Clik here to view.
First Direct and Customer Service
How does First Direct manage to consistently excel on customer service? Does it offer different levels of service depending on customer value? Does it hold aspirations to extend it’s brand beyond...
View ArticleClik here to view.
What’s Hot in Branding
Sponsored by Our team of brand specialists tell us what’s hot in branding, why they love the iPod brand, and why staff need to live the brand and product experience to maximise brand effectiveness....
View ArticleClik here to view.
Patrick Barwise – Building the ‘Simply Better’ Biz
The fact that companies like Toyota and Tesco and Proctor & Gamble in many of its categories have shown that you can in fact keep improving delivery on the basics, shows that it’s not just a...
View ArticleYou’re Only as Strong as Your Weakest Link. Or are You?
For control freaks like Apple, partnerships must be really frustrating. Famous for wanting to control every aspect of their product – hardware and software – plus sales, service etc., the torrid iPhone...
View ArticleClik here to view.
Building Strong Cultures: Zappos and Harley-Davidson
Alfred Lin, Zappos: “Being a company that other people want to work for is a very, very big thing. It’s getting harder and harder to recruit good talent. And you need good talent to attract good...
View ArticleClik here to view.
There’s a Better Way to Create a Good Customer Experience
We’re just back from the excellent two-day European Customer Experience Event where folks from Zappos and Harley-Davidson talked about how they build their ‘wow’ experience. It’s our first time there...
View Article
