How Charlotte Tilbury listened to customer feedback to transform customer service


“Beauty is not an exclusive club—there are no unattractive women, just some that don’t know they can be beautiful. They don’t understand the power of makeup and how it can transform their outer beauty, but also their inner confidence.” Charlotte Tilbury for Byrdie.

Charlotte Tilbury aims to make "every woman the most beautiful version...

By Matt Eames, 13 January 2017, 0 comments. Categories: Branding, Case Studies, Customer Experience.

Why more needs to be done to address fake online reviews


President Obama has signed into effect a new law that stops US brands from punishing its customers for leaving bad reviews. The Consumer Review Fairness Act of 2016 makes the practice whereby businesses hide non-disparagement clauses in their terms and conditions illegal.

The aim of the bill is to stop companies from imposing penalties on consumers who would leave negative comments on websites.

The bill comes at a pertinent time when...

By Matt West, 04 January 2017, 1 comment. Categories: Branding.

Odds are, they’re interested in your offer - not your gaming brand

It’s a truism of digital marketing that attention is the first step towards profitable action. To win customers, you need to cut through the noise, get noticed, and have an offer that compels customers to click.

No more so is this the case than in the online sports betting industry. A hyper-competitive market composed of hundreds of bookmakers each vying to capture consumer interest in everything from which team will get the first corner kick to an ambitious trifecta at Newmarket.

In this industry the...

By David Gosen, 07 December 2016, 0 comments. Categories: Branding.

Comic Relief's new Red Nose Day partners include Pinterest, Snapchat and Unruly

(c)Comic Relief

A number of brands - including martech and social media vendors - are partnering up with Comic Relief for the first time to support Red Nose Day 2017

New partners such as adtech firm Unruly, Snapchat, Fitbit and Pinterest will add their names to the list of brands who support the campaign year after year. 

Oxfam has for example championed Red Nose Day since 1988, and Sainsburys has raised over £100m for the cause since its partnership with Comic Relief in...

By Rachael Power, 25 November 2016, 0 comments. Categories: Branding.

Why it’s time Apple took a bite out of Black Friday

‘Friday can’t come soon enough’: that’s the message of Apple’s latest advertising campaign, hinting that the tech giant will be taking part in Black Friday for the first time this year.

In a somewhat unexpected move, Apple’s participation could help cement the day as a global retail event, but what is the company’s reason for jumping on the bandwagon now? 

By sticking to a traditional, one-day-only sale, Apple has created a point of differentiation 

Is it a...

By Chloe Barrett, 24 November 2016, 0 comments. Categories: Branding.

What is the purpose of brand purpose?


As a design agency approaching a new client brief, our first challenge is to get to grips with (or in some cases define) the company’s brand purpose, because this should be at the heart of any communication.

But what is brand purpose?

Simply put, it’s the reason your brand exists – not just what you do, i.e. sell a product, but something you can offer consumers that no one else can.

Most brands offer something very similar to other companies in the same sector, but...

By Simon Wright, 17 November 2016, 0 comments. Categories: Branding.

Avast CMO: How we revamped our logo


Discovering, understanding and constantly honing your company’s brand identity is essential in today’s fast-moving technology industry. After all, if you can appreciate what your brand really means to your customers, you can always be sure to keep it fresh, relevant and front-of-mind.

Since joining the company in late 2015, one of my first key marketing projects was to look at ways in which we might revitalise the Avast brand, which has been no small feat.

Avast has been...

By Robin Selden, 07 November 2016, 0 comments. Categories: Branding.

The reinvention of brand storytelling in a VR, AR, and AI age


The last few weeks have been abuzz with news stories across the digital and marketing technology industries, as Dmexco 2016 and the ninth annual Social Media Week London has snatched the headlines of the marketing trade press. From Twitter reclassifying its 140-character limit to Facebook Live taking centre stage at Burberry’s SS17 catwalk show and UAE-based bank, Emirates NBD launching AI robot in-branch assistants, one thing is certainly clear – the way we communicate...

By Dan Staples, 28 October 2016, 0 comments. Categories: Advertising Technology, Branding, Content Marketing.

Why you should put people first with branded content

Nowadays the world is awash with publishers. News and entertainment broadcasters generate content to be disseminated across TV, print, and online; friends and family post personal histories on our social platforms, and of course brands have looked to connect with their audiences in a similar way.

This took the form of advertisements originally, but more recently brands have looked to grow audiences by marketing to the public through content production.

Naturally we react to these different publishers in a...

By Georgina Williams, 17 October 2016, 0 comments. Categories: Branding, Content Marketing.

How tech brands can market to consumers from an unknown sector

(c) Ltd

We now live in a world where new technology is popping up left, right and centre, with whole new sectors building and emerging faster than ever before.

But as the pace of technological developments continues to increase, tech businesses can find it hard to market new innovations to an audience that is not familiar with their sector.

For instance, most people now know about Uber and Airbnb, companies that operate in the emerging sector that is the sharing economy. However, according...

By Morgan Young, 07 October 2016, 0 comments. Categories: Branding.

