I look at a brand like a cake: the logo and livery are the icing on the cake, and the cake itself is the product/organisation made up of various ingredients such as quality, service, culture etc. Sure we can design the icing to look mouth watering and delicious, because this first impression is the key to enticing the consumer to take that bite. But on chomping into the cake if we are left with a bad taste in the mouth there is no way we will be coming back for another bite.
Explore our historical blog articles for nuggets of wisdom (and random musings) from our crew.
As marketers, we feel very strongly about the concept of brand management. Almost on a daily basis I see brands treated with little to no respect by the very people who, funnily enough, have the most to loose by having a brand go in a wayword direction – I’m speaking of the owners of the brands themselves.
I’ll warn you now that this blog has nothing really to do with marketing, but is important all the same. Many of us here at Jack in the box have adopted a strict recycling regime at home and at work, myself included. Now that I’ve been made aware of its importance and many benefits, it’s very difficult to break the recycling habit. Secretly I hope for the day when the recycling bin pick-up becomes weekly and the normal bin pick-up is reduced to fortnightly! What is a little confusing however, is what on earth can and can’t be put into your recycling bin. This week I thought I’d shed some light on the matter.
I’m sure you have all heard of the Golden Rule when it comes to customer service: He with the gold rules!
If your next career move is to become a Subway ‘Sandwich Artist’ – your future could be in jeopardy. Fast food, apparently, is too slow. The demands of the ‘instant’ generation (generation Y) has forced fast food giants to seek different ways to fill people’s requests quicker, easier, and without error (aka without human contact).
I’ve always though of myself as being a tech savvy kinda guy, keeping myself abreast with the latest technological developments. Lately, and I don’t know if it’s part and parcel of getting older, but it seems that the world is finally catching up with me; innovations which I thought were only for the Gen X’ers, Y’s and technophiles are being used by everyone.
Unlike my colleagues here at Jack in the box my forays with technology are at best painful to watch and often accompanied by lots of agitated exclamations about just how stupid I think computers are (It couldn’t possibly be my mishandling of the machine that made it crash, could it?). Though I may not know computers, I do know the value of great customer service, and I definitely know a good idea when I see it. So when I heard about Telstra BigPond using the social networking/microblogging site Twitter to communicate with their customers I knew Telstra was on to a good thing.