Posts on Leak 3 – No Emotional Connection
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Creating a Customer-Centric Culture
A lot of companies say they have the customer at the heart of their approach, but does that really stand up to scrutiny? In this month’s roundtable we discussed what makes for customer-centricity and how to overcome some of the hurdles in achieving it
Josef Elliott: “Half of our customers didn’t know half the stuff we did”
Josef Elliott of Oyster IMS walks you through his Watertight journey with the assistance of Gordon Ramsey, Grayson Perry, Stephen Fry, Dolly Parton, and Status Quo.
Critical ways brands can improve the quality of their customer interactions
Mapping, understanding and enhancing the points of interaction with customers is what the best brands do to sustain their success. In this post Stephen Bateman explores how the Touchpoint Leaks framework can help you to do the same.
You can’t logic someone out of love
Building an emotional connection with customer all the way through to loyalty is key to long-term profitability. It reduces service costs, keeps the competitors at bay, gets them talking about you to anyone who’ll listen and means they want to spend time (and money) with you.
What do your visuals say about you?
I've just come off a coaching call with a client, we're working on stemming Leak #3: No emotional connection and we got to talking about their visuals. There are two areas I ask clients to look at when considering their company's visual identity - the concept and the consistency. What concept is...
How to bring some personality to your blog
This is the third in a series of five blogs on blogging this week. A business blog is one of the simplest ways of overcoming Leak #7 (Information Overload) of the Thirteen Touchpoint Leaks. It acts as invitation information and a stepping stone between knowing who you are and checking...