Rapha cycling is a compelling model for the future of retail. They’ve been hailed by some as an example of how bricks n clicks retailers can deliver an emotive and engaging experience. Mary Portas, retail legend and star of the British TV show Queen of...
Nowadays, with just one click we can publicise our purchases to others via a post on social media pre-created by the company we have just bought from. But just because we can, it doesn’t mean we will. It is typically only the most narcissistic social...
Chess masters don’t focus on the pieces on the board, they look at the empty space for potential moves. Professional footballers don’t look at the player with the ball, they look at the other players moving into position. Amateurs focus ONLY on the pieces, on...
We are all familiar with the old adage, that it costs 6 to 7 times more to acquire a new customer than keep an existing one, yet we still seem to live in a world where businesses are obsessed with short-term gains and acquiring customers...
In a world where everything communicates, the premise of brand fidelity is a competitive advantage. Brand fidelity refers to the faithful reproduction of a brands identity in every aspect of the communications ecosystem. It is achieved when you are being mindful of your intent with...
Omotenashi describes the heart and soul of Japanese service culture and means service from the bottom of the heart, expecting nothing in return. In other words, caring enough to empathise with customer needs and giving them what they want before they ask for it. This...
Much like Jane Austen’s novel back in the 19th Century, we have a Sense and Sensibility predicament in media right now. With the likes of Google and Apple recently making their phone screens less addictive, marketers will have to drop the romantic notion that they can...
I ride a bike. I don’t particular like riding it, but I ride it 2-3 times a week for fitness. It is about 10 years old and on its last legs. It has 3 chainrings and 21 gears. Lately it has been getting stuck on...
Being a media owner, like being a world leader (or wife of a world leader for that matter), comes with responsibilities. For businesses, it is especially so when using owned media channels to distribute exclusive content that people love. Last week two headlines in the news...
This image did the rounds a few months ago and one of the reasons I think it spread was the fundamental truth behind the seismic shift in Bezos’s business, (as well as his personal physique). In under 20 years he has taken Amazon from selling...