Why Customer Experience Measurement is Biased and How to Fix it

Why Customer Experience Measurement is Biased and How to Fix it

My car recently came due for servicing, which ultimately delivered a rather interesting experience. I took the vehicle to the service centre on the designated day, but several things went wrong, and I didn’t get it back as planned. Needless to say, I was anything but happy. Why am I telling you this? Well, things […]

Luxury Brands and Advertising Budgets: A Redirect Needs to Happen

Luxury Brands and Advertising Budgets: A Redirect Needs to Happen

No one can accuse luxury brands of cutting corners where advertising spend is concerned. On average, they divert 8% of their turnover into funding advertising initiatives. In the US for example, luxury brands invested more than $5 billion in advertising last year, accounting for a significant portion of overall marketing expenditure. Love it or hate […]