Marketing & Strategy Innovation blog

Despite the Headlines, the Future Has Never Been Brighter

It’s easy to get depressed about the world these days. Watch the news for five minutes or more and you’re bound to see signs of the apocalypse. War, poverty, climate change, a new pandemic, there always seems to be new trouble arising somewhere that threatens our health and security.

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I Thought the 'Shopping Basket for Life' Argument Was Dead and Buried - but No

A long time ago, at the birth of the ageing business, there was a set of arguments that were always rolled out to justify why brands focus on the young. In those days young was 18-34, for many it still is but it has gone up a decade or two.

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Evangelizing Omni-Channel (Why It Is Not the Answer)

One of the topics that we set out to discover during out surveys past two years (note: take our survey this year, please? was whether organizations and practitioners were already on board with the concept of omni-channel. What we found out was pretty much in line with what we expected: it is too early for them to focus on it.

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Moments of Truth

Do you know the moments of truth for various tasks customers attempt to achieve with your organization?

Before you can know or identify your moments of truth, you must first know what that means.

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What Really Annoys Customers About 'Customer Service Pain Points'?

You will need to click on the image to read. Whilst this research was carried out in the US but I would think applies equally to the UK.

You would think that if these things are so b****y obvious that companies would be doing all they can to sort the problems.

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How To Build Trust, Even With Your Enemies

Everybody likes to operate in an environment of trust. When you deal with people you trust, things get done faster, stress is reduced and new opportunities open up. As E.M. Forster once wrote, “One must be fond of people and trust them if one is not to make a mess of life.”

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Disruption Is Less About Technology. It's About Customer Experience. Disruptive CX Strategy Needs To Get Emotional

Why do some companies make so much profit and command price premiums while some continually struggle to make minimum margin and gain market share despite spending good money on advertising, buying channel presence with some even having a better designed product?

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Customer Service Research – One More Time!

Yes, it’s that time of the year.

The (now) fourth version of this wonderful research on Customer Service Usage and Adoption report is coming back!

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Let's Hope AARP's Influent50 Has More Success than Focalyst

One of the advantages of being in the age business for so long is that you have seen most business models and joint-ventures come and go.

So it is with AARP's new venture in advertising. This is what it says about itself:

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