Benchmarks are an important part of our decision-making. However, pick the wrong benchmarks, or contextualise them misguidedly, and you risk making the wrong decisions.

No other sector needs to rebuild trust, consideration and advocacy in the way retail banking does. In addition, the continuing digital revolution is increasing media fragmentation, making it more challenging for media planners to get the best bang..

Five rules to make a positive impact on brand consideration in your brand

Marketers often find that certain touchpoints can get left off media and channel plans due to a lack of understanding about how they work. For over a decade we have been capturing experiences across markets, sectors and products, so we tend to see..

The key challenge marketers often face is that they may know how some of their media and channels are working but there are gaps in their knowledge. Many media and channels are completely misunderstood or there is no knowledge about the contribution..

First Direct win out when you look at customer satisfaction, however, when you look at customer experience or brand experience, it’s Nationwide that’s the star performer.

We are overloaded with data – it’s coming from our call centers, our websites, our retail partners, our media agencies. Yet in spite of being awash with data, we have a data black hole. We’ve got GRPs, click-throughs, Likes, Share of Voice to help..

Challenger banks are all the rage! From Atom to Monzo, Virgin to Metro, everybody’s talking about the changing face of banking. Open banking and the CASS initiative is laying the groundwork for easy switching.

The advent of publicly published league tables of customer service quality for banks has made a few waves. First Direct topped the table of customers surveyed – and promptly trumpeted the fact through all conceivable media. But does this make them..

Marketing and insight clients often ask us: How can I get a picture of how all my touchpoints work together? How can I understand the effectiveness of owned and earned media as well as paid media? Which media should I be putting my budget towards to..

The whole idea of ‘brand purpose’ is everywhere these days. For marketers, it’s not just about nice words, but about knowing how people really feel about their brand, and what is really driving brand loyalty in today’s world.

We are surrounded by headlines like “America is facing a ‘retail refugee crisis’ as thousands of stores shut down and millions of people become the ‘blacksmiths of their era’” (Business Insider, September 2017). We knew that digital would transform..