- 5 Rules for your Welcome Journey
- Can you identify which segment you’re in?
- Credit Where It’s Due: The Art of the Apology Letter
- Costermer Service?
- Retarget right – using acquisition channels for customer marketing
- From Social Engagement to Social Advocacy
- Building Trust in the Banking Sector
- Do charity shops make the most of their high street positions?
- Falling in love again – Retention Marketing Basics
- CRM for Big and Small
- Case study: No Marketing, Please
- Case study: The Generation Game
- Case study: I Read The News Today…
- Case study: Don’t Tease Me
- Case study: Move Over Darling
Author Archives: Richard Leader
Welcoming a new customer to your website, service or publication is one of the most important conversations you can have. It sets the tone for the rest of your relationship together – get it wrong and it’s very difficult to … Continue reading
So here’s a game to play: Have a quick trawl through your inbox and look at some of your recent marketing emails. Can you identify which segment people think you’re in? From modelling to implementation In my experience, organisations … Continue reading
As a battle-hardened commuter with thousands of miles under my belt, it’s not often you’ll find me paying compliments to a train company, but here I am. Southern Rail apologises Recent bad weather caused a landslip on our line, disrupting … Continue reading
Is Customer Service a cost centre, a profit centre or the centre of your business? I can only assume that for my car insurance company, it’s a cost centre. Serving the customer seems to be a bit of a drag. … Continue reading
Tesco’s mobile experience head, Luke Viogradov, made some interesting points at a conference this week (reported by Marketing Week). “There are some retailers that follow me around everywhere I go. I have since purchased the products they push at me … Continue reading
I was really interested to hear Ross McEwan, CEO of RBS on the Today Programme this morning (http://www.bbc.co.uk/news/business-26364662) talking about putting customers back at the centre of his plans. Crucial to the RBS plan is the rebuilding of trust. I’m … Continue reading
I’m not going to debate the good, bad and ugly elements of charity shops on the high street (not right now anyway), but I am struck by something – how they don’t make the most of their positions. Recently, I have … Continue reading
I’m always one to make things simple. So here’s my simple guide to retention marketing: Identify what made the customer fall in love with you in the first place Identify what’s changed since them – is it them or is it … Continue reading