Employees following a process can never replace a truly welcoming attitude
Retailers in the motoring sector can learn from how other business sectors cooperate.
One of the things that frustrates an academic more than anything else is when you struggle to find an explanation for something that should on the surface be obvious.
Social media and lessons from the sporting world.
For years on Top Gear, Jeremy Clarkson poked fun at what appeared to be James May’s slightly disproportionate interest in the Dacia Sandero.
Companies spend millions on developing both their corporate and product brands and over time you see some rise and some fall in the perception of the public.
I was speaking at the AM Hit for Six Conference in Oxford, elaborating on the thesis that customer satisfaction is a weak measure of loyalty or even repurchase intention.
At the time of writing, the US Presidential election is about to take place. From all the pollsters, the result is too close to call in advance.
A few years ago I attended one of those less than informative manufacturer organised dealer meetings where the network was invited to listen to the latest wisdom to come from head office.
