Simon Wakeman - marketing, public relations and digital communications

Accepting second best

Monday, July 9th, 2007 at 9:47 pm

What does the outside of a business say about what goes on inside?

Tags: Branding, Customer experience, customer+experience, little+chef, signage, visual+identity
Categories: Branding, Customer experience

Mixing customer experience, marketing and public relations

Sunday, November 26th, 2006 at 10:36 pm

My thoughts on how you can differentiate yourself through customer experience, and how this links with marketing and public relations.

Tags: customer+experience, Marketing, public+relations
Categories: Customer experience, Marketing, Public relations

It’s been emotional

Wednesday, September 13th, 2006 at 6:48 am

Designing customer processes to trigger desired emotional reactions is a key way of differentiating your product or service from its competitors. This is particularly true online where the differentiator of personal service doesn’t come into play.

Tags: customer+experience
Categories: Customer experience

Week in view - w/e September 1st 2006

Friday, September 1st, 2006 at 10:26 pm

Most weeks I see a few things that I’d like to blog, but don’t have the time during the week. So I thought I’d try just saving them until the end of the week when I have a bit more time to do a round-up.

Tags: customer+experience, Marketing, News, public+relations
Categories: Customer experience, Marketing, News, Public relations, Week in view

How we treat our customers

Friday, September 1st, 2006 at 6:46 am

Marketers tend to focus on acquiring new customers, and don’t spend much on looking after existing customers. Kathy Sierra thinks this is a mistake.

Tags: customer+experience, Marketing
Categories: Customer experience, Marketing

Immersing yourself in your customers

Sunday, July 16th, 2006 at 10:33 pm

I used to spend a lot of time when I worked at Boots visiting stores to see how people actually shopped, rather than how people in head office thought they did. The value of doing this kind of customer immersion is as important as ever in the digital age.

Tags: customer+experience, Marketing
Categories: Customer experience, Marketing

Bad experience with my new digital SLR

Friday, June 16th, 2006 at 11:04 pm

A fortnight or so ago I got a brand new Nikon D50 digital SLR from the Jessops store in Bluewater. Returning from a week-long holiday today I was gutted to find that of 326 images I’d taken with the new kit, 151 were corrupted and can’t be read.

Tags: customer+experience, General
Categories: Customer experience, General

A great customer experience

Monday, March 13th, 2006 at 7:13 am

On holiday we rented a holiday property that was a good example of how a great customer experience can differentiate a product or service from its competitors.

Tags: customer+experience, Marketing
Categories: Customer experience, Marketing

Don’t buy from ecyan.com

Friday, December 30th, 2005 at 7:41 pm

Before I buy online from an site I haven’t purchased from before I usually do a Google search on the site name and the term “complaints”. But this time I got caught out.

Tags: Customer experience, customer+experience, General
Categories: Customer experience, General