Shaun Smith

It’s time for a radical and remarkable approach to marketing

"Marketing is a tax you pay for being unremarkable"Robert Stephens, The Geek Squad Marketers face enormous challenges today. Targeting, locating, communicating and maintaining any form...

How Zappos Used a Bold Vision to Profit from a Purpose Beyond Profit

It's time for leaders to lift their gaze from their numbers to their purpose. "Spreadsheets only reflect the past, not the future"– Richard Reed, Innocent As...

Redesigning the reading experience

Gutenberg invented the printing press 570 years ago and the reading experience hasn't changed much since. Almost every other form of communication has changed...

How BOLD Brands Deliver Dramatically Different Experiences

"From the store windows, the store touch-points, the website, social media or a magazine: it has to be one pure customer experience, not just...

Beat the retail blues

This is the season when retailers publish their trading results for the Christmas and New Year season; it has made for gloomy reading. HMV,...

Focus on the dollars, not the dimes

The atrium / lobby at the Al Bustan Palace Hotel in Muscat, Oman There is a saying in the US: "Don't nickel and dime me",...

Creating an Engaging Employee Experience

More and more organisations are coming to the realisation that in order to deliver a great customer experience you must first create an engaging...

Live the brand or drive the sale?

Natwest – part of the RBS Group which is now largely owned by the UK taxpayer – have committed to a Customer Charter and...

Authenticity – you can’t force it, fake it or fudge it

When Tony Hayward gave his final press briefing shortly before departing as Chief Executive of BP he said that BP had shown itself to...

Bold Brands: How to be Brave in Business and Win

Bold is an attitude of mind, but it's measured by how you behave. As we emerge from the recession it is becoming evident that...

The ice cream and the airliner: which carries the most value?

At the Farnborough Air Show this weekend, Britain saw its first Boeing Dreamliner (above) – on which the company has bet its future. 'Parked'...

When is a store not a store – the next stage of the retail...

The Luxury Institute issued a press release last week saying that our client Burberry has been found by independent research to be offering the...

Fix it or feature it: turn your customer experience into a talking point

I had dinner recently with Greg Gianforte, CEO and Founder of RightNow Technologies, who was telling me about his mantra ‘fix it or feature...

Toyota: Look who forgot the Golden Rule

Who’d have thought it could happen so quickly? From the carmaker with a reputation for manufacturing the most reliable products in the world, constantly...

Why Steve Jobs doesn’t listen to customers

Watching the launch of Apple’s iPad, I was struck by the fact that Steve Jobs famously doesn’t pay too much attention to customer research....

Bold Brands – why now is the time to be brave in business and...

Shaun Smith previews a major talk he is giving on February 1st in London, by outlining what it means to be bold, with a...

Ryanair-a branded customer experience?

We are currently researching leading brands for our forthcoming book ‘Bold brands-how to be brave in business and win’. There are some obvious examples...

The power of word of mouth: from the ladies who lunch

Marketing is all a-twitter with the opportunities represented by web 2.0 and social media for sharing consumer word of mouth – both good and...

Two good reads: I Love You More Than My Dog and Don’t Mess With...

Books can be like buses. The ones you want are conspicuous by their absence, and then two that you want come along at...

Royal Mail strikes hope for customer experience

Photo copyright (c) istockphoto. Licence purchased. Janine Dyer writes: I like my postman. He’s always polite, cheerful, smart and delivers my DVD rentals without nicking them....

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