Achieving a marketing orientation requires an investment of time and money; maintaining it requires determination and consistency. But in these recessionary times, can companies really afford not to make such an important investment in their future prosperity – or perhaps even their survival?
Web sites and call centres can make or break customer satisfaction. They are expensive to set up and expensive to maintain but when organisational efficiency trumps customer satisfaction …..
Internet marketers are discovering that the key to a good website is an excellent customer experience combined with high quality content ….
Just look at the high street; it’s a war zone. Big name retailers such as Game, Peacocks, Barratt’s and Mothercare have all hit the headlines for the wrong reasons over the past few weeks. But there are success stories too such as Matalan, Majestic Wines, Burberry and Jack Wills. The key to success is developing a value proposition which resonates with customers ….
It’s a great shame that Kodak joins household names such as Saab, Woolworth’s, Readers Digest, Ferranti, Sinclair and giants of British motorcycle industry. Kodak and “Kodak moments” have been an integral part of my life and the lives of millions of others.
I have no idea how much money Lloyds Bank have spent on their “For the Journey” advertising campaign but I am sure that it’s a lot. I have never really understood the campaign but apparently it’s intended to build a relationship – or emotional engagement – with customers …..
Customer research is such a great reality check. It challenges the status quo and almost invariably provides the odd surprise here and there. It’s a way of finding out what customers really think – particularly when undertaken by someone outside the sales process, who is not involved in the day-to-day business relationship. I’ve been doing …
I enjoy the warm feeling of good customer service. Sometimes it’s hard to put your finger on exactly what made the difference between a good and bad experience – especially when the coffee was just the same. My point is that most jobs, whether customer facing or not, require a combination of hard and soft …
It is easy for firms to become overwhelmed by recessionary doom and gloom at times like these. The reality is that most firms survive; it’s just that some survive better than others and emerge much stronger. This recession will almost certainly bite harder and deeper than the eighties or nineties recessions as a consequence of …
I remember the last recession in the early nineties; it kicked in shortly after I started Nova Connection. Just like this one, it followed a period of excess. It was not a pleasant time and the instinct was to batten down the hatches to weather it out. Inevitably, cost cutting was rife and the usual …