Category Archives: brand experience

Asda eyes up branded content

There are a heck of a lot of How To videos on youtube, many of them now effectively branded content piggybacking a youtuber vlogger’s audience a la Asda’s Mum’s Eye View. Mum’s Eye View is rather a success story, gaining over 56,000 subscribers and over two million views in the six months since launch. Although […]
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why overlooking the human side of CRM can end up in a Comcast

My elderly Dad has been in hospital this week for some major surgery so my thoughts in recent days have inevitably been focused on how bad the NHS is at patient/relative communication. But getting specific here wouldn’t win me any friends in the High Dependency Unit so the obvious connected topic is the human side […]
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have O2 made a call that rubbish customer service pays?

I know I go on about consistent brand delivery across all customer touchpoints a lot, but below are some edited highlights from a 30 minute long online Live Chat between O2 and my sister (whose new phone doesn’t work and who would rather have called them but gave up after 2 ½ hrs on hold…) […]
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the most important brand touchpoint is person to person

I’ve been working on a couple of projects recently where I’ve discovered that one or more customer touchpoints are letting the brand (and therefore customer) experience down.  I’m not talking about a poor quality DM pack or a hard to navigate website, but about the real ‘voice of the brand’ – customer facing employees. In […]
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dear Mercedes, you might want to rethink your A-class promo activity

I was in Bristol last week to run some focus groups and I got there early enough to stretch my legs round the city centre.  I couldn’t miss the massive Mercedes promotional set-up in the middle of the main shopping area, complete with three or four cars, a big event structure thingummyjig and a lot […]
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FYI Mary Portas: great customer service costs money

I did warn you I wasn’t a big fan of Mary Portas, so I suppose it was inevitable that I would end up muttering darkly at the TV this evening when the first episode of her new series Mary Portas: Secret Shopper aired. pic taken from interview here Mary has a new bee in her […]
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