CustomerFaithful

Last week saw the much-awaited report by retail guru Mary Portas, offering ways to reinvigorate Britain’s ailing High Streets. Aside from a few small gems, we felt it missed a Big Idea, so we have one of our own to share instead…..

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.

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….

Groupon leads the so-called ‘thrift-commerce’ movement, boasting more than 20m savvy subscribers keen to reign in spending, but unwilling to give up all their pleasures either.
So how can we all apply Groupon’s appeal to attract a thrifty consumer?

For the last few years, much of the buzz around customers who drive recommendation has been about Net Promoter Score (NPS). Now Klout has arrived, also claiming to spotlight who is influential. Which is better?

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.