6 of the best from 2013

Here, for you to enjoy with a cup of tea in the afternoon of the first Friday of 2014, is a compilation of excerpts from and links to the best blog posts I came across last year. Among a wealth of other nuggets I sifted through, these are the ones I found most thought-provoking and…

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Nothing beats good customer service

As memories of a carefree summer fade and the coming winter revs up its engines, so the storms of complaints about businesses seem to have become deafening. From bitter disputes on trains about autumnal service glitches and painful season ticket price rises, to the furore over 10% fuel bill hikes, it seems that everyone has something to moan…

2012: When online marketing becomes marketing

[First published as an UpFronts column in Figaro Magazine on 3/01/12] This year opened with the predictable news that online marketing budgets were on the increase once again (72% of companies said they were increasing by 35% on average) and much has been made of the increasing budget allocated to online channels, mainly at the…