Read Chris every week in the African press.
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Tag Archives: Experience
Brand delusion
As I move around our Continent, helping to improve enterprise culture and customer experience, I am becoming increasingly aware of an important trend. It relates to organisational brands, particularly in well-established businesses. I’m discovering that business leaders and senior management … Continue reading
Posted in Advertising, African Business, African Leadership, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Chris Harrison Africa, Culture change, Internal brand, Internal Communication, Local Brands, The Brand Inside
Tagged )Continent, Africa, brand, Businesses, Culture, Customer, enterprise, Equity, Experience, HR teams, KPI’s, Leaders, Logo, Organisational brands, Recruitment, Senior management
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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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The Three E’s
All businesses rely on a combination of three drivers of value creation, the ‘3Es’ of efficiency, effectiveness, and experience. Efficiency has been and remains a dominant driver of profitability since the industrial revolution, Taylorism, invention of the assembly line, and … Continue reading
Posted in Advertising, Behaviour change, Billboards, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Global Brands, Human Relations, ICT, Internal brand, Machine and human, Market Research, Social marketing, The Brand Inside
Tagged Brand behaviour, Businesses, CEO's, competitor, Customer, Effectiveness, Efficiency, Experience, Gillette Fusion’s, Global world, Industrial revolution, Invention, iPhone, iTunes, Kaizen, Market appeal, Price, Reengineering, Taylorism, website
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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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From bland to brand
Brand experience, not just customer service, is increasingly the main differentiator for modern companies. Professor Nader Tavassoli (www.nadertavassoli.com) of London business School suggests that there is a clear process to creating a true brand experience. His latest case study features … Continue reading
Posted in Advertising, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Corporate Social Responsibility, Crisis Management, Culture change, Direct marketing, Global Brands, Internal brand, Local Brands, Machine and human, Market Research, Social marketing, Social Media, The Brand Inside
Tagged 2015, Africa, Apartments, brand, Business, Chinese, Companies, Consumer insights, Credit cards, CSR, Culinary, customer service, Diploma, Electricity, Energy, Entrepreneurs, Experience, Hong Kong, Insurance, Iron, London, Mobile app, Nike, oil, Restaurants, School, Teleco, Towngas, World
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Use it to build your personal brand When you write a regular column, and people are kind enough to read it, you sometimes create problems. Some are beyond your control. Dodgy sub-editing by the publisher’s team can make you look … Continue reading
Posted in Advertising, African Business, African marketing, Brand Marketing, Brand Reputation, Chris Harrison Africa, Empowerment, Internal brand, Kenyan Market, Market Research, Marketing Strategy, The Brand Inside
Tagged Africa, Agencies, Articles, brands, Business, Clients, Companies, CV, Development, Education, Experience, ICT, Ideas, Industries, LinkedIn, Markets, National, PR, Products, Professionals, Publishers, Services, social media, Telcos
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