Bad boys? Dove and the problem with reputation

The recent furore over Dove’s Facebook ad – where a black woman ‘changes’ to a white, then Asian one as she removes her t-shirt – appears to be a result of a thoroughly misinformed piece of decision-making.

Dove’s subsequent ‘apology’, claiming that they had ‘missed the mark’ struck many as less then wholehearted, apparently compounding the initial error.

However, as commentator Richard J Hillgrove suggests in Drum, this could just be part of a cynical strategy Continue reading “Bad boys? Dove and the problem with reputation”

“Customer Experience Day? That means eff-all to me!”

Did you have a good CX Day? You didn’t realise it was happening? Strange! I thought it was up there with Pancake Day, Mothers’ Day, Fathers’ Day and the Eurovision Song Contest as a red-letter day in anyone’s calendar. Well, maybe I’m exaggerating a touch, but the reaction – quoted verbatim above – when I mentioned to someone that it was, indeed, Customer Experience Day proved to me not that there had been a failure of publicity, but that the day itself possibly didn’t have much point if you’re not a CX specialist. Which made me realise that we can get far too obsessed with customer experience itself and lose the point of why it’s important. Continue reading ““Customer Experience Day? That means eff-all to me!””