Why customer service is the new marketing!

Some brands have a nasty habit of considering customer service as only a necessary evil. For such brands, it is a headache and cost center that is better outsourced whenever possible. Instead of shutting up and going away, in this internet-enabled world, customer...

The Battle Of The Beauty Portal

In the beauty business — just as in any FMCG sector, be it food, fashion, household care or appliances — there is a handful of multinational conglomerates that each own a whole corpus of brands, most of which compete with one another. To the extent a...

The Maddening Truth About Disruption

A lot of conferences, books and businesses are talking about disruption. With so much banter, it’s hard to get to the bottom line truth about disruption. On Google, there are now 43.4 million search results for the term, with some massive spikes over the last 10...

How to Navigate Digital Transformation in 3 Key Steps

Having accompanied a number of senior executives in setting and driving the digital transformation agenda, it strikes me that many people continue to take it from the wrong point of view. Just like BIG DATA is anything and nothing, can be powerful or ineffective, can...

Mindset Shift – Mind The New Gap

Ever since my days at university, I feel like I have been involved with or needing to mind the gap. At the end of the day, it’s a great way to sum up my own mindset shift. I did a “gap year” — although it was hardly the fanciful...

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