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The productivity problem?

February 23, 2016

A few years ago someone I know was working in a business that was looking to better understand social media. The company in question brought in a young, tech-savvy social media guru. He explained his philosophy and suggested that the company really immerse itself into social media. All employees should be spending an hour or […]

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Research – It’s all about the evidence

February 9, 2016

It seems such a shame, but so often nowadays we have little opportunity to really get into the detail of things. We’re all in such a rush to ‘do things’ that we never seem to stop to look before we leap. This thought struck me the other day when I had the chance to have […]

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Loyalty

January 26, 2016

Loyalty is a concept we’re all familiar with and it is something we might set as a goal in our business plans. But to what extent is brand loyalty a reality and how much a myth? Recently someone I know who is in the home maintenance business remarked: ‘There is no loyalty in the services […]

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Frustrations of an M&S shopper

November 3, 2015

Okay it’s time for a confession: “Yes, my name is Paul, and I’m an M&S shopper.” “Nooo, but why would you do that?” I can hear some of you cry. Well, encouraged by a very fleeting visit to their re-vamped Brighton store, which actually looks rather good, I was tempted by a number of ‘20% off’ […]

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Existing customers, not wanted?

October 19, 2015

You know that old chestnut about how it costs five times/six times/ten times* as much to recruit a new customer as it does to retain an existing customer. Of course everyone has heard it, but how many companies really understand it? It came to my mind recently as I attempted to contact our energy supplier. […]

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The price of failure

October 5, 2015

You think you’ve had a bad day? Spare a thought for all those who are impacted by the Rugby World Cup. The price of failure it seems can be very high. When I heard on the TV at the end of the England vs. Australia game that the impact of England’s early departure from the […]

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