Monthly Archives: April 2011


Rick's next speaking engagement will be at the Brand Authority Through Talent event in London later this year. His session will focus on The Place of Customer Experience - how to make customer experience feel real, relevant and empowering for employees, as well as driving customer and brand loyalty.

Over the last few weeks, we've noticed some innovative new bathroom equipment from well-known Gerberit and Mira brands. But whilst their marketing brochures are overflowing with promises of 'break-taking' experiences, we think their hype is missing both the point...and an opportunity.

Royal Mail has just implemented a ruling by its regulator Postcomm, allowing for a record 12% hike in UK postal prices for a 1st-class letter. We compared how Royal Mail is positioning its brand against what its customers say they care about most, and found some major mis-matches....