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).
We’ve recently been invited to speak about brand experiences at the Customer 360 Middle East conference in Dubai. It looks as if we’ll be in very good company with Coca Cola, Nokia, Dubai Bank, Infiniti and a range of other leading brand will also speaking at the event.
We were recently invited to Kuala Lumpur, Malaysia to run a two-day executive programme on Product Launch Marketing. Executives from Toyota, Bank Islam Brunei Darussalam, Chemical Company of Malaysia, IDLC Finance, Roche Diagnosticsm, Tupperware Brands and others attended the session.
National Express, the “largest coach provider in Europe” sent me a mailshot. So why share it with you? Well, thankfully I’m not “senior” (i.e. a pensioner) or “disabled”. I travel a fair bit (but not by coach).
On a number of occasions we’ve outlined how the human decision making process is primarily emotional but is then ‘justified’ by rational / logical processes (“affect heuristic”….zzzzzz). The Ferrari and Gucci scenarios fit this mould….Emotion drives decisions.
BBC WM invited Darren onto the Dan Kelly show yesterday. They wanted to obtain his views on the UK’s Visit Britain brand marketing campaign and how cities can develop an authentic brand.
Wavelength was invited to deliver a “Understanding your Customer” workshop for a group of particularly enterprising students at University College London. The workshop was part of UCL Advances Citrus Saturday programme with students studying across the capital attending.