With so many people using smartphones and the apps that make them so appealing, is the creation of a customer service app the next big thing in customer experience? Our view is a provisional ‘yes’ – but it all depends on how the app is downloaded initially. For the lowdown, read on…..

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..

Smartphone apps continue to expand on a whole variety of platforms.
But what makes an app really stick? By this we mean an app that earns its keep long-term and becomes a part of your life. We offer 3 tips for anyone building an app…..

This article shows how a doctor adapted the risk management techniques of aircraft-maker Boeing to improve the patient outcomes in his operating theatre. Read on to learn how checklists can improve the consistency and quality of any product or service.

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…..

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’.

Many companies rush out ‘quick wins’ to improve their customer experience – things that seem ‘no-brainers’, benefiting both the customer and organisation, fast to roll-out and cheap to do.
But can firms improve quick-win initiatives from the very start? Here’s how, with AB split-testing…

‘Signature moments’ are particular features, built to typify a brand – to shine out as something distinctive, memorable, iconic even. Yet this article will argue that these much-vaunted signatures can too often substitute a higher goal – that of serving a customer’s individual needs with appropriately branded behaviour.

Whilst innovation can come from completely new customer research, it’s well worth considering fresh ways to re-invent the insight you already have. By combining new insight with existing initiatives, firms have the opportunity to create additional value, both to the business and its customers.

Traditionally, retail bundling offered multi-buys that reduces bestseller prices, but only when purchased with one or more other items. But times….and techniques are changing, with unbundling promotions that can help all industry sectors, whether B2B or B2C. Find out how unbundling could help your business.