Its funny, but we are amazed at how many Brands complain about poor customer retention or negative reviews online but when you look into things further, they haven’t actually resolved the issue in question or made any attempts to listen to the customer and make appropriate changes to avoid similar instances...
This Saturday I will be one of a number of people who will be sleeping rough to raise money and awareness for Crisis – the national homeless charity. If you are homeless or living in hostel accommodation, Christmas can be a lonely and depressing time. For the past 38 years, Crisis Christmas has alleviated...
Marketing Directors who want to understand their customers better should simply spend more time in store, so why don’t they? We often hear many Marketing Directors say “I’d like to do store visits but I haven’t got time”, “I know all I need to know about my customers from my market research”. But that...
With Christmas just around the corner, we are urging retail brands in particular to take stock of the changes happening in the sector and adapt their strategies to take account of the multiple influences that are now affecting consumer purchase decisions, in particular the use of the web as a place to...
It is increasingly apparent that brands that have created relationships with influential bloggers have developed powerful and effective advocates, who have helped extend the influence of the brand's marketing activity, often way beyond that possible with more 'traditional' marketing activities...
There has been much debate in the press regarding the impact of the strikes on the Post Office’s reputation but I wonder how much thought has been given to all the businesses that rely on the PO to deliver on their behalf? Amazon for example, have an exclusive distribution agreement with them and the...
Retailers across the country will be now be fully prepared for Christmas trading and many will be working towards 2010. Targets based on last year’s performance will vary. The economy is showing (albeit slow) signs of improvement and initial predictions for the Christmas trading are better than would...
Why is it that small and independent customer facing businesses often understand the role and importance of brand reputation so much more than larger brands? These smaller brands seem to have a much clearer idea of how their brand is perceived than larger brands do. What is it that causes larger brands...
This week has been National Consumer Week and on closer inspection saw that the focus this year has been about businesses knowing about their consumer’s rights. This struck a chord with us because we know only too well that when it comes to managing brand reputation, or more to the point, managing disgruntled...
As we enter into September and leave the "silly season" behind, our attention has been drawn back to brands who may now be knuckling back down into their strategy and planning for next years campaigns. With this in mind it is probably the time to remind brand owners of the importance of up...
