In some categories, a major component of the brand experience comes from human interaction, such as at premium hotels, restaurants and retailers, to name a few. Brands in these categories need their client-facing employees to be emotionally intelligent, attuned to customers’ needs, knowledgeable about the brand’s offer and motivated to look after customers. Having committed …
Don’t let demographics scare you. You’ve seen the alarming headlines. Sure, the ominous trends are ominous, worthy of headlines. But not determinate. There is more to the story. There is always room for growth. There are two scary trends. Declining fertility rates and an aging population. In other words, a population that is growing more …
In the opener, “Great American Scream Machine,” a teenager named Eva uncovers a secret her parents have kept since she was born: her undocumented status. Later, in “The World as We Know It,” a white couple who call Child Protective Services on their downstairs neighbors inadvertently kick-start the deportation process. In “The Fake Wife,” Chris, …
