Monthly Archives: July 2011

After having two of its beauty adverts banned in Britain by the Advertising Standards Agency (ASA) for being 'misleading', how should cosmetic giant L'Oreal have responded? And was their reaction in either their own best interests, or their customers?

In the second of a series of Customer Experience Case Studies, we lift the lid on a positive experience that demonstrates what truly responsive customer service looks like.

We believe that almost all businesses have the raw talent in their employees to deliver a branded experience – and it’s the job of the company to unlock that potential. In seeking to achieve this, we recommend 3 simple rules to help engage employees into ‘living the brand’.