Marketing is like marmalade

In this article, the author warns brands against overestimating the customer's desire for enhanced customer experience management.

Marketing is like marmelade

James MurphyModel Reasoning

Sometimes brands overestimate their customers' desire for enhanced experiences - so know your limits, says James Murphy.

Imagine if you will, the following moments:

  • Your breath needs freshening before an important pitch and you rush to the corner shop to grab some Wrigley's Extra Spearmint.
  • The finance director has been driving you mad all day long; you get yourself home eventually and pour an inch of Johnnie Walker Black Label, sipping it as you watch some therapeutically mindless box sets.
  • Your home energy supplier has sent you a letter to tell you...

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