Crisis communications lessons from Barclays

Friday’s Guardian article looking at the role of PR in the wake of Barclays’ rate fixing scandal is off-track on several counts …


Customer service no longer matters

This seems to be a new, prevailing belief. You might think, in an economic downturn, businesses should focus more sharply than ever on their customers. But on the highly unscientific basis of my recent experience, this just isn’t happening ...


Customer engagement – the sordid truth

We’re surrounded by so much hype about how today's marketing must be all about a relentless pursuit of ‘customer engagement’ through online channels.


Five steps to inject more inspiration into your communications

Vince Cable’s leaked letter, attacking his Government colleagues for lacking a “compelling vision”, struck a chord with me.


Thorny marketing dilemma

An intriguing debate erupted in a meeting last week and I’d be interested to hear any other views.


Child’s play

I’ve been doing some fascinating work with young people. I don’t mean 28 or even 23 year olds but proper young people—from seven to 15 years old.