Analysis & Opinion

Headed for a breakup with your best customers?

They’re looking for someone who gets them. Think of it as a personal ad … from one of your best customers. For most service marketers, it’s a pretty chilling message, one that reflects an important truth that we uncovered in our recent study, Service Marketing in the Era of Brand Vulnerability. More than ever, the… Read More
Analysis & Opinion

Mad women: which service brands have women seeing red?

To fuel the female-centric creative that we’re developing for our clients, Mullen’s Frank About Women took a current pulse on how women are feeling about customer service and service brands. We fielded a national consumer study covering a wide spectrum of service-based categories, and our findings reinforce just how tenuous the relationship is between women… Read More
Analysis & Opinion

Game changing questions for service marketers

While working with our service-industry clients to assess their brand and business-building strategies and programs, typically we begin by asking some potentially game-changing questions: What’s your plan for branding from the inside out? Are your employees steeped in the brand? They better be, because the strongest service brands today are built on an employee base… Read More