Power of public relations and the rise of celebrity hype

This week has brought about an interesting news item in terms of marketing thinking. On almost every mainstream daily newspaper in the UK this week the sad demise of Jade Goody has appeared to be on the front page. While it certainly is a sad event, when I saw this news item grabbing 2 of [...]

Written on March 23, 2009 | Posted in Blog | 4 comments

Customer satisfaction: Is that what we should measure? Really?

While discussing with some of my MBA students the issue of customer satisfaction measurement (especially customer satisfaction surveys) cropped up. Over these years, when talking to managers about market research the issue of satisfaction measurement, customer satisfaction survey and employee satisfaction survey are among the top five issues. However, I always ask the question as [...]

Written on March 14, 2009 | Posted in Blog | 1 comment