The fall of the wall between customers and culture
The context for cultures is changing. In four vital ways.
All posts filed under: Customer loyalty
For your information: why so many brands are not listened to
The insurance company wrote to me again. That can only mean it’s a bill or a change in policy. Either way it’s more expensive – literally, because I’m paying more, or metaphorically because I’m getting less for the money I do pay.
Brand loyalty: do you have customers or passengers?
It’s amazing who we forget and how quickly. I don’t remember any of the people on the bus last week. Who did I ride home with last Thurday? My mind goes blank. It’s nothing personal – it’s simply that I have no reason to remember them. Or they me. Most brands have the same levels of recognition for customers.
Take a moment
Coming home from Sydney, Paul and I were talking about ‘moments of truth’. One of the great ironies, and frustrations, for many brands is that reputation must be built over years, but can be lost in a tiny fraction of that time – seconds. All because of an action or a word, a misunderstanding or an expectation that may or may not even have been reasonable in the first place.
Two very different types of stickiness
I love this distinction by Martin Bishop between the brands we’re stuck on versus the ones we’re stuck with.