THE BLOG

Developing brand properties out of the customer experience This is first of a series of posts on how to make your customer experience more distinctive, and it looks at the…

Hoo-bloody-ray. It turns out I am not the only social media sceptic in the marketing world. Professor Mark Ritson had a good old rant about the over-hyping of social media…

Today I read an interesting article about how General Motors (GM) dramatically improved the service in their car showrooms. They did this not by looking at their direct competitors but…

Guest post from Anna Eggleton, Managing Partner and head of Service Branding. One of the ways service companies can be distinctive is to build in ‘defining gestures’.  This is the…

Toy maker Mattel plans to drastically reduce the time wasted through poorly planned and unnecessary meetings, according to an article in The Times (subscription needed). It seems that this change…

Budget airline Ryanair is reaping the rewards of a year-long brand rejuvenation program, announcing a 20% rise in passenger numbers for December, helped by a 7% pt increase in load factor to…

This is the second post looking back at the best and worst of branding in 2014. 5. The Chef award for re-connecting with you passion This feel-good story of a chef falling…

This is the first of two seasonal posts that look back at the best (and worst) of branding in 2014. 1. The Blackberry award for belated rejuvenation Back in January…

I'm looking forward to what has become an annual fixture in the Taylor family festive season: the Harlequins Big Game. This involves Harlequins (the rugby team I support) booking Twickenham…

My prediction back in March 2013 that the EE brand was created to facilitate a sale of the business seems to be coming true, with BT the buyer and £12…