customer service

customer acquisition

The cost of focussing on customer acquisition

Our Managing Director, Rachel Bevans, analyses a recent experience to consider the cost of focusing on customer acquisition without a balanced approach to retention. The scenario You’re a loyal customer of 10 years with a monthly subscription service, costing $102 a month. You go to login to your account and see exactly the same package […]

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How healthy is your brand? #6

What does this mean?  1. Everything sings from the same hymn sheet – driven by the brand idea. We use the brand experience wheel to consider implications of the brand idea on all areas of the brand experience during the brand strategy stage to stress test the brand idea and then identify touch-points (both consumer

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My family: on brand relationships

Inspired by a recent gym injury (see there’s always a silver lining) I strained a calf muscle this week, and amidst my dismay, the delightful people at my local gym brought light, both employees and members: ‘someone look after Rachel’: personalisation ‘I’ll help you the bandage’: customer care ‘that’s happened to me – it really

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#healthybrand A delightful experience for the long weekend…

It’s a beautiful day of 30 degrees and the Friday before the long weekend. I just visited a very healthy brand company. OK so its a health and wellbeing business. But that doesn’t mean it’s naturally healthy. Or does it? The service was family friendly, genuinely caring, calm and relaxing – from reception through to

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