I thought I was done with the topic of customer service for a while, but a few conversations and personal experiences over the last few week…
I thought I was done with the topic of customer service for a while, but a few conversations and personal experiences over the last few week…
If there was ever any doubt that the actions of an organisation are the primary contributor to the brand, the past few weeks have erased the…
People love to attach their processes, frameworks, terms and taxonomies to brand, trying to make brand proprietary and give the appearance o…
I started talking about the term brand alignment back before anyone even thought about brand as much more than a logo. We registered it as a…
From my recent interview with customer service guru Cindy Solomon, here’s a summary of the four things you need to know to deliver on custom…
News that major global environment group Nature Conservancy has a long-standing partnership with BP has raised both some interesting questio…
This week’s blog was scheduled to be an interview with customer service and loyalty guru Cindy Solomon who has a new book out called The Rul…
I had coffee with Trevor Young from Park Young last week and along the path of our interesting and winding conversation the role of brand an…
When a sunken oil rig and an oil spill that is predicted to rival or exceed the Exxon Valdez is front page news around the world and on ever…
It’s free, use it if you want to, I hope you do. Pick five people who know you fairly well. It could be family, friends, associates – t…
I came across this article from Inc Magazine a few weeks ago and thought it was worth sharing. The article asks the question – do you …
How much weight should you give to survey results? Whether they are your own or from outside, when the results don’t stack up to what you th…
