Take a moment

Reading Time: 3 minutes Coming home from Sydney, Paul and I were talking about ‘moments of truth’. One of the great ironies, and frustrations, for many brands is that reputation must be built over years, but can be lost in a tiny fraction of that time – seconds. All because of an action or a word, a misunderstanding or […]

Brand loyalty: do you have customers or passengers?

Reading Time: 2 minutes It’s amazing who we forget and how quickly. I don’t remember any of the people on the bus last week. Who did I ride home with last Thurday? My mind goes blank. It’s nothing personal – it’s simply that I have no reason to remember them. Or they me. Most brands have the same levels […]

Tell your customers the history of your attitude

Reading Time: < 1 minute Isn’t this such a great thought? “Don’t build a product, then try to market it.  Instead, build a customer attitude, then build a product to match that attitude.” It’s part of an absorbing and insightful article by Graeme Newell on why you shouldn’t focus your advertising around your product.

The Rule of Three: why profitable brands are usually very big or very small

Reading Time: 3 minutes This article from some time back by Jagdish Sheth and Rajendra Sisodia sheds fascinating light on the business case not just for expanding brands but also shrinking them as well. According to the authors’ “Rule of Three”, the quest for scale is quite literally a race first for dominance and then for survival. But if […]

Building a better business case for brand internally with CFOs

Reading Time: 4 minutes It’s an old bias but a telling one. Finance people accuse marketers of only spending money. Marketers accuse finance teams of only counting it. It’s another re-run of the analytical versus emotive debate yet it has the potential to carry deep bias into decision-making. As Brad VanAuken observed in this article, “I have found that […]

Business models as tensions

Reading Time: < 1 minute Jez Frampton once summarised great retailing as the perfect mix of finance, space and brand. I find that such an excellent crystallisation of the inherent tensions in that sector – the need to pack enough of the right branded product into an environment displacing the right number of square feet to deliver customers a great […]