practical guidance you need to identify and manage those blindspots. 

[Check out my blog post about this book:

https://ericjacobsononmanagement.blogspot.com/2025/07/how-to-see-whats-holding-you-back-as.html]

QUESTION: Many people become leaders by default, i.e., they don't actually climb the corporate ladder in positions of authority. As a result, they're often set up for failure. What action items would you recommend for new leaders to work on or accomplish in their first 100 days to lead to success?

ERIC JACOBSON: Foremost, I recommend new leaders listen to their employees and teams and keenly observe before making rash decisions or bold changes. Find out what employees and teams are doing right before assuming things are being done incorrectly.

In addition, I recommend new leaders read the book, The New Leader's 100-Day Action Plan by George Brant, Jayme A. Check, and Jorge Pedraza. They outline the seven major onboarding land mines that individuals are likely to come across as a new leader. Fortunately, they also discuss the specific points in the first 100 days where you are most likely to encounter the land mines. Also, their recommendations for new leaders are to do the following:

By Day 30, share with your team:

Mission: Why here, why exist, what business are we in?

Vision: Future picture - what we want to become, where we are going.

Values: Beliefs and moral principles that guide attitudes, decisions, and actions.

Objectives: Broadly defined, qualitative performance requirements.

Goals: The quantitative measures of the objectives that define success.

Strategies: Broad choices around how the team will achieve its objectives.

Plans: The most important projects and initiatives that will bring each strategy to fruition.

By Day 60:

Over-invest in early wins to build team confidence.

SHARE THIS: New leaders should listen to their employees and teams and keenly observe before making rash decisions or bold changes. ~@EricJacobsonKC #NationalLeadershipDay #DebbieLaskeysBlog

QUESTION: As avid readers, you and I both share book reviews on our blogs, so I must ask, which inspiring leadership books have you read recently?

ERIC JACOBSON: I really appreciate the leadership books you share on your blog and always look forward to your recommendations for your blog followers.

Two books I read recently and recommend to leaders are: Be The Unicorn: Data-driven Habits That Separate The Best Leaders From The Rest, by William Vanderbloemen; and Radical Listening: The Art Of True Connection by Prof. Christian Van Nieuwerburgh (PhD) and Dr. Robert Biswas-Diener

Be The Unicorn is timely, incredibly practical, and immediately usable for any leader wherever they are on their leadership journey. There is also a workbook that is the perfect companion to the book.  Through extensive research of more than 30,000 top leaders and proprietary data, the author discusses the twelve habits that the best of the best leaders have in common. These superstar leaders are the unicorns – highly desirable but that are difficult to find or obtain.

Radical Listening will expertly guide you to move from being an active listener to becoming a radical listener. Radical listening is a profound practice that moves beyond simply hearing words to actively co-creating meaning. The book teaches you that radical listening is one of the ways of strengthening the connections between people. By listening radically, we can connect with one another effectively, have more engaging conversations, improve our relationships, and experience greater levels of well-being.

In addition, it turns out that Radical Listening is my pick for Best New Leadership Book of 2025!

QUESTION: I've often wondered what career I would have chosen if not marketing...possibly the Editorial Director of Amazon Book Clubs, an editor for a major book publisher, or Director of Horticulture at Walt Disney World's EPCOT. If you had chosen an alternate career other than as a leadership expert, what would you have chosen, and why?

ERIC JACOBSON: Debbie, you would have been great in all those alternative career choices!

For me, these three careers have always intrigued me:

Radio DJ, because I love music and have a vast knowledge of music trivia.

Race Director, because my passion is running and having completed nearly 600 organized competitive races, I know what needs to happen to create the best racing experience for runners.

Hotel Manager, because of my interest in travel and in providing the best customer service possible, I would enjoy leading a team to ensure that happens throughout the hotel property.

