Dow Chemical to slash 2,400 jobs and close 20 plants.

Zynga cuts staff and kills some games.

BBC investigating staff members in Jimmy Savile sex scandal as New York Times public editor calls for scrutiny of incoming CEO, ex-BBC exec Mark Thompson.

AT&T reports slower growth in new customers.

American Airlines expands route network.

Apple finally unveils its new smaller iPad as advertisers and publishers contemplate utility of new model.

BAE faces pressure after collapse of EADS deal.Continue reading...

Brands must understand that customer service is an important part of the "value equation" for consumers these days even though it might seem that price remains their most important criterion for brand satisfaction because of the continued financial struggles of so many Americans.

Apple, Cadillac, Four Seasons, JetBlue, Kohl's, Saks Fifth Avenue, Scotttrade, USAA and Wegmans are among the brands that understand the importance of people as a driver of service excellence has increased substantially these days, and that's why they were among the 50 brands named this week by J.D. Power & Associates as 2012 Customer Service Champions.Continue reading...

Our most-read blog posts of the past week range from Justin Bieber's Perfume to Lady Gaga's marketing blitz for Born This Way, her new album:

#1 Justin Bieber's New Perfume Gives Back While Taking From Marc Jacobs

#2 U.S. Navy Finally Applies To Trademark "Seals"

#3 Yes, Nike Knows It Just Released The 'Air Croc'

#4 Zombies Ate My Marketing Plan: CDC Stunt Runs Amok

#5 Pepsi's Green Cups Square Off With Coca-Cola's PlantBottles

#6 Ashton Kutcher Gets an A+ for Personal Branding

#7 Brands do the Time Warp (Again)

#8 Thanks to "The King's Speech" Director, Captain Morgan is Now a Gritty Badass

#9 USAA Gets Top Marks for Customer Experience

#10 It's Lady Gaga's World (We Just Live In It)

Military financial services company USAA (short for United Services Automobile Association) is the #1 brand for customer experience in America, according to the just-released 2011 survey ranking the top 100 brands, as selected by US consumers polled by Nunwood.

Based in San Antonio, Texas, USAA ranked first with a 8.34 CEM rating for consistently delivering on its brand promise: “For those who stood tall for this country and for their families, we stand ready to return the favor.”Continue reading...

How do customers feel about their experiences interacting with leading brands? Forrester, a leading independent research firm, analyzed responses from over 7,700 U.S. consumers, age 18 and older, who were asked three essential questions about 154 North American brands in 13 industries:

1. How enjoyable were they to do business with?

2. How easy were they to do business with?

3. How well did they meet your needs?

The answers were fascinating — and somewhat bracing.Continue reading...