Often, companies will say on their website that they have great customer service – and that’s their point of differentiation, or the story that they try to tell themselves and their customers.  Most of the time, as a cynical marketer, I simply roll my eyes. It’s easy to claim that you have “excellent customer service”. [...]

I was speaking to a friend recently who was planning a trip to Disney World with his family.  We all know that every kid, and even most grown-ups get excited about going to the most “Magical Place on Earth.”  But what makes it so magical? Hershey Park Happy About 2.5 hours drive outside of Philadelphia, [...]