This Film Is Rated T For Torture

Memo to the CIA: You can now confidently put an end to waterboarding. Just make your prisoners watch this excruciating Ritz-Carlton web film. They will quickly break.Back in December, when we wrote Ritz Bits, and Web Films vs. Bagels we had a feeling the Ritz-Carlton had lost its mind. But, honestly, we had no idea it was his bad.

Who's In Charge of the Bagel?

In a recent post (Web Films vs Bagels) I whined that an expensive internet program Ritz-Carlton was embarking on was less likely to be effective in building their brand than serving me a fresh bagel.Guest blogger Roger Lewis has some thoughts.The issue for Ritz is who is authorized to make a decision about product and service that affects brand image. Specifically, who could have made the

Web Films vs Bagels

I had a chance to stay at a Ritz-Carlton last week. The convergence of two recent posts -- Ritz Bits and The "Brand Problem" Problem -- came together in a perfect storm.I stayed for 2 nights and had no turn-down service either night. I had horrible French toast for breakfast, made with stale bread. I sent it back and asked for a bagel. I got a stale one.Meanwhile, Ritz is spending lots of time

Ritz Bits

People over 50 control 77% of the financial assets of this country and are the target for 10% of all advertising. The prejudice against older customers is so strong and so pervasive that even smart companies can't see beyond it (see Aiming Low.)A few years ago, Saks Fifth Avenue decided their customers were too old. They embarked on a plan to attract younger, hipper customers. After two