Don’t Listen To Your Sector: Be More Weird


Had a bit of drama over the past week. I’ll recap it for you as quickly as possible – as most readers of this blog don’t work in the same sector as I do. Essentially Mick Kent, my CEO, wrote a challenging piece setting out why we have embarked upon a different service vision. Bromford are celebrating 50 … Continue reading Don’t Listen To Your Sector: Be More Weird

Your Own Personal Social Media Policy: 10 Top Tips


“Companies often want this one single voice but when you have thousands of employees there’s no way you can have a single voice and be authentic,”  – Professor Joonas Rokka One of the best links I saw last week was about how employees active on social media play a crucial role in corporate brand management. … Continue reading Your Own Personal Social Media Policy: 10 Top Tips

5 Lessons in Simple Customer Experience (Indonesian Style)


A new report puts Amazon, McDonald’s and First Direct as the leaders in the top ten of the UK’s ‘simplest’ brands. The companies that are the easiest to deal with. Whatever you think of them most of us could learn from their “frictionless” customer service. It’s interesting to ponder how sectors might be transformed if … Continue reading 5 Lessons in Simple Customer Experience (Indonesian Style)

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 … Continue reading How To Keep Your Customers Loving Your Brand

HEY , Where are you? – Why your company needs to Google itself


I recently explained to a group of managers why they should google themselves. After the initial “what, me? I’m not famous!” responses,  they see their search results , look intrigued, and then get it – the dangers of a badly curated digital footprint. But although many of us have gotten into the habit of doing … Continue reading HEY , Where are you? – Why your company needs to Google itself

Do You Love Your Customers Enough To Follow Them Back?


“We are a live, work, play company. When we first started using Twitter, it was a way we could stay connected while also helping our customers if they needed it.” This quote comes in an article I shared about Zappos , the online shoe and clothing store. It says a lot to me about customer engagement. … Continue reading Do You Love Your Customers Enough To Follow Them Back?