Lessons in building a brand from the former CEO of EE


Changing a brand or introducing a new brand can be an expensive and risky adventure. It’s an area where the success stories are sparse. 

was lucky enough to lead a team through one of them; the launch of EE. 

Some of the decisions we took go against the stated...

By Olaf Swantee, 05 October 2016, 0 comments. Categories: Branding.

How to avoid brand fatigue and stay relevant


The relationship between your brand and the customer is susceptible to change. Loyalty is short lived and customers are easily distracted. Unless you keep up with the market’s ever-changing needs and habits, something better will come along and your brand will, inevitably, get dumped.

Where once your brand inspired fond feelings and thrilled its customers, brand fatigue evokes the opposite. It doesn’t happen overnight, but if left unchecked it can damage your business beyond...

By Guy White, 03 October 2016, 0 comments. Categories: Best Practice, Branding, Case Studies.

Why gamification could be the answer to your marketing woes

(c) Komlen

It’s not often you leave your office in the City and see suited and booted business professionals immersed in their mobile phones, searching for an invisible object. Nor is it the case that teenagers have been excitable about leaving the house to go on a wild-goose chase, rather than watching the newest episode of Made in Chelsea.

Then came Pokémon Go.

Only a couple a months ago we saw the launch of this viral game and people headed out to the streets in a bid to hunt all the Pikachus...

By Luca Pagano, 30 September 2016, 0 comments. Categories: Branding, Data-driven marketing, Gamification.

Lush, first direct and Amazon top customer experience brand list - but why?


Financial institution first direct has topped the list of brands which excel in consumer experience in the UK.

KPMG Nunwood’s 7th customer experience analysis report this year took a look at over 280 brands and 10,000 customer reviews to narrow down exemplar 20 companies in the UK who were treating their customers the best.

While in general KPMG says there has been an...

By Rachael Power, 23 September 2016, 0 comments. Categories: Branding, Customer Experience.

DMEXCO: A recap from last week's marketing expo


If you have not been to DMEXCO (the Digital Marketing Exposition and Conference), it is difficult to describe; colleagues who had been before described it as 'a digital jumble sale' and 'everyone you’ve ever heard of, all in one place'.

All of these proved true on our visit to Cologne last week. More than anywhere else, DMEXCO embodies the continued explosion in marketing technologies and digital capability, with over 1,000 exhibitors from automotive, augmented reality and search, through to...

By Sophie Wooller, 22 September 2016, 0 comments. Categories: Branding.

Work with creatives to get your branded content noticed, urges Yahoo

As a journalist, I tweet a lot. So much so, that many of my tweets and posts don't get more than perhaps one or two likes and retweets on average. 

Occasionally, I'll share something though that gets liked, shared and retweeted off the charts - and it's interesting to analyse what kinds of posts they are. 

I can share work I've done over and over - but ultimately, it's tweets that connect with my audience of followers that will get the most attention. In recent times, it's been a Roald Dahl quote...

By Rachael Power, 14 September 2016, 0 comments. Categories: Branding, Customer Experience.

Why marketers should be thinking about brand reputation management


In the fast-moving, always-connected landscape of social media and the online press, brand reputation management can be challenging to say the least. Hundreds of millions of news stories, blogs, social media posts, photos and videos appear online every day.

Keeping track of these conversations is essential, but it’s easier said than done. With so much data coming from everywhere, manual monitoring has become a task that is time-consuming and counterproductive at best.


By Georgina Parsons, 08 September 2016, 1 comment. Categories: Branding.

What marketers can learn from Sainsbury's #MealDeal rebrand


Sainsburys faced some interesting social media comments today via Twitter, as it revamped and rebranded its lunchtime meal deal offering. 

According to its official Twitter feed, it has changed packaging, ingredients and the items available in a £3 meal deal as of today.

Its 'On the Go' products are now fresher, more varied and include more choice for consumers, its Twitter feed claims, but many tweets suggest that their usual products have been...

By Rachael Power, 05 September 2016, 0 comments. Categories: Branding.

Video, pictures or VR: The best options for brand storytelling

(c) Katalin Kondoros

When was the last time you clicked through a Facebook ad? For most of us, it’s actually quite tricky question to answer despite using the social media service on a daily basis.

The fact is even targeted audience technologies that are deemed sophisticated within the industry are still viewed by consumers as an annoyance and a barrier to their desired content.

According to LinkedIn, 4.6 billion pieces of content are produced every day and in many cases these simply...

By Chris Hall, 02 September 2016, 1 comment. Categories: Branding, Video & Audio Marketing.

eSports: What's next for brand sponsorship now gaming’s gone mainstream?


Manchester City hit headlines earlier this year for its latest signing: an 18-year-old star who will never have to kick a football. Kieran Brown is the club’s first official eGamer, and will represent The Sky Blues at international eSports tournaments and fan events.

Far from a one off, it follows similar signings by West Ham and German side Wolfsberg, confirming that eSports has well and truly gone mainstream. 

And it’s not just in football that eSports is becoming big...

By Nathalie Zimmermann-Nénon, 02 September 2016, 1 comment. Categories: Branding.