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The beauty and the beast of social media: Turning a bad experience into a good one in a split second

16 April 2013 | Comments Off on The beauty and the beast of social media: Turning a bad experience into a good one in a split second

That defining moment when you have seconds to turn a situation around……I’m talking customer experienceAs a consumer, I feel somewhat obliged to make the first move to rectify a horrible customer experience which usually entails a call to the manager…

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Tesco Clubcard TV – the next level in data mining

25 March 2013 | Comments Off on Tesco Clubcard TV – the next level in data mining

Tesco Clubcard TV has arrived! After a successful month of beta testing to Tesco’s employees, it is now available to all 16 million Tesco Clubcard members. Clubcard TV, powered by Blink box, is an online service streaming a variety of…

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O2 giving us reasons to sit up and listen, watch and learn

13 March 2013 | Comments Off on O2 giving us reasons to sit up and listen, watch and learn

I have never really taken any notice of the O2 brand in the UK, even though I am English. I do of course notice it when I support the English rugby side! Graham Webster, Director of Customer Experience at Telefonica…

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Your loyalty member: CRM strategist or promiscuous consumer?

8 February 2013 | Comments Off on Your loyalty member: CRM strategist or promiscuous consumer?

Do we, as marketers, business owners, loyalty experts, forget to view our customers of our loyalty programmes just as they are…customers?  Definition of a customer: “A party that receives or consumes products (goods or services) and has the ability to…

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Everything Communicates

1 February 2013 | Comments Off on Everything Communicates

There are several reasons why quality content matters both online and offline. However, there is one factor which I think is vital and worth highlighting – Understanding just “who” is following your brand in the online space. Are you aware of…

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When CRM really matters

23 January 2013 | Comments Off on When CRM really matters

So now we are in January, is it a light relief to be receiving less marketing emails form retailers & suppliers or are you missing them!? Which retailers really hit the mark for you in their Christmas/holidays promotions and targeted…

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Is measuring ROI from social media that valuable?

17 January 2013 | Comments Off on Is measuring ROI from social media that valuable?

Over 1 billion expressions are created on social media every day.  Knowing this, brands are aggressively placing social media at the fore front of business strategies as it holds great potential for marketers to tap into a new found form…

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The truth is…Loyalty is about engagement not points

16 November 2012 | Comments Off on The truth is…Loyalty is about engagement not points

The title of this piece is a “catch-phrase” beckoning throughout the global loyalty industry and is seen as one of the top loyalty trends of 2012. I say “globally”, because coming from the South African loyalty market place, I can…

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