Shaun Smith
Shaun Smith is the founder of Smith+Co the leading UK based Customer Experience consultancy. Shaun speaks and consults internationally on the subject of the brand purpose and customer experience. Shaun's latest book 'On Purpose- delivering a branded customer experience people love' was co-written with Andy Milligan.
Zappos Culture – © Zappos.com, Inc, 2011 "A company's culture and a company's brand are really just two sides of the same coin. Brand is...
"Spreadsheets only reflect the past, not the future"Richard Reed, innocent Drinks As we emerge from the recession, business leaders will once more be thinking of...
"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...
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…
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...
"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...
This is the season when retailers publish their trading results for the Christmas and New Year season; it has made for gloomy reading. HMV,...
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",...
More and more organisations are coming to the realisation that in order to deliver a great customer experience you must first create an engaging...
Natwest – part of the RBS Group which is now largely owned by the UK taxpayer – have committed to a Customer Charter and...
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 is an attitude of mind, but it's measured by how you behave. As we emerge from the recession it is becoming evident that...
At the Farnborough Air Show this weekend, Britain saw its first Boeing Dreamliner (above) – on which the company has bet its future. 'Parked'...
The Luxury Institute issued a press release last week saying that our client Burberry has been found by independent research to be offering the...
I had dinner recently with Greg Gianforte, CEO and Founder of RightNow Technologies, who was telling me about his mantra ‘fix it or feature...
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...
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....
Shaun Smith previews a major talk he is giving on February 1st in London, by outlining what it means to be bold, with a...
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...
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...