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Fitbit after sales builds positive brand differentiation and loyalty

How after sales contributes to brand reputation After sales is often non-existent, designed to minimise costs, or simply not a priority for many brands – but it should be. With more and more consumers reading reviews online before purchasing, after sales service is becoming an…

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Evidence that Woolworths Rewards has damaged the brand

One year on, evidence that Woolworths Rewards has caused brand damage and impacted the bottom line. When Woolworths relaunched their rewards programme in 2015, we commented that had the potential to alienate loyal customers and cause brand damage. Now, a Fairfax media report shows how…

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Fashion Retail Meets Technology in Ralph Lauren's New Smart Dressing Rooms

The Smart Technology Trend Continues for Retail Brands As retail brands continue to look at innovating their spaces to create stronger and more engaging customer experiences, Ralph Lauren in New York has gone high tech.

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Why Customer Loyalty is the new Customer Acquisition

Business Can No Longer Afford Traditional Customer Acquisition Strategies “It’s no longer a game of what brand a retailer can grow fastest, but who can keep their existing customer happiest” explains digital loyalty expert Sarah Judd Welch in PSFK’s recently released Future of Retail 2016…

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Are snack brands leveraging Canteen cred to mislead parents?

Guys, Honesty Builds Brand Loyalty. In the highly competitive snack food category the current battlefront is a brand’s ability to successfully position its products as ‘healthy’ in the minds of consumers. As brands seek to gain every advantage there’s been a shift from hard earned…

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Brand promiscuous behaviour: analysing daily brand consumption

Are we loyal to the brands we use on a daily basis or do they simply serve a purpose ready to be traded in for the next best alternative that comes along? We often talk about how brand loyalty is a dying art with more and more…

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Branding Vs Customer Relationships – Truly Deeply founder David Ansett to speak at Melbourne Event

Are branding and customer relationships separate or intertwined? Earlier this year, Harvard Business Review published an article stating the value of branding is diminishing, and strong customer relationships trump powerful brands. Join David at Collective Campus for a 2-hour panel talk about the growing importance…

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Toyota's brand image being tarnished by association with extremists

Unwanted Customer Loyalty Leads to Negative Brand Associations for Global Car Manufacturer Whether they like it or not, Toyota has been adopted as the car brand of choice for some of the most reviled extremists in the world. It seems every second image of ISIL…

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How brand loyalty programs can kill-off customer loyalty

Times are tough enough in retail land without disappointing loyal customers Last weekend my wife went shopping for some new bedding. As has become habit she headed straight to our local Adairs, a chain of homewares and manchester retail stores in Australia. We’ve been members…

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Is customer engagement the new customer loyalty?

Today’s post is an article written by Brandhook, good friends of ours and the sharpest brand research and insights agency around. Last month I attended the Customer Loyalty and Engagement Conference in Sydney and although the speakers represented a wide range of industries, what emerged…

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Discounting pricing strategy – detrimental to retail brands

When a brand continually discounts its goods or services do you ever want to pay full price for those same goods when they aren’t on sale? Every time I visit Katmandu they are having a sale and its usually a substantial one with discounts of…

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Customer Loyalty – The Holy Grail for Brands

78% of consumers are not loyal to any particular brands – Ouch The last decade has seen a dramatic shift in customer loyalty leading to tough times for brand managers, marketers and owners. It’s never been tougher to make a quid from business, and it…

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