Some companies mainly communicate through their blog. Much like a journal, ours is simply a place for us to collect our thoughts on business and marketing and share them with you (and hopefully give you an indication of how we think). As our clients come first you probably won’t see a new entry here every day, but we hope you come back and join the conversation – or you can sign-up for our RSS feed if it suits you more.

Feb
25

What do your phone options say about your brand?

BY JAMES ROBERTS  |  TAGS:  BRAND,  PROCESSES,  PEOPLE,  STRATEGY
Brands have multiple touch-points and they need to be managed consistently if the brand is to grow. The claims on a website need to be backed up by the experience a customer has when they walk into a store and how they feel when they eventually use a product. If everything’s saying ‘wow’, the chances are they’ll go and tell their friends and come back for more. Bu...
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Feb
7

Beyond brand loyalty (or why I love John Lewis)

BY JAMES ROBERTS  |  TAGS:  BRAND,  STRATEGY,  PRICING,  PROMOTION
Brand loyalty is great. It’s what most businesses strive to achieve. You want customers to come back time and time again. After all, you’ve spent money convincing them to buy what you sell so you need to maximise their lifetime value. But is it enough? In short, no. Why? Because people can be loyal for the ‘wrong’ reasons. For example, if you look at my ketchup bu...
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