Why do your customers choose you? This is one of the biggest questions in business. Companies that don’t know the answer are flying blind. We always ask this question of…
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This is part of a series of posts where I talk about my experiences managing large channel marketing content programmes. This time I look at how to keep customers at…
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I wasn’t alone in loving the first two seasons of The Bear, which follows the highly strung family and wider team that run the titular Chicago restaurant (spoiler: there are…
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Attention is a finite resource. It’s critical to engagement and becoming harder to capture. Whether you believe the claims of shrinking attention spans, there is an appetite for shorter, punchier…
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1. McKinsey: Customer experience increases total shareholder return Research by consulting firm McKinsey with 8,500 insurance customers in North America found that customer experience is a strong driver of financial…
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1. Almost half of customers would pay more for great service: ACA Study The 2023 ACA Study: Achieving Customer Amazement report surveyed 1,000 US residents from Gen Z to Millennials…
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1. How to recover trust following a brand calamity Sometimes, brands let their customers down. The question is how you recover trust afterwards. Forbes takes a look at the lessons…
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