Tag Archives: customer engagement

5 Rules for your Welcome Journey

Posted on April 16, 2014 by 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 →

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Can you identify which segment you’re in?

Posted on March 28, 2014 by Richard Leader

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 →

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

Posted on March 13, 2014 by Richard Leader

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 →

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Costermer Service?

Posted on March 11, 2014 by Richard Leader

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 →

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From Social Engagement to Social Advocacy

Posted on March 4, 2014 by Richard Leader

Social media impact can be hard to measure. What makes it worse is that almost everyone in the organisation has exposure to social media in their private lives and thus has an opinion.  Unfortunately, this can lead to a focus … Continue reading →

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