United breaks guitars. Disgusting Domino’s. The exploding Galaxy Note 7. Starbucks’s race row. #DeleteUber. Gillette’s misplaced belief on the best a man can be. These are just a handful of examples of branding crises playing out on social media. It usually starts with a localised problem, or even with good intentions that backfire. At some … Continue reading The short vs long term effects of a social media crisis
In a recent episode of Intelligence Squared, Martha Lane Fox and Mishal Husain, reminisced about the early days of the Internet and, specifically, Lastminute.com, the pioneer travel and leisure website, launched by Lane Fox and her business partner, in 1998. The journalist Mishal Husain recalled: “I remember so well that the first two websites … Continue reading The human backstage of tech businesses
Last Sunday the teen scored a goal for her ice-hockey team. She celebrated. The team celebrated. The team’s supporters celebrated… But it was all in vain, because the referee did not see the goal, and, so, he disallowed it. It doesn’t matter that the puck went over the line. The referee didn’t see it. It … Continue reading Showing customers the care and effort that goes into creating the perfect experience
I have been working on a research proposal looking at the impact of artificial intelligence on a particular profession. It’s a multidisciplinary project with various angles on the issue, and mine is what that means for the customer experience. It is possible that the results from our project could end up showing that a particular … Continue reading Research has consequences. Sometimes, negative ones.
The online environment is marked by uncertainty. Trusted brands can thrive in this environment. But what does it take to create a trusted brand, online? This presentation explores the opportunities and challenges faced by brands, in the digital world.
If I gave you free reign of the larder, and asked you to prepare a good meal, what would you cook? Something rich and creamy, to help me get through this long week? Or a vegetable laden pie, to help me get my 5-a-day? It depends on your definition of good, right? Meals are not … Continue reading What is a good meal? What is a good algorithm?
“Personalisation” and “customisation” are two terms often used in marketing, to refer to ways in which customers are treated as individuals. In some cases, the two terms are treated as synonyms, which is wrong because, really, “personalisation” and “customisation” solve opposite problems. Here is an overview of the main differences. Personalisation In the … Continue reading Personalisation vs customisation – Do you know the difference?