This opinion piece by Pip Stocks originally appeared in Marketing Magazine. View the original article here. I know I should be writing that expected Christmas themed blog, and I have to admit I tried to make a spurious link to this topic (stressful time, reevaluating life) but it came across as wanky. So here goes Continue reading
If Maslow was developing his Hierarchy of Needs for CX, care would be at the top of the triangle. And he wouldn’t have left it for just some people in the organisation to deliver it, it would be up to all of us to hit that actualisation level. Demonstrating your brand cares means the people Continue reading
This opinion piece by Pip Stocks originally appeared in Marketing Magazine. View the original article here. I went to get a pedicure before I went on holiday. And I had a colour in mind. Red. As soon as I entered the salon, I was directed to the rows and rows… and rows of nail polish bottles on the Continue reading
Apple recently announced the introduction of a new software tool to help wean people off their devices, offering users a ‘digital detox’. There’s a couple of things going on here that I like. Firstly, Apple have taken an active approach in addressing a tension that has arisen in society around the impact of excessive use Continue reading
This opinion piece by Pip Stocks originally appeared in Marketing Magazine. View the original article here. I am really late on this column’s deadline. I might even get the boot it’s so late! So why am I so late? Because I am writing about the importance of consistency and it is BORING! If you asked your friend to Continue reading
You can’t teach an old dog new tricks – an old saying that explains so much in life. From the frustration felt trying to teach a grandparent how to send an email, to explaining why people become more politically conservative with age, to literally why you can’t teach that old dog to do a cool Continue reading
Whether you work in the health care sector, or in regulation, being an expert is tricky. You are in a position where you need to guide your clients to do what is required, and without effective management, they can be left feeling helpless, angry or actually in a lot of trouble. I found myself in Continue reading
Last week a hotel where I booked accommodation surprised me with something I’ve never seen before. We’ve all had that experience where you get to your hotel and settle in only to discover the pillow is not comfortable, leaving you disappointed and frustrated. But this experience was different. After I progressed through the booking and Continue reading
Having a great product or service is one thing, but if the experience you provide is not convenient for your customers, you might be in trouble. I recently read an article about how Birchbox is struggling. In case you’re unfamiliar, Birchbox operates by sending subscribers a box full of beauty product samples each month. While Continue reading
This opinion piece by Pip Stocks originally appeared in Marketing Magazine. I recently had to return the ‘lagging’ PS4 to the large DDS (discount department store) where we bought it. Apart from the trauma of the boys not being able to play Fortnite for a possible eternity, it was annoying for me too. I did expect Continue reading
Sephora have merged their digital and physical retail teams into one department. They describe the initiative as a ‘sign of the times’, and a result of taking a step back and aligning with how today’s customer shops. In her redefined role as EVP of Omni Retail, Sephora’s Mary Beth Laughton explained, “We should be fine Continue reading
Last week was not a good week for me banking wise – I misplaced my bank card and forgot to pay my credit card bill. It was thin ground to be walking on considering my back-up bank card was due for a replacement. But what pleases me over and over again is how convenient it Continue reading
Subscribe to the BrandHook newsletter to receive access to our influential video Entrepreneurial Consumer