Category: Marketing

Redefining Trust In A Digital Age

Trust is not coming back. Scepticism reigns, as it should. – Gerry McGovern Since the industrial revolution,  a trusting relationship between individuals and organisations has been the norm. This has shaped the way we communicate – both internally and externally. It has resulted in the issuing of corporate annual reports, press releases , customer satisfaction scores ...

Building Trust and Standing Out in the Digital Age

In many ways the events of 2016 are less a surprise and more the logical outcome of what we already knew. As I wrote early last year – we are in an era of ‘trust deficit’ – where more people distrust institutions than believe in them. When belief in government, business, media and nonprofits dips below 50%, ...

People Don’t Believe Our Organisations – Here’s Why

There’s not a week goes by – and I mean that quite literally – in which we don’t see a sector bemoan its image problem. The launch of some campaign or other to raise awareness of a ‘message’ and get people to see the valuable contribution it makes to society. This week it’s housing, but ...

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Innovation, the Death of Email and Star Wars. My top posts of 2015

It’s slightly self indulgent to do an end of year review of your own posts , but I do find it useful to reflect what’s gone down well and what’s not over the past 12 months. This has been a strange year for this blog as I started off posting quite prolifically before becoming far ...

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How To Keep Your Customers Loving Your Brand

Your brand is what people say about you when you’re not in the room” – Jeff Bezos, Founder of Amazon This is one of the most interesting infographics I’ve seen recently. The huge advocacy for Amazon is amazing.  95% of those surveyed say they “Love the Brand”. But TUI – the German travel company that most of us ...

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Does Social Housing Need To Find A Richard Branson?

It’s May 2008 , and Helena Moore and I have just left the stage at the European Customer Management World Conference. We had just presented to an audience that included John Lewis , Microsoft and some young startup outfit called Facebook. People who we would now recognise as experts in marketing their product and selling their ...