QUESTION: Lastly, I asked you this question in 2011 and also in 2023: What companies do you admire for their overall leadership (i.e., CEO/President) and customer service? In 2011, you listed four companies: Southwest Airlines, Marriott, Whole Foods, and Amazon. In 2023, you again responded with Marriott. Now, in 2026, how do you answer this question?

ERIC JACOBSON: Thank you for reminding me of my historical picks. I keep Marriott, Whole Foods, and Amazon on my list. Plus, I’ll add REI Co-op, the specialty outdoor retailer, headquartered near Seattle. REI is the nation’s largest consumer co-op with a growing community of 25 million members who expect and love the best quality gear and outstanding customer service, and REI delivers on all fronts.


My gratitude to Eric for sharing his leadership insights to make us ALL better leaders! What will you do today to celebrate leadership? Chime in and share. And don't forget, my Olympics Leadership Series resumes tomorrow here on my Blog.


Image Credit: Udemy.


Connect with Eric at these links:

Blog: https://ericjacobsononmanagement.blogspot.com/

Twitter/X: https://x.com/EricJacobsonKC

Read Eric's post: Best New Leadership Book of 2025 (out of 48 reviewed!):

https://ericjacobsononmanagement.blogspot.com/2025/12/best-new-leadership-book-of-2025.html


Read previous #NationalLeadershipDays posts here on my blog:

Tips to Celebrate #NationalLeadershipDay – Eric Stone (February 2025)

https://www.debbielaskeysblog.com/2025/02/tips-to-celebrate-nationalleadershipday.html


Inspiring Tips to Celebrate #NationalLeadershipDay – Erika Andersen (February 2024)

https://www.debbielaskeysblog.com/2024/02/inspiring-tips-to-celebrate.html


Let's Celebrate #NationalLeadershipDay – Eric Jacobson (February 2023)

https://www.debbielaskeysblog.com/2023/02/lets-celebrate-nationalleadershipday.html


Sunday, November 16, 2025

Feedback Tips from Moulin Rouge! the Musical


I recently had the opportunity to visit the Pantages Theater in Hollywood to watch a performance of MOULIN ROUGE! THE MUSICAL. 

As a fan of musical theater, this was great fun. The show featured singing, dancing, music, lighting, amazing choreography, colorful costumes, convincing scenery, and talented performers!

Imagine my surprise when a few hours after the show ended and I returned home, I received an email from the Pantages Theater that read, "Thank you for joining us for MOULIN ROUGE! THE MUSICAL. Your feedback is extremely valuable to us, especially now. Every response is read and considered. Please take a few moments to offer your thoughts, so that we may understand and improve. Click to complete the survey. Thank you."

I have attended dozens of musicals and dramatic theatrical productions in my lifetime and never once received an email like this. I was incredibly impressed because of the content of the email and the timing, so close to the end of the show.

My theater and parking experience had been excellent so I was able to share that information while completing the survey. Since I have tickets for upcoming shows, I'm sure that the Pantages is happy that I'm a happy repeat customer/fan.

Here's a highlight from the show's review in The San Diego Union-Tribune by Pam Kragen, "Besides the eye candy that "Moulin Rouge" provides, the most entertaining and funny part of the show is the clever storytelling its Tony Award-winning orchestrators have created by weaving together and overlapping snippets of songs by more than 160 pop/rock composers, including Lady Gaga, Adele, Elton John, Katy Perry, The Police, the Rolling Stones, and more." There was also music from Tina Turner and "The Sound of Music."

What can your brand learn from this efficient request for feedback?


Image Credit: Pantages Theater's email communication.


