The Power Report: Schweppes raises the bar — will Coke follow?
by Megan Power (@Power_Report) An interesting thing about the recent Schweppes soda-water ‘apology’ is that nowhere in the actual 1 minute 16-second video posted on social media does the word “sorry” appear. But it doesn’t matter. What Schweppes has...
The Power Report: Mind the gap — ASA liquidation leaves vacuum
by Megan Power (@Power_Report) I didn’t cheer the demise of the embattled Advertising Standards Authority this month. For all its faults — and it seems there were many — the independent industry regulator offered a voice, certainly to weary consumers...
The Power Report: When it’s just too much effort
by Megan Power (@Power_Report) Effortless customer service. It’s such a cliché — but one not to be scoffed at. Consumers indeed rate their interactions with brands and services on how much effort they’re forced to put in. Not rocket science The more...
The Power Report: Hello… is there anybody out there?
by Megan Power (@Power_Report) In a world increasingly seduced by artificial intelligence, big data, in-app services and chat bots, the much-maligned call centre can be oddly reassuring, even with the tedious menus, inevitable waiting on hold and the...