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Nicholas de Wolff Profile picture
@usdew
Jun 5 • 5 tweets • 2 min read Twitter logo Read on Twitter
Many of us complain on this platform about unpleasant brand experiences, whether to seek restitution or simply vent publicly. I'd like to think we're equally prepared to leverage our networks in recognition of brands doing things the right way. Who deserves your kudos?
I'll start
Purely from product evangelism, creative innovation, and CRM perspective, @benandjerrys has a sweet spot in my list: everything they do demonstrates humanity, compassion, care, and commitment to quality.
Speaking of compassion, @patagonia deserves its place as the company with the best reputation (axios.com/2023/05/23/cor…). Their commitment to quality products & people sustains a loyal user base roaming the world happily promoting their not-inexpensive wares (or is that "wears"?)
Next up, @BritaUSA makes a big splash with a commitment to affordable high-quality consumer water filtration solutions. Unlike a certain fruity tech brand, they don't change their core innovative tech every year, which I appreciate. Their parent company walks the walk, re. #DEI.
Your turn!
What brand would you like to celebrate, whether due to their excellent products or services, or simply because their brand culture is worthy of attention and praise? Let me know (DMs or comments welcome), as I'm always eager to learn about positive brand experiences!

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More from @usdew

Nicholas de Wolff Profile picture
Oct 21, 2021
Annual letter from @Microsoft CEO @satyanadella : Progress made and optimism for the opportunity ahead. Well worth the read buff.ly/3AZUMtK
Some compelling trends in the letter focusing on many enterprises' increased obsession with digital twining and the Metaverse. Some of @satyanadella's comments clarify why @Facebook is so passionately pursuing dominant positioning in the metaverse layer.
I'm very curious to see how powerful brands such as @Google (Alphabet, if you must), @Microsoft, @amazon, @salesforce, @Facebook, @Oracle, @Apple, @Samsung, and @Huawei leverage their assets and IP (as well as their workforce) to solidify the potential in this space.
Read 7 tweets
Nicholas de Wolff Profile picture
Aug 14, 2019
Coke Putting Dasani Water in Cans Amid Backlash Against Plastic buff.ly/300Aui5
Let's be blunt: consumers who can't grasp that filtered tap water is *usually* better quality than this bottled stuff are looking for a "pure, fresh" and convenient hydration experience.
While plastic is a proven environmental and ecological hazard, aluminum or other metallic cans have not benefitted from the millions and millions of dollars that the plastics industry invested in fomenting an aura of purity that infects consumer consciousness.
In short, I suspect that shoppers won't go for cans of water as readily as they did plastic bottles. You can't SEE the crystal clear water, and there will be inevitable complaints about the metallic taste, however baseless these may be.
Read 5 tweets
Nicholas de Wolff Profile picture
Jul 12, 2019
I sat next to a pleasant elder gentleman on the plane yesterday and, during our conversation, I discovered he fervently believes all illegal immigrants coming to our borders are thieves, rapists, and gang members...because the @GOP and Administration told him so.
The man beside me spoke repeatedly of "they" and "them", venomously deriding black, brown, and other PoC as a virus that required swift eradication. I was shocked, but I was seated next to him for 3 hours.
I knew an argument would resolve nothing.
I sought to learn more about him, and soon discovered he was a Jewish Vietnam vet whose parents were murdered at #Auschwitz. I tried to lay before him the parallel of otherwise honorable Germans accepting Nazi propaganda about Jews and the need to wall/fence them off. No success.
Read 6 tweets
Nicholas de Wolff Profile picture
Apr 23, 2019
If brands choose to have a presence on a social platform, they had better understand, and be well prepared for, the diversity of interactions they will encounter on those platforms. This is probably most crucial on @Twitter.
I'm talking to you @oakley, with whom I've been politely DMing to no avail for the past 4 months. Lesson #1: when a customer shows you the courtesy of quietly lodging their concerns by DM, instead of airing their grievance publicly, it behooves you to be responsive and thorough.
I'm talking to you @Dell, which doesn't get why canned responses don't work in every case. Lesson #2: When bombarding customers with surveys, please make sure the survey links work. When customers are courteous enough to advise you of this glitch, don't send them a bot response!
Read 7 tweets
Nicholas de Wolff Profile picture
Feb 23, 2019
You don't have to pretend you love a candidate to create a healthy dialogue with their supporters, but you do have to stop unnecessarily badmouthing the candidate and supporters to get the respect and consideration of those voters (not the bots) who admire said candidate.
Some politicians are also heinous individuals with abhorrent beliefs and positions, and those who continue to support them no longer merit my respect, though I will *try* to remain courteous. I know I will never find political common ground with that constituency.
I hope that one day we might find a path to renewing civil and respectful connections as human beings, but that's a long road, to be walked in the future. For now, I want to focus on the people who do - for the most part - agree on how our nation should look/act...
Read 10 tweets
Nicholas de Wolff Profile picture
Feb 1, 2019
Residential ISPs have been operating under a massively flawed business model for years now, and seem to have no interest in change said model. @ATT @GetSpectrum and others believe that customer churn is an acceptable cost of doing business.
So long as they can successfully seduce an equal or greater volume of new customers each month, to offset loss of customers due to their shady price hikes, these near #monopolies are happy.
Any intelligent market analyst will note, though, that inevitably accelerating changes in technology always disrupt long-established yet unchanging business models. These large behemoths are lumbering along as if their revenue streams are secure.
Read 9 tweets

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