Read Chris every week in the African press.
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Tag Archives: customer experience
Experience not Service
Customer experience has become the new marketing. It influences brand perceptions and impacts business performance just as strongly as traditional Marketing once did. As my Chairman, Professor Nader Tavassoli www.nadertavassoli.com reminds us: “Brands are promised by advertising but delivered by … Continue reading
Posted in Machine and human
Tagged advertising, African, brands, Company, customer experience, east africa, Europe, Experience, Global research, HR, Insurance, Nader Tavassoli, Service, Virgin Atlantic
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Marketing islands
It’s rare find a Marketer criticising his profession, so I was intrigued when the Chief Marketing officer of HP had this to say last month: “Marketers risk forming a parallel universe and distancing themselves from the business.” Lucio was talking to … Continue reading
Posted in Advertising, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Direct marketing, Internal brand, Internal Communication, Local Brands, Machine and human, Social Media, The Brand Inside
Tagged brands, Broadcast media, Business, CEO, Chase, Companys’, Culturally bilingual, customer experience, digital world, east africa, Executive board level, Forbes, HP, Marketing directors, MARKETING ISLANDS, Marketing jargon, MasterCard, Millennial audience, Senior leadership teams, Twitter
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Customer Experience for Tourists
It’s all change on the regional tourism front with Kenya emerging largely undisrupted (we hope) from its Election process. Tanzanian tourism is delivering much less value for money thanks to ill-considered Presidential interference in taxes and levies. And in Uganda, … Continue reading
Posted in Advertising, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Internal brand, Local Brands, The Brand Inside
Tagged Airbnb. Dar es Salaam, Airlines, Amazon, Apple, customer experience, customer satisfaction, Election process, Entrepreneurial sector, Facebook, Google, Kenya, Levies, Macro-economic, money, politicians, Presidential, Public servants, social media, Southern Sun Hotel, Tanzanian, Taxes, Tourists, Uber, uganda
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Sticky middle slows business
Just when you thought you had enough problems dealing with Millennials in your organisation, here comes another demographic that requires your attention. Tim Gould, Editor of HR Morning once said: “I’ve been promoted to middle management. I never thought I’d … Continue reading
Posted in African Business, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, The Brand Inside
Tagged Business, CEO, Colleagues, Company, customer experience, Decade, east africa, Economies, Experience, Junior employees, Medical care, Middle management, Millennials, Operation, Organisations, Switzerland, Treacle layer, University
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Customer experience drives results.
We’re already halfway through the year and one encouraging trend in the region is the number of companies who are taking steps to improve customer experience. I wouldn’t say they are in the hundred, but very definitely in the tens. … Continue reading
Posted in Advertising, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Internal brand, Local Brands, Machine and human, The Brand Inside
Tagged Airport, Attracting talent, Brand promises, Companies, Cultural values, customer experience, customer service, Developing, HR processes, Inducting, Interviewing, Jet Blue, Rewarding, service business, Southwest Airlines, Talent management, Telemarketing centre
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Walk the talk
Staff behaviour must deliver on brand claims When I think of the millions that companies spend on shaping and communicating their brand offerings, I wonder how much they spend on inculcating brand behaviour in staff. The answer is probably more … Continue reading
Posted in Advertising, African marketing, Brand Marketing, Brand Reputation, Chris Harrison Africa, Human Relations, Internal brand, Internal Communication, The Brand Inside
Tagged advertising, Africa, brand delivery, brand promise, branding staff behaviour, Chris Harrison, customer experience, Marketing
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Online gets physical Retail premises for web brands
In Africa, markets are grappling with getting traditional brands to play in the Internet space. It’s a tough business because some brands may not be suited to that environment yet. In terms of their target audience and brand positioning; or … Continue reading
Posted in Advertising, Africa statistics, African Business, African marketing, Current affairs, Digital space, Direct marketing, Machine and human, Market Research, Social marketing
Tagged A Walmart, Amazon, Apple Store, Brand Innovation, brand story, customer experience, Dublin, Google, Internet space, Mobile Internet, traditional brands
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