Why brands must service customers like butlers

This article posits that marketers must remember that they are in the business of building customer relationships and that the best brands behave as butlers.

The conversation left me speechless. A group of friends gathered around the kitchen table for our bimonthly book club night - a chance to catch up on each other's lives as much as debate a good read. One was talking about her time spent on the board of a major business in the City and, for obvious reasons, I was intrigued to know how those at the top got inside the heads of their customers. So I asked: "How often do consumers get talked about in your boardroom meetings?" "Never." "What, not once in the last year?" "No, never. In...

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