The CRM relational database might be easier to manage, develop and measure, but it’s the relationship quality that makes the difference. Where is the balance of effort and expense in your business – on the system or the people?
WOULD ANYONE CARE IF YOUR BUSINESS DISAPPEARED?
There has been lots of good (and lots of rubbish) written about the (in)famous net promoter recommendation question - "would you recommend us?" Fred Reichheld made the question famous in his book called it the Ultimate Question (click to see the book on Amazon). Yesterday I met up with Kate Cox from Media Contacts to discuss their up-and-coming conference on Meaningful ...
WHAT ARE BANKS FOR?
This article was published first in the Financial Services Forum's Argent Magazine - Autumn 2011. What are Banks for, if not to feather their own nests? If we truly want to address the trust issues in financial services, I believe we need to ask some deeper, more fundamental questions about the nature of trust and what we’re here to do, individually and ...
HUMBLE IN THE FACE OF YOUR CUSTOMER
Excerpts from my interview with Nigel Gilbert – CMO of Virgin Media and former CMO Lloyds Banking Group “All institutions, but especially financial services ignore a lack of trust at their peril. One of the positive outcomes that I hope from the recent difficult period is a diminishment of the arrogance that businesses have often treated their customers and clients with ...
MISSION STATEMENTS AND THE TRUTH
As rare as a diamond is finding a mission statement that reflects the real purpose of a business. It is rare to come across a corporate mission statement that mentions making money. But businesses have a responsibility to maximize return for their shareholders so why is it shied away from? Because most businesses have lost the honesty and bravery needed to present the ...
UNDER COOK-ING APPLE
Today was a BIG day in the life of one of the world's great companies and brands - Apple. "It's a beautiful day in Cupertino" was the twitterers' most frequent comment this afternoon as tension built for Apple's "Let's talk iPhone" event scheduled for 1pm West Coast US time. Would they? Wouldn't they (announce the iPhone 5)? Hardware or software focus? ...
LISTEN TO THE ENGAGING BRAND PODCAST
...featuring a discussion about brands, business, trust and social capital between me and Anna Farmery who hosts the show. The podcast covers some of the thinking in my book Why Should Anyone Buy From YOU? You can listen the podcast here. Thanks to Anna at The Engaging Brand website. You can follow Anna on Twitter at @engagingbrand.
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