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The importance of expectations
6th September 2010
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James
Two of the areas I'm spending a lot of time looking into are the role of expectations when assessing customer satisfaction and brand research communities.
Here's a question - what expectations do customers have when you ask for business ideas? And more importantly what is the effect upon their behaviour when these expectations aren't met?
Remember the much referenced (Show the full text) 'mystarbucksidea', the holy grail of social collaboration / listening projects. What were the expectations of those customers who added one of the 80,000 business ideas. How do those customers feel knowing only SIX ideas were actually implemented (0.0075%).
Some will argue that the customer benefit is at the time of adding the idea, not the eventual outcome. Seems to me that argument fails to take account of how the initial promise was understood. Seems to me if you're going to ask for ideas, better have one to explain if you don't act on them!
We're in!
31st August 2010
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Keith
We're finally settled into our new offices. Apart from a few crates lurking around and the usual IT gremlins, it's business as usual.
Here's our new contact details:
Colston Tower
Colston Street
Bristol
BS1 4XE
T: 0117 317 7620
Come and see us and check out our view.
On the move!
26th August 2010
Keith
From Tuesday 31st August Flourish will be in brand spanking new offices in Bristol. We're not going far – just (Show the full text) down the hill, into the heart of the city. Here's our new office address:
Colston Tower
Colston Street
Bristol
BS1 4XE
We also have a new telephone number, which is 0117 317 7620
Otherwise all the usual contact details are the same. We look forward to seeing you in our new place very soon.
Now, back to the packing!
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UIA ask the people of Liverpool to join the Union of Savers!
8th July 2010
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Gunders
UIA insurance is launching a test campaign in the Merseyside area to boost awareness and drive sales of their great-value home insurance product.
The integrated campaign encourages people living in and around Liverpool to join a fictional movement called The Union of Savers. The work features real-life UIA customers and uses a stylised retro look to add to the union-propaganda feel.
Producing work with standout in the home insurance sector is notoriously challenging. UIA offered us the freedom to create a campaign with a powerful rallying cry that really cuts through, but would also work alongside hard-hitting savings messages.
The campaign runs throughout July and August and utilises an extensive media plan, including outdoor, press, DM, insert and radio.
We think it looks and sounds great - why not take a listen to the radio ad.
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