Category Archives: Uncategorized

5 Rules for your Welcome Journey

Posted on April 16, 2014 by Richard Leader

[NOTE: You found an old version of the website – please check out fractionalcmo.uk for more up-to-date marketing articles!] Welcoming a new customer to your website, service or publication is one of the most important conversations you can have. It … Continue reading →

Posted in Uncategorized | Tagged customer engagement, customer journey, customer marketing, email marketing, marketing | Leave a comment

Can you identify which segment you’re in?

Posted on March 28, 2014 by Richard Leader

[NOTE: You found an old version of the website – please check out fractionalcmo.uk for more up-to-date marketing articles!] So here’s a game to play: Have a quick trawl through your inbox and look at some of your recent marketing … Continue reading →

Posted in Uncategorized | Tagged customer engagement, customer marketing, email marketing, marketing, segmentation | Leave a comment

Credit Where It’s Due: The Art of the Apology Letter

Posted on March 13, 2014 by Richard Leader

[NOTE: You found an old version of the website – please check out fractionalcmo.uk for more up-to-date marketing articles!] As a battle-hardened commuter with thousands of miles under my belt, it’s not often you’ll find me paying compliments to a … Continue reading →

Posted in Uncategorized | Tagged apology, compensation, customer engagement, customer satisfaction | 2 Comments

Costermer Service?

Posted on March 11, 2014 by Richard Leader

[NOTE: You found an old version of the website – please check out fractionalcmo.uk for more up-to-date marketing articles!] Is Customer Service a cost centre, a profit centre or the centre of your business? I can only assume that for … Continue reading →

Posted in Uncategorized | Tagged call centre, customer engagement, customer satisfaction, insurance, trust | Leave a comment

Retarget right – using acquisition channels for customer marketing

Posted on March 6, 2014 by Richard Leader

[NOTE: You found an old version of the website – please check out fractionalcmo.uk for more up-to-date marketing articles!] Tesco’s mobile experience head, Luke Viogradov, made some interesting points at a conference this week (reported by Marketing Week). “There are … Continue reading →

Posted in Uncategorized | Tagged customer marketing, marketing, retargeting | Leave a comment

Building Trust in the Banking Sector

Posted on February 27, 2014 by Richard Leader

[NOTE: You found an old version of the website – please check out fractionalcmo.uk for more up-to-date marketing articles!] 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 … Continue reading →

Posted in Uncategorized | Tagged banking, business, customer centric, customer obsession, trust | Leave a comment

Do charity shops make the most of their high street positions?

Posted on February 13, 2014 by Richard Leader

[NOTE: You found an old version of the website – please check out fractionalcmo.uk for more up-to-date marketing articles!] I’m not going to debate the good, bad and ugly elements of charity shops on the high street (not right now anyway), … Continue reading →

Posted in Uncategorized | Tagged business, charity, charity shop, customer marketing, marketing | Leave a comment

Falling in love again – Retention Marketing Basics

Posted on February 4, 2014 by Richard Leader

[NOTE: You found an old version of the website – please check out fractionalcmo.uk for more up-to-date marketing articles!] I’m always one to make things simple. So here’s my simple guide to retention marketing: Identify what made the customer fall in … Continue reading →

Posted in Uncategorized | Tagged customer marketing, customer satisfaction, lifetime value, loyalty, marketing, nps, retention marketing | Leave a comment

CRM for Big and Small

Posted on February 4, 2014 by Richard Leader

[NOTE: You found an old version of the website – please check out fractionalcmo.uk for more up-to-date marketing articles!] Too many SMEs view customer marketing and CRM as only being of value to larger companies. Sure, if you have 4million customers, … Continue reading →

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