customer voice

Shopper Marketing

by admin on November 14, 2011

Recently Shopper Marketing has emerged as the new way to understand customers motivators of purchase. It is far more focused on a strategic approach to marketing and less concerned with the short term gains of promotions and trade marketing.The long term is the objective, to increase sales but on a sustained basis. A key plank in the thinking is that [...]

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The forgotten customer research question…

by admin on October 18, 2011

Customer experience could be so much better if one simple question were to be asked..customer complaints would be hugely reduced, it would be hard to get it wrong when you know why they are there.. Every time you use a service this should be a fundamental first port of call. If you are switching from one service provider [...]

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Customer choice …not with Tesco

by admin on August 22, 2011

Tesco seem to think that Berkhamsted is a town of single person households.It is not…there are more families in the town,its a fact,you only have to look at the number of schools to confirm it. Tesco deny consumers a choice in Berkhamsted by dictating what they can or can not purchase. A six pack of [...]

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9 to 5 doesn’t work in Social Media..

by admin on August 16, 2011

Dolly Parton’s 9 to 5 has a great chrous.. It’s all takin’  and no givin’ They just use your mind And they never give you credit…it’s enough to drive you Crazy if you let it….. The point? Customers praise and criticise companies constantly,every day at any time day or night… Company policy for many sectors [...]

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Challenger brands understand marketing…

by admin on December 16, 2010

A great article in the FT on 23rd November  -”The Value of Being an Underdog” gives hope to those of us who are up against industry Leviathans. At times all effort seems futile until cracks appear that allow us smaller,leaner outfits to steal an advantage. Steve Jobs once said “why join the navy when you [...]

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Names count…so don’t mess with them

by admin on December 14, 2010

Names are important to any brands success, fruit juice to people. Some names just don’t travel well, this Polish fruit Juice wouldn’t last long on Tesco shelves. Some names are embedded in the customer concious and should never be changed or messed about with.It’s part of the brand personality as is the logo that supports that name. There have been [...]

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Customers are a bloody nuisance…

by admin on November 16, 2010

The full Buisness Week Editors  quote went along these lines “The customer has become a bloody nuisance whose unpredictable behaviour damages carefully made strategic plans,whose activities mess up computer operations and who stubbornly insists that purchased products should work” Managing that unpredictability is what makes some companies great and others no so. Research has shown on numerous occasions that customers don’t always complain, [...]

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Listening to customers….not always…

by admin on October 20, 2010

Listening may force companies to act… Customeyes have always maintained that companies and brands should listen to their customers before someone else does…after all customers have spent their money on your products and services, and you want to hold on to them. At any price? Look what happened to Coca Cola when they didn’t listen to their [...]

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Marketing – the next frontier…

by angus on March 10, 2010

Marketing is finally making sense… Having read Stefan Stern’s brilliant article in the FT “Why the marketing team must aim higher” (March 2nd 2010) I realise just how important it is to constantly engage with customers. Marketing has had a turbulent ride in the last few years.The economy has not been friendly, budgets have been [...]

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