Last week's piece about Shopper Marketing originally started life as a post about Windows (the glass fronted storefront space, not the operating system) and when I came across this great photo (from Wallpaper via @rbt74 on LinkedIn) of Selfridges' windows devoted to the Apple Watch I realised I still needed to shine a light on the under-appreciated Window. Apple have taken over … Continue reading in retail marketing, the window is back
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 … Continue reading why overlooking the human side of CRM can end up in a Comcast
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...) … Continue reading have O2 made a call that rubbish customer service pays?
I’ve been thinking A LOT about the retail shopping experience recently. Partly because I’ve got relevant projects on the go or in the works and partly because I’ve been ‘impulse storing’ – which I’ve just invented to describe popping into a store on impulse to try and knock some items off the worrying large festive … Continue reading is the answer to Shopping Hell that we need to be nicer to each other?
I’ve been working on a lot of retail projects recently. So I’ve inevitably been in a lot of shops. And it keeps striking me that as agencies we devote so much time, effort and creativity to trying to get people through store’s doors – and not nearly as much on persuading them to buy something … Continue reading why the instore environment is still the same marketing brief
It's no coincidence that Cheers was the place ‘where everybody knows your name’ I think I can safely say that there aren’t many restaurants in the world that will go out of their way for me or that even know my name. In fact the only one is probably local Cantonese Zen Rendezvous. In fairness, … Continue reading the indys have it – friendly service is all about feeling special