The Brand Notebook

Last Friday I lost my wallet. Spent 4 hours looking for it and then decided to call AMEX, Chase and my Debit Card issuers (nameless, to protect the not-so innocent) to cancel account, do fraud alerts and order replacements.

From the get-go, AMEX clearly was on the experience ball. Easiest to contact, great security verification process and a true joy to work with. They promised a card Monday and said my wife could still use her card. Chase, on the other hand, was difficult to reach (Dear Chase: Why hide you lost/stolen phone number?) and not very sympathetic. Good chance I was speaking to someone offshore, as they were difficult to understand due to the broken english. Said I would get a card soon and that my wife's card would also be rendered useless.

What happened? AMEX delivered as promised. Had my new card the next business day. Also gave me a courtesy call that evening to assure I received it. I was thankful and expressed by gratitude to the rep. They then took the tack of cross-selling me an additional credit card product. Guess what, it came today via UPS. They clearly know how to turn a lemon into lemonade.

Still waiting for my Chase card replacement (I will close that account when the card comes). As for my Debit Card issuer, I am still waiting. And am more or less without cash unless I visit a branch for a counter transaction. 

I have 2 new AMEX cards and am still down a Chase Mastercard. Amex wins.

To be continued.

Every time a member uses their Jeanne D’Arc Credit Union debit card, they will be entered into a contest to win one of three $1,000 prizes. The more times the card is used, the more entries they will have. Ultimately, the three prizewinners will be invited to award another $1,000 to each of three local charities at the celebration of Jeanne D’Arc Credit Union’s new headquarters at historic Tremont Yard on Thursday, September 24th. Raoust + Partners handled the campaign.

Print ads and a direct mail piece will be used to announce the promotion. Each ad will highlight one of three local charities, giving each organization valuable ad space. Showing photographs of people benefiting from the programs, the ads have headlines that implore “Debit their hunger” for the Merrimack Valley Food Bank; “Debit their loneliness” for Big Brothers/Big Sisters of Lowell; and “Debit their vulnerability” for the United Teen Equality Center (UTEC).

For whatever reason, when CEOs start thinking about new facility design, they overlook the impact on their brand. Sure, they say things like "we need a strong service experience" or "it needs to be easy for customers to engage us". But what of the brand DNA? Or the real value proposition? Come on people, there are things that really make you different in the markets you serve. Make your facilities reflect that in some logical and consist way.

Make sure your facilities management firm is asking you the right questions; questions about your brand and those of your competition. Otherwise, you are just building another commodity. Chances are, when you put up a new building or HQ, you are spending serious money. Invest it wisely and look at the big picture. 

A study published by Nielsen Games reported 29% of total PC game players were women ages 25 to 54.
Overall, gaming has grown increasingly popular among older players, other demographic group and women. According to womengamers.com, women gamers are to double by 2010.  

Take a look at this site developed by Liberty Mutual. This grew out of the "Do The Right Thing" campaign started a couple of years back.