Archive for December 2016
Your customers are NOT loyal to you
We are not loyal. We don’t want a relationship with you. And no, you don’t have permission to chat. Customer loyalty is a term I have a problem with. Companies use it with abandon. They seem to think if only they have good enough offers, or more points to collect, we’ll be loyal forevermore .…
Read MoreBrand strategy – has your swanky agency left you feeling cold?
Virtually all the brand and tone of voice projects I’ve helped with stemmed from a brand strategy that’s not working for the client. In the last few months I’ve spent a day sitting with a head of brand to rewrite her strategy. The rationale was solid but the language left her feeling cold. And another client’s…
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