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February 2008 Newsletter |
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Welcome to the first publication of 2008, the New Year is now a distant memory as we are now well back into work mode. I would like to give a brief overview of what we will be focusing on over the next year and by doing so refresh your memories of how we could help your organisation in 2008. I am sure 2008 will be an exciting one for us as we continue to evolve our Customer Experience Management initiatives with our clients. Customer Experience Reviews and Improvement programmes will continue to be an area of focus for us as organisations become more and more aware of the fact that Customer Experience is the battleground for differentiation. Not the ‘next’ battleground… it’s already here! Maximising CRM, CRM Change Management and CRM Strategy Development are some of our strengths as we have been doing it successfully some 12 years now. With Reg Price, our subject matter expert in Customer Experience Design, Customer Focus, Key Client Management, and Promises Management we will be even stronger in this area in 2008. Reg will be the proud author of the book 'Reliability Rules: How Promises Management Can Build Your Corporate Culture, Build Your Brand, and Build Your Bottom Line' which is due to be released by his US publisher in June. We will keep you informed of its release and will be running a campaign whereby you could be one of the first to read this exciting and necessary read! We will also be doing more Re-contact Research, our unique customer research approach which supports experience and relationship strategies and we will be introducing more regular, more valuable customer feedback programmes with our clients’ customers.  Our Senior Research Partner, Duncan Stuart, continues to provide a uncompromisingly high level of marketing research and analysis and we will thus continue to provide senior expertise in Market Research, Brand Positioning (we call it Consumer GPS) and Organisational Research. Duncan also continues to consult with the world’s largest market research provider (Nielsen) helping develop with their excellent global R&D team advances in brand positioning and consumer research.As always we will continue to provide articles, information and papers of interest in the areas outlined above. If you would like to know more about how we can help in planning for performance improvement in Customer Experience Management and/or Customer Relationship Management, if you have research requirements or you just want ‘chew the fat’, just give us a call or drop us an email, we would be very happy to talk. This month's edition includes:
All the best for 2008, we hope it’s a good one!
Global Positioning Systems have revolutionised the way the world works. Your phone calls, your credit card transactions – even the info about where you’re logging into the net are all tagged geographically. You can zoom in on Google Earth and, using pinpoint co-ordinates, find your own back yard barbecue deck. GPS is powerful. Brands need similar clarity about positioning relative to competitors – to show what elements need to be communicated and what territory in the consumer mind-space is occupied. |
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