Video Series

MIND THE GAP, PLEASE: The Say-Do or the Intention-Action Gap “People don't think what they feel, they don't say what they think, and they don't do what they say.” - David Ogilvy

I am not in my Flat: CUSTOMER SERVICE AS A REVENUE DRIVER? The uncertainty of a wait generates significantly more anxiety than the actual duration of the wait itself. Early in my career, I was managing a dry goods team at Waitrose and what was instilled was that customer service wasn't just a desk at the front of the store but also included keeping shelves stocked so a customer could actually complete their shop. Making the experience a good one (or at the very least not a

The Big Tent Messaging Trap The Big Tent Messaging Trap

STORY TIME - [and yes, I am still salty about this one… You know those moments when you’re giving it a proper go, trying every angle, and all you hit are brick walls with some people? This was one of those. I’ll admit, it really really really got on my wick.

Why do I keep saying Human-led. Data-Driven.? And what does it actually mean? Hello Hello, You will see it plasterd everywhere on my stuff, and it emerged as the distillation of my approach to strategising and decision-making in marketing for the arts.

You might be raising a glass to 100,000 followers, but when those monthly reports land, it often turns out we’re only reaching a small slice of them. Also, are we just speaking to the same people every time?

Hello Hello, Empty flat and a new city, so I’m going to start making some videos and other things (regularly, I hope) to keep me out of trouble.