Just keeping it real, people.

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August 2, 2016

Lucy Baldwin

Video marketing is taking over, and it’s great!

In the last week I have watched a penguin waddling down the road to collect fish in his backpack, people doing anything from drinking coffee to pushing a trolley in their ‘Active Wear’, a small child reacting to the news that he will soon have a baby brother or sister, and a guy asking his girlfriend repeatedly what E-YES spells. It’s EYES people! And these were just a select few of the videos that popped up in my Facebook feed having gone viral across the globe.

It got me thinking, what was it about each of these videos that made them so compelling, and eminently shareable? Indeed, what is it about videos in general that makes them so popular that they circulate the globe within seconds?

Three things came to mind. Each video did at least one of the following things REALLY WELL:

1. Provoked laugh out loud amusement

2. Touched on a consumer trend

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An attitude, not a process

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August 2, 2016

Claire Gallagher, Internal Brand Director

Are you really happy to help?

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Maya Angelou

We all know the secret to business success is happy customers and yet customer service standards are at an all time low in Australia. A recent report from Accenture suggests the cost of poor customer service in Australia is $122 billion. (B&T Magazine, 11 April 2016) So where does it all go wrong?

Customer service is an attitude, not a process

Customer service is an attitude, not a process. The Accenture study/ B&T article revealed ‘human interaction remains a vital component of customer satisfaction, even in the ‘digital age’. The majority (81 per cent) of Australian consumers would rather deal with a person over digital channels when it comes to solving customer services issues and getting advice.”

Surely, then, our focus should be on creating the right attitude in people, so they actually ...

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Re-enforce the ethos of the trench.

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August 1, 2016

Lucy Baldwin

How did Burberry turn things around?

How did Burberry transform from Britain’s ‘chavviest’ brand to world premiere luxury label and millennial brand of choice?

Burberry was founded by Thomas Burberry, a British Baptist and tee-totaller. Back in 1879, he invented gabardine – a waterproof fabric that revolutionised rainwear. In the early days Burberry made clothing built for the great outdoors – Roald Amundsen went to the South Pole and Ernest Shackleton to Antarctica, in Burberry. So highly regarded was the Burberry line for its quality and durability that the War Office commissioned it to design the ‘trench coat’ worn by officers in World War I.

Fast-forward to 2002, the Burberry brand was no longer a mark of British exploration, military victory, and class, but the uniform of C-list celebrities such as Eastenders actress Danniella Westbrook. It had become synonymous with ‘chav’; a trademark of the undesirable side of society – the hooded gang member, the trouble causing youth. The negative reputation of the chav check was ...

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