Heathrow Terminal 5 is in need of an urgent look at its customer journey… literally I recently took a British Airways flight in business class on a brand new 787 “Dreamliner” on one of the first ever non-stop flights between London and Austin Texas (it was...
In the ongoing evolution at the workplace, nothing makes the challenge of digital transformation more urgent and tangible than the question of access to the internet and the use of personal devices, characterized by the term BYOD (bring your own device). It is...
A simple business plan: Make products that people want to buy. Over the last years, we have seen an increasing emphasis on customer centricity. It seems clear that the direct relationship that one can now have between brand and customer has rendered being...
If you are presently considering enhancing your digital marketing strategy, you need to know that the path will likely be tricky (a) if the top brass doesn’t fully endorse and embody digital, (b) the other departments are not involved and (c) you haven’t...
The digital in retail blueprint… As companies continue to construct digital marketing strategies and plans, one area that still remains embryonic is the use of digital in retail. The question that retailers are asking themselves is how to use digital to...