Tag archive for customer satisfaction

Does striving for happiness make you unhappy?

Does striving for happiness make you unhappy?

Today is 20th March and, as I tap away at my laptop, I am being reminded (informed, in truth) that this is the seventh International Day of Happiness. Yes, in 2013 this day was marked out for an annual celebration of happiness on our planet. In…

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Don’t let community at work become an unintended casualty of flexible working

Don’t let community at work become an unintended casualty of flexible working

This month’s Campaign magazine features the announcement that Publicis Groupe has introduced flexible working for all UK employees. The reason? In the words of UK CEO Annette King, the intention is to demonstrate commitment to “transforming our working culture” in the belief that “this modern,…

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Seven-point plan for post-holiday client engagement

Seven-point plan for post-holiday client engagement

Despite the welcome need for sunglasses in London this week, the summer holiday period is now over. Children are back at school and adult workers have returned to their respective coal faces. My train journey into Liverpool Street this morning required a well-practised sardine impersonation…

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If you want brave clients, be clear what you’re asking for

If you want brave clients, be clear what you’re asking for

In my business consultancy I spend a good deal of time interviewing the parties to client/agency relationships. In addition to the value I can add via feedback from individual conversations, it is fascinating to capture the general themes which surface from time to time or,…

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Taking inspiration from the planet’s tiniest experts on collaboration

Taking inspiration from the planet’s tiniest experts on collaboration

With the BBC One’s Blue Planet II now in full swing, the world is once again marvelling at the extraordinary creatures with which we share our corner of the universe. The blockbuster nature documentary has attracted 80 million viewers in China alone, causing a temporary…

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To be effective leaders, senior marketers must perfect the marketing of marketing

To be effective leaders, senior marketers must perfect the marketing of marketing

I have been asked to speak at an event for which the main topic of debate will be a current favourite within the marketing community, namely why can senior marketers struggle to exert influence among their fellow leaders internally and with experts in professional services externally….

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