Smith + Co

Our purpose: to define, design and deliver customer experiences that differentiate brands. #CX #CEM Tweets marked SS are by our Founder Shaun Smith.

[Smith + Co @SmithCo_CEM]

Today @FT announced their ‘UK’ Leading Management Consultants’ report and we’re delighted that Smith+Co is awarded for the fourth year running. Research is conducted with peers and clients by @Statista_UK and we’re the only CX specialist awarded. Thanks to all our lovely clients!

[Smith + Co @SmithCo_CEM]

20 years ago we featured #VirginGalactic in our book ‘Uncommon Practice: people who deliver a great brand experience’ and today they did just that sending three commercial passengers into space. Congratulations to #RichardBranson for sticking with his vision.

[Smith + Co @SmithCo_CEM]

@lensiseethrough Oh dear, it seems the CMO of @CostaCoffee should have read my recent article on the dangers of mixing cultural activism and marketing. I had a great deal of admiration for @CostaCoffee when they were owned by Whitbread. How did they get it so wrong? https://t.co/89UxBM2Roj

[Smith + Co @SmithCo_CEM]

What is the role of human effort, compared with AI, in generating positive customer experiences?
#ai #customerservice #cxstrategy #cx
https://t.co/9vEOm0dC81

[Smith + Co @SmithCo_CEM]

Seems like @Target should really have read my recent article!
https://t.co/89UxBM2Roj

[MyCustomer @MyCustomer]

Budweiser and the risks and rewards of social activism

https://t.co/HvBSoo2gUV

#cxmanagement #customerexperience #custexp #CX

[Smith + Co @SmithCo_CEM]

It gets worse for @budlight . As a result of their recent campaign sales dropped 21% in a week whilst competitors like Miller and Coors Light gained 21%. What can marketers learn from this? This article suggests a guide to getting it right. https://t.co/nuMMI0wJpL

[Smith + Co @SmithCo_CEM]

Nike and Bud Light have been in the media spotlight over the past two weeks with both brands experiencing significant consumer backlash over their use of trans-activist Dylan Mulvaney in recent social-media campaigns. What should we learn from this?
https://t.co/75kBXliLai

[MyCustomer @MyCustomer]

CX leaders bullish about budgets & planning for big tech investment, finds new MyC research - read our survey of 150 senior CX professionals, in collaboration with @EuropeanCXOrg, with analysis from experts including @martinhw and @SmithCo_CEM https://t.co/wjyrUOCiEL #custexp

[Smith + Co @SmithCo_CEM]

There has been a lot of media attention on @JohnLewisRetail recently. Some partners and consumers are uncomfortable with the changes planned yet the brand is losing market share so where should it look to find success in the future?
https://t.co/5jZqhLylwR

[Smith + Co @SmithCo_CEM]

The results are in and so are we! https://t.co/SSAmUQbFRB

[Neil Davey @neilcdavey]

The five CX fundamentals to focus on in a bear market - advice from Shaun Smith of @SmithCo_CEM
and @caffeinepartner https://t.co/VtfPA987Em #custexp

[Smith + Co @SmithCo_CEM]

I had the pleasure of interviewing #julianricher for our book 'Uncommon Practice - people who deliver a great brand experience' and we subsequently featured #richersounds. I was reminded by reading his column in the #Sundaytimes https://t.co/xoIyAI3qs3 #people #brand

[Smith + Co @SmithCo_CEM]

Is Virgin Media O2 'Wokewashing'? This thought provoking article argues that they are indeed and the same can be said of other brands. The fact is that virtue signalling does not excuse a poor customer experience. See what you think. https://t.co/ycRnR7JkRo

[Smith + Co @SmithCo_CEM]

This is what I call branding! Even the hoarding disguising the construction work ⁦@Burberry⁩ new Bond Street store is beautiful and echos it’s iconic check.

[Smith + Co @SmithCo_CEM]

@FT and @Statista_UK announced @SmithCo_CEM is included in the 'Financial Times UK's Leading Management Consultants 2022' for the third year running. Thanks to our peers and our amazing clients for their recommendations.
https://t.co/ahWTfjeGlV

[Smith + Co @SmithCo_CEM]

There is so much 'BS' written and spoken about brand purpose that I thought I would try to cut through it to create some clarity. Please read my short blog and let me know if I have succeeded!

https://t.co/Td509VoM83

#brand #customerexperience #purpose

[Smith + Co @SmithCo_CEM]

The Motivational Speakers Agency @MotivationalUK explore the top customer service speakers for National Customer Service Week 2021. I am delighted to be included along with the excellent Linda Moir @putneyred and Geoff Ram @GeoffRamm. https://t.co/xgWJEosFxA

[Smith + Co @SmithCo_CEM]

Just a reminder to hear my panel at 17.00 BST with other CX leaders to discuss The Path to Better Experiences. https://t.co/CrZ3xsUGqI #cx

[Smith + Co @SmithCo_CEM]

I am looking forward to joining other CX leaders to discuss The Path to Better Experiences with @DocuSign https://t.co/CrZ3xsUGqI #cx #customerexperiencemanagement #customerexperience