How to be a customer champion: turning insight into action
Martin HaywardConsumer Strategy and Futures, dunnhumby
When I started my career in marketing with Ogilvy & Mather in the early 1980s, life was slower. Email hadn't yet been developed, so the arrival of the morning's post set the agenda for the day. Lunches – with booze, of course – were viewed as an important part of the day's business priorities; research respondents had to be found on the street by ladies with clipboards; and Nielsen reported on sales in the grocery sector bi-monthly, with a four-week lag, so it...