Enter the spectacular world of the Moulin Rouge! The Musical:

https://youtu.be/fQucEg85p50?si=VJb-dqSwYvGTEHgY


Read about the history of the Moulin Rouge in Paris:

https://en.wikipedia.org/wiki/Moulin_Rouge


Read secrets about Paris' Moulin Rouge:

https://frenchmoments.eu/moulin-rouge-paris/


Check out Moulin Rouge art by Henri de Toulouse-Lautrec:

https://www.metmuseum.org/art/collection/search/333990

and

https://www.artic.edu/artworks/61128/at-the-moulin-rouge

and

https://www.nga.gov/artworks/46696-quadrille-moulin-rouge


Read the entire story of the Moulin Rouge! The Musical:

https://en.wikipedia.org/wiki/Moulin_Rouge!_(musical)


Tuesday, August 12, 2025

A Tale of Two Radically Different Customer Experiences


When we think of customer service, we think of quality products, polite customer service agents, and reasonable prices. We definitely don't think about products that fall apart the moment they arrive at our homes via delivery, rude representatives by phone, email, or in person, or exorbitantly high prices.

This is a tale of two radically different customer experiences.

The front door of my house had recently been re-painted, so I wanted to purchase a new wreath to hang on the door. Since the selection was always more extensive on Etsy, I thought it would be nice to search on that site and also support its small business owners. Little did I know what a mistake that was! I purchased a green wreath that, from the photos, looked like it was a quality product that would look nice on my front door. 

However, the box arrived damaged, and upon opening the box, I noticed that at least a dozen pieces had fallen off of the wreath and were unable to be re-attached. I had to return the wreath to the seller.

Upon contacting the seller, I was told that there were no returns and no refunds. I was speechless. The item was damaged. That was simply bad business. And the wreath had cost $125. After a few more back and forth messages, the seller agreed to refund my money IF - and only if - I returned the damaged wreath.

I went to my local UPS store and post office and nearly fainted. The cost to ship the wreath was $60. That was half the price of the wreath. That must have meant the seller had paid pennies to make the wreath so that she would make money on the sale. Anyhow, since I wanted some money back, I had to pay $60 to ship the wreath.

Once I received my refund, I researched the name of the CEO of Etsy and other members of his C-Suite and sent them an email message explaining my experience. I got no response from the CEO. But I did get an email letting me know that a $5 coupon would be available in my account. Wow, a big $5. 

Since I was out $60 and then given a coupon for $5, I was still out $55. No one at Etsy wanted to make me whole, meaning that I would have to spend more money on Etsy to use the coupon. The customer service reps who emailed me a couple of times informed me that they had no authority to refund more than $5. Had I been the CEO (who earns $16 million a year, by the way), or anyone who works for him, I would have purchased a $50 gift card and sent it to me. What happened to out-of-the-box thinking?

So, now, let's turn our attention to how a different brand dealt with a recent experience. I had purchased eight soup bowls from Mikasa. When they arrived at my house, one was slightly damaged. So I contacted the customer service email address and asked if they would replace the defective bowl. 

I immediately received an email: "Hi Debbie! Thanks for reaching out. We feel terrible that a bowl in your order was defective, and we're happy to replace it for you without delay. Here's your replacement order number and tracking number, it should arrive in 7-10 days. Also, don't worry about sending back the damaged merchandise, and feel free to keep any extras in the replacements we send you. Thanks for choosing Mikasa, and have a great day! Sincerely, Mikasa Customer Service."

And you know what? The package from Mikasa contained four - YES FOUR - new bowls.

Which brand understands customer experience marketing, the customer journey, and walking a mile in the customer's shoes? Which of these two brands would you choose to do business with?

I've asked Shep Hyken, customer experience expert and author to chime in about the importance of positive customer experiences in the past, and one of his previous quotes is just as timely now as when it first appeared here on my blog back in April, "Great service isn't complicated – some of the basics include respect, professionalism, and follow-through."

And lastly, let's always remember my two favorite quotes on this topic:

SHARE THIS: Your most unhappy customers are your greatest source of learning. ~Bill Gates #CX #BrandExperience #DebbieLaskeysBlog


SHARE THIS: There is only one boss - the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money elsewhere. ~Sam Walton #CX #BrandExperience #DebbieLaskeysBlog


Image Credits: Etsy and Mikasa.