Ask most B2B marketing teams to define "brand," and you'll hear about messaging frameworks, visual systems, tone of voice… But ask a high-performing CMO, and you'll get a fundamentally different answer: brand is leverage. So how do you build a brand that moves markets?

I’ve now decided to kickstart my next entrepreneurial adventure, which I’m setting up while continuing to serve my Red Loom clients. It...

5 reasons loving your customers can lead you straight to failure: foundations needed to support long-term success of a CX programme

As many nations present their plans to come out of lockdown safely, it strikes me that we should all use this opportunity – if you can...

How can businesses (small and big) survive COVID-19 / Coronavirus, both in the short and the long-term? Never in a million years could we have imagined the challenging circumstances in which we find ourselves. Alongside numerous peers in the consultancy business, I find myself competing with the most pressing priorities we’ve seen in the industry for, well, as long as anyone remembers. To spell it out, how can businesses (small and big) survive COVID-19 / Coronavirus, both in

I do believe that the industry should spend less time debating NPS and more time deploying action-driven CX programmes that link to the...

As technology and methodologies make it simpler than ever to support great CX management, what’s holding CX professionals back from delivering true innovation? We’re approaching the end of the Autumn conference season! Tis a season that used to drive me crazy in my event-building days, making sure our presence at all industry events was maximised, that we met the right decision makers, that we were positioned in the best light possible (physical placement as well as branding

In this article I offer 3 key domains where CX and marketing converge: customer retention, customer acquisition and increased customer...

When was the last time you took a proper look at your CX programme and ensured it is fit for purpose and used to its full extent? It’s...

Most of this blog’s readers will know what SMART goals indicate, and although there are a few variations of what the acronym stands for, they’ve represented a great way for many organisations to determine whether an objective has been set correctly. This model, if you can call it that, can be applied to all business areas, and generally helps manage projects and build plans that deliver results. Creating (or reviewing) your goals when it comes to Customer Experience, or Voice

It was with great delight and much anticipation that I joined Red Loom a few weeks ago! Along with over 20 years of experience in...