People & Culture
40%. Brand Consultant, Brand Consultancy, Customer Experience, Customer Loyalty, Surrey, London

Why 40% of your people could be undermining your business success!

Do you ever wonder just how motivated and engaged your employees are? When people are clear about their role and how their contribution makes a difference to the success of the business, they tend to feel committed to progress within your business and empowered to perform. But what about the people who aren’t fully engaged […]

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Brand Consultant, Brand Consultancy, Customer Experience, Customer Loyalty, Surrey, London

A puppy shows that Sainsbury’s new strategy is working well

A valuable lesson for any business Sarah Warby – Board Marketing Director at Sainsbury’s – is on a mission to ‘stop making shopping hard work’. Examples of this new focus are becoming evident – simplifying pricing and promotions and making the website easier to navigate for a better online shopping experience, are just a couple. […]

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Little Chef logo customer experience

Little Chef – A surprising customer experience!

Whilst travelling last week, I needed to download and view some attachments on a laptop. I pulled into a service area on the hunt for a wifi zone and ended up in a Little Chef. It’s years since my last visit – a breakfast stop whilst on my way to a sporting event early one Sunday […]

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Brand Consultant, Brand Consultancy, Customer Experience, Customer Loyalty, Surrey, London

Virgin Holidays serve up Rock Star service

There are some great examples of brand thinking and brand behaviour at Virgin. First came Virgin Atlantic with the legendary and award winning Upper Class service. Now Virgin Holidays has ‘Rock Star’ service. Why am I highlighting this? These are great examples of legendary (talk-about) services that differentiate Virgin from the rest by better understanding and […]

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