In December 2007 we blogged about the businesses which would do well, despite the recession. One of the brands we identified was John Lewis. Today they announced record profits. This is the value of great customer service, and great sentiment scores.
Author Archive: Mark
Reputation management
February 24th, 2010 — MarkMark Rogers, CEO of Market Sentinel, talks about the John Terry case on Radio 4’s Law in Action. Reputation can be measured, and so can damage to it.
“Britain’s worst insurer” – but can you credit it?
October 22nd, 2009 — Mark“Britain’s Worst Insurer”. You have to click on a subject line like that, don’t you? It was on email which arrived in my inbox this afternoon. Lovemoney was the sender. The title of “Britain’s Worst Insurer” went to Aviva, but the lack of any positives in the write-up was striking:
“Only a tiny 8% said Aviva was ‘ok’ [...]