At a recent “customer experience” conference in Dubai some interesting and striking comments were made. However, it soon became apparent a broader view on customer experience was required. Customer experience and customer service were frequently confused or used interchangeably
It was good to be back in Malaysia to escape the British weather, eat the local delicacies and most importantly deliver our second Product Launch Marketing programme of the year in Kuala Lumpur. Senior brand, strategy and marketing executives from a range of global blue chip brands. These included Allianz, AIA, Celcom, Maybank, PT Konimex, Abbot Laboratories to name a few.
Senior executives frequently tell us how disappointed they are with new product launch performance. It’s an expensive and risky business so it’s understandable. This frequently results in a “numbers game” (launch as many products as we can in the hope we succeed) or “no game” (don’t launch anything as it’s too damn expensive) logic.
We were delighted to be invited to Dubai, United Arab Emirates to run a four-day executive level workshop on Successful Product Launch Marketing and Brand Positioning in Partnership with IRR Middle East. Delegates from Egypt, Oman, Kuwait, Saudi Arabia and Qatar attended the session.
It was nice to be back in the warm sunshine of Dubai to deliver the Successful Product Launch Marketing & Brand Positioning workshop for Informa for the third year on the run. This year the four-day exec level session was held at a super suave location The Address, Dubai Marina. Lovely.
In the past we’ve tried to highlight how utilising coupons can turn your brand strategy pair shaped. The challenges JC Penny is currently facing lucidly illustrate this point. This revealing article shares some of the challenges new JC Penny CEO Ron Johnson is experiencing whilst trying to shake the brands’ coupon crazy reputation. An unenviable task.
At a recent “customer experience” conference in Dubai it soon became apparent a broader view on customer experience was required. The terms “customer experience” and “customer service” were frequently used interchangeably. This was a problem because we feel customer service is an important part of the customer experience.
Following on from personal branding sessions we ran at a number of other Universities, Warwick University got in touch to ask us to run a session for them as part of their Summer Skills Programme. Undergraduate and Post Graduate students from a range of disciplines attended the session. They were a really interesting bunch who were full of ideas, energy and enthusiasm for the session.
Darren was invited to speak on BBC radio today. He was asked to give his views on “Brand Britain” going ballistic. Here’s the recording (apologies the quality is not so great).