E-Perspectives Mar 2010
Beyond Trust: Engaging Consumers in the Post-Recession World
Trust alone is no longer sufficient to assure sustained brand success. Not in this post-recession world populated with more sceptical and less acquisitive consumers. For brands to succeed in this altered landscape they need to understand and respond to consumers in new ways. But how?  More...
Social Media: Fans and Followers Are an "End" Not a "Means"
The last couple of years have seen some massive changes in our world. The financial bubble that reached its peak in 2007 popped, leaving us to enjoy what has been dubbed “The Great Recession.” The Dow Jones plummeted, along with consumer confidence.  More...
What Are the Benefits to a Brand of a Satisfied Customer?
While customer satisfaction is a critical component of brand equity, companies often underdeliver on service. To improve the service element can be costly; often it requires the substantial reorganization of a business. However, if the benefits of doing so can be quantified, such investment may be justified. And when high levels of service delivery have been achieved, strong marketing can help to enhance perceptions of good service.  More...

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