Category Archives: customer service

Andris Pone media comment on United

I had the pleasure of being interviewed by Hollie Shaw of the National Post, as well as by Mark Sutcliffe on AM1310 Ottawa. Here are the links: National Post AM1310: (interview starts at 34:40)      

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Lift’s Bliss

[Cache #226] By Andris Pone – President, Coin Branding — Consistency is a killer. What I mean is that being consistent – which means doing the same thing, in the same way, for a very long period of time, without read more

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When People Laugh At Your Brand

[Cache #220] By Andris Pone – President, Coin Branding — This seems a safe guess:  that most of us would rather not toil for years on defining a consistent brand in the marketplace, only to have it publicly mocked. But sometimes read more

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The Beer Store’s Brand Goggles

[Cache #192] By Andris Pone President, Coin Branding — Yes, a brand is what people think of you.  And in a recent moment of inspiration, I suggested that even more important is what we think of ourselves.  But: too high a level of read more

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WestJet and the High Cost of Ownership

[Cache #191] By Andris Pone President, Coin Branding — It is the Holy Grail of brand positioning:  for your target audience to instantly, unanimously associate you with one or perhaps two positive words. Exceedingly few brands – whether organization, product, service or personal read more

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How Tim’s Can Be More Than a Global Bit Player

[Cache #190] By Andris Pone President, Coin Branding — “There is no reason that the rest of the world shouldn’t be able to experience what Canadians get to experience at Tim Hortons every day.” Daniel Schwartz CEO Restaurant Brands International read more

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Why Target Missed

[Cache #185] By Andris Pone President, Coin Branding — The Target debacle has been so spectacular, it has endowed the following maxim with new meaning: “The only thing harder than building a brand is changing one.” In the context of Target, read more

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Second Cup’s Only Shot

[Cache #181] By Andris Pone President, Coin Branding — If, in your heart of hearts, you doubt our nagging claim that too many organizations fundamentally don’t know what a brand is, you need look no further than the just announced “rebranding” of read more

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Porter’s Brand Is In A Nosedive

[Cache #169] My mentor Ted Matthews created the most meaningful and elegant definition in the world of branding:  A brand is what people think of you. There is a second part of his definition that is not quite as well known, but equally powerful and crisp:  Brand is read more

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