by Guy | Dec 2, 2010 | Board & Governance, Business - General, Customer Experience, CX, Customer Service, Social Media, Social Networking, Strategy, Technology
Image by Laurel Papworth laurelpapworth.com and Gary Hayespersonalizemedia.com The old order is being turned on its head; companies used to being in control of their customers and their brand are now finding customers are wresting control from them and that they need...
by Guy | Nov 22, 2010 | Business - General, Customer Experience, CX, Customer Service, Leadership, Lifetime Value, Strategy
Is the AA’s approach to customers old-fashioned? Image via Wikipedia Well, we survived October unscathed (although it remains to be seen if Ireland will drag the whole of Europe down) and am now pretty well settled in England so will be able to write more...
by Guy | Jun 20, 2010 | Business - General, Customer Service, Lifetime Value
I took my car for a service this morning – an experience that once again underscored just how easy it is to chase customers away and kill your brand. Some background – I currently live in Dubai in the UAE, where the climate and conditions are not particularly...
by Guy | May 2, 2010 | Advertising, Airlines, Banking, Business - General, Customer Service, Lifetime Value, Recession, Social Media, Strategy
Image via Wikipedia 2010 certainly seems to be going down as the year when the proverbial corporate skeletons are coming out of the cupboard: Toyota – which had built its brand on reliable, safe vehicles – recalls many millions of cars all around the world in an...
by Guy | Apr 12, 2010 | Advertising, Business - General, Customer Service, Marketing, Social Networking
Image via CrunchBase With Twitter set to pass the magic 100 Million user mark later this month, or early May, and the company having been valued at around a Billion Dollars last year, it’s moved from the realms of novelty. So, should business sit up and take note; is...
