I love B&Q. I’m quite a fan of power tools and DIY. Nothing like bashing down a few walls to get the blood pumping. I could happily while away hours looking at paint and bathroom fixtures. But I think my love affair with B&Q has come to an end. And it’s because of one word.…

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Stop for a second and think about the brands around you. Go on, stop writing that email on Microsoft Outlook, grab yourself a Starbucks skinny mocha latte and swing your Jimmy Choos onto the table. Whether we get excited about buying brands or not we’re surrounded by them. But what do they mean to you?…

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Into our inbox this morning tumbled this one: LA NEWS DE HI HOTEL(S) News from Los Angeles hotels? When did we subscribe to that website? Never. Then came the text: Il y a dix ans tout juste, Patrick Elouarghi et Philippe Chapelet faisaient la rencontre de matali crasset. C’était le début d’une aventure singulière. Right. There’s…

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Here’s a true story. We were recently starting work with a new telecoms client. So to get a feel for the problems they face and how they get on with their customers, I spent a day in one of their call centres, listening in to conversations and chatting to people about how they felt about…

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