MBS Intelligence
Marketing & Strategy
Australia: leading the way
I have just returned from visiting our clients in Australia and New Zealand. The New Zealanders were still reeling from their loss against England in the Rugby semi-finals – so it was very easy to move the...
The future of loyalty: not just point scoring
As the battle for share of wallet rages on, it is becoming increasingly critical for businesses to cultivate long-term customer loyalty. The concept is no longer just a way to ensure customers are not lost to...
Gaming: time for marketers to hit the reset button
It’s been nearly 50 years since Atari’s Pong became the first commercial game to gain mass market attention. Since then, gaming has moved out of arcades, into the bedrooms of teenage boys and back out on to the...
Why do luxury pop-ups work and who’s doing them…
At the beginning of July, Louis Vuitton announced New York as the next location in its global pop-up tour. The 6,000-square-foot monochromatic space covered entirely in neon green ran from 12th until 21st July and...
The role of consumer brands in redefining social conscience
With the rise of the #MeToo movement, the #BlackLivesMatter campaign, an increased appreciation for mental wellbeing, and our impact on the environment, we’re more aware of our social and ethical impact than ever...
Careful curation, expert advice and customer experience: the role…
Last month, Amazon became the second company in history to achieve a market capitalisation of more than $1tn. It did so because it provides customers ease, choice and value. It’s the same recipe that worked for...
A Customer Service Story (Part II)
Thirteen years ago I bought my first electric car from Steven Cain, now the CEO of Coles in Australia, which was the tiny little REVA G-Wiz, made in India. It was one of the easiest purchases I ever made – only for...
A Customer Service Story (Part I)
I, like many consultants, attend talks and conferences in the hope of being inspired. Over the years though I have mostly been disappointed and have found the talks at conferences to generally be ‘bog standard’: a...
Glossier and customer centricity in the digital age
Glossier, the direct-to-consumer beauty brand from Emily Weiss, did not begin with a product - it didn’t even begin with a firm plan to create a product. In Emily’s own words, she didn’t have “some huge...
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