CustomerFaithful

Despite Barclays ‘contactless’ credit card fraud issues last week, providers would have you believe that wave ‘n’ pay cards are the way forward. We disgree. There’s a far more profound problem with wave ‘n’ pay, which is easily solved but isn’t going away yet…

Successful brands are more than just world-beating products – they carry an emotional attachment, and a degree of trust in the brand-consumer relationship. But when a great product is let down by its customer service, what’s the impact of that broken brand promise? Here’s what I found when Apple did just that to me…

As more people choose mobile devices to be their primary source of news and information, we explore the pro’s and cons of using newspaper tablet editions. And from our experience, we think some publishers are missing a trick…..

What do you do when your tried-and-tested marketing techniques aren’t as effective in today’s economy? Start by staying positive – here’s how some of those negative trends can have silver linings if your mindset allows you to see them..

Katie is a specialist in communications and brand strategy, having worked both with and for blue-chips for over a decade. Her marketing expertise across a range of consumer and industrial sectors brings a fantastic set of business skills to Customer Faithful.

Loyal customers are often seen by marketers as the ‘ideal customer segment’. But what’s making them loyal? Is it your brand, your customer proposition, or simply the deal? In this article, we suggest a step-by-step process for making sure your customer segmentation is based on more than just low prices and promos…..

In the first of a series of Customer Experience Case Studies, we tell the story of how Pret A Manger handled our inquiry into their pricing. We learned some about their brand values, and got LESS than we bargained for…..

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.

The true test of a set of company values is not whether they are bland and boring, or snappy and sexy. The test is in whether they are delivered. It’s how the values are put into actions that define the true spirit of a company.

IKEA’s sales figures this week show it now leads the home furnishings sector with a 6% market share.
Not surprising in tough economic times, perhaps, but the real answer lies deeper in the detail – a more UK-friendly proposition.