Category Archives: Retail

The RAC and its car-crash attitude to customer loyalty reflects marketing’s wider problem

I’ve had RAC breakdown cover since 2012. Their basic Roadside Assistance service means that if you break down, a patrolman will come out and try and fix your car, and if he (or she) cannot then you will be towed … Continue reading

Posted in Advertising, Branding, Retail, Services | Leave a comment

What’s going on at WH Smith?

This article has also been published at Marketing:Blogged  I had cause to visit my local WH Smith in Wood Green, North London, on Saturday. Disappointed at not finding some quality paper DL envelopes (very strange for a supposed top stationer) I … Continue reading

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