your-customers-are-not-loyal-to-you-formal-or-chatty-plain

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 .…

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Brand brand-strategy-has-your-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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