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Mar 2010 |
 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... |
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... |
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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