Knowledge Centre
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- Employee Experience
Employee Loyalty = Customer Loyalty
It is a common myth across the business community that brands have a lot to do with what happens on the outside of a business and not very much to do with what goes on inside. This is profoundly wrong. Brands are everything to do with what happens on the inside.
- Brand-led Business Strategy
Good PR for your HR won’t compensate for a poor Customer Experience
This month, telecoms giant Virgin Media O2, announced that it would offer staff free gender transition therapy in order to provide “support and allyship to people from marginalised communities”.
Unfortunately for the customers of Virgin Media O2, the spirit of generosity that the brand shows its staff, does nothing to gloss over a dismal customer experience.
Virgin O2 have to be very careful not to drive a gap between their employee experience and their customer experience. Otherwise, this chasm will cast a shadow on the very purpose of the brand itself.
- Brand-led Business Strategy
Four questions to ask your agency in the pitch
Earlier this month the extraordinary case of a fake marketing agency was the feature of a BBC expose.
Mad Bird was created entirely online, the people hired were not salaried, had never worked with each other nor even known the founder. An extreme case of ‘fake it til you make it’ and a timely reminder that when an agency ‘pitches’ to you they’re going to be putting on their best face; So how can you tell what’s fact and what’s fiction?
- Brand-led Business Strategy
What are the Key Components of a Brand?
This year is the 100th anniversary of the first radio commercial. In the succeeding century, business marketing has evolved to almost unrecognizable levels and brands, in particular, have transformed their role and importance.
But though there has been a remarkable transformation in the nature and role of brands, the fundamental things still apply. They’re about differentiation and distinctiveness.
- Brand-led Business Strategy
- Customer Experience
What Matters Most
Our work to help clients to identify and deliver what matters most has led to Caffeine partner Smith+Co being awarded The UK’s Leading Management Consultants 2022 by the FT. This is the 3rd year in a row we have won this award and we are particularly proud of it. This is because, unlike other awards, nominations are taken directly from peers and then clients which shows they value the work we do.
- Brand-led Business Strategy
The purpose of brands
“Brand purpose truly is a bunch of crap, because it’s disingenuous. You’re saying, ‘My purpose is to make the world a better place’. No, your purpose is to make money". So said YUM! brands CMO Ken Muench who oversees global marketing for KFC, Pizza Hut, and Taco Bell in a recent interview for Marketing Week.
In this one sentence Muench manages to get it exactly right, and at the same time, exactly wrong.
- Customer Experience
- Employee Experience
‘There are no customers in the office’ – the benefits of talking to strangers.
Fear of rejection stops us from making the first move. It stops us from speaking to people we don’t know. But think about the first time you met your best friend, your life partner, your long-standing client. All the best relationships start with someone being brave enough to make the first move and someone reacting positively to the person who had that courage.
- Brand-led Business Strategy
The time is NOW
Learn how 175 year old law firm William Fry acted like a start up to launch two brand new propositions in ten weeks.
- Brand-led Business Strategy
How to act like a start-up and deliver a GREAT! result
Over the past few months, we’ve been working with a group of highly successful entrepreneurs and investors, on the creation of a new channel brand…
- Brand-led Business Strategy
Great brand stories have one purpose
This week The Story Museum opened in Oxford. A wonderful and inventive experience for all ages, it especially focuses on young people, encouraging them to…
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