Dystopian visions send Nick Bush a warning about the future of customer experience I misread a message from a colleague yesterday telling me that Gordon Tredgold’s article on 15 things teams hate about you was on LinkedIn. I clearly hadn’t woken up as I thought the article was 15 things you hate about LinkedIn. To … Continue reading Can CX save us from a bleak future?
According to a recent survey it is – but fixing it requires commitment across the whole organisation Whatever you may think about Facebook, Instagram or Twitter, their ethics or market capitalisation, social media companies are not about to disappear as a channel through which brands can connect with the current or future customers. But success … Continue reading Is poor service letting down your social media strategy?
The role of social media as a machine for allowing groups of people to be in a state of perpetual outrage is a trend which shows no signs of abating. Love it or loathe it, what should you do about it? Is responding to organised online campaigning a reasonable reaction to the Voice of the … Continue reading When customers ‘gang up’ – how to handle it
The role of social media as a machine for allowing groups of people to be in a state of perpetual outrage is a trend which shows no signs of abating. Love it or loathe it, what should you do about it? Is responding to organised online campaigning a reasonable reaction to the Voice of the … Continue reading When customers ‘gang up’ are you ready?
Do you remember how Dove not only shot themselves in the foot but then carried on and removed a couple of toes for good measure? To many it was always going to be a controversial Facebook ad. A soap brand showing a black woman 'changing' to a white, then Asian one as she removes her … Continue reading Did Dove behave like bad boys? Don’t forget: customers drive your reputation!
I went on holiday to the Edinburgh Fringe Festival with the expectation that my take-aways would be mainly fish suppers (the jokes don't get any better believe me) but there were a few business-related things that struck me about it that I thought I would share. The whole thing was a fun break - and this trilogy … Continue reading Business lessons from the Edinburgh Fringe: 1) Marketing
My social media credibility – recently boosted by having a tweet ‘favorited’ by a jazz pianist admired by my 16 year old – has taken a bit of a dive as I was unaware of Waitrose’s recent Twitter campaign – #WaitroseReasons – asking people to complete the sentence “I shop at Waitrose because....”. Initial reaction … Continue reading Waitrose hashtag fail: too clever by half?