From silver service to gold standard

Channel 4’s The Hotel Inspector regularly exhorts the hapless hoteliers featured on the programme to adapt to suit the needs of their target market, only to regularly find ingrained resistance to such management and marketing thinking. As with the Fawlty Towers episode with which it shares a name, these institutions find it hard to embrace […]

The sincerest form of flattery?

Two of our big grocery beasts, Sainsbury’s and Waitrose, announced important changes to their own label strategies recently. Readers may experience an odd sense of deja vu on both counts. Sainsbury’s has announced the launch of 120 new products under 12 tertiary brands which will replace its existing, entry-level range, Basics. Keen observers may detect […]

Kids’ stuff

I’ve just returned from a More Than Words session arranged by our local child health team. It’s part of a programme created by the Hanen Centre – a charity, based in Toronto, whose mission is “providing the important people in a child’s life with the knowledge and training they need to help the child develop […]

Whatever your channel, the path to purchase is long and winding

I’ve been struck recently by the number of clients interested in discussing the Customer Journey. For those with a business model focused online, this phrase largely describes the way their customers navigate the internet before hitting on their brand. For others, however, the phrase Customer Journey is used in a manner much closer to our […]

Private Labels To Be Proud Of

Earlier this week, we were invited to attend a review of this year’s design activity at ASDA, along with our fellow agencies on the ASDA design roster. Each agency was invited to present what they considered to be their best work of the year. These occasions are always interesting for a variety of, often conflicting, […]

Design for visibility

The efforts of two of Europe’s biggest chocolate brands, Cadbury and Toblerone, to trademark their colour and shape, respectively, is testament to the importance of these two elements in brand design. Shoppers navigate by colour and shape, and no matter how clever the design, or how emotionally-engaging the brand story behind it, it won’t sell […]

Authenticity and Yorkshire Puddings

Tesco’s “Fake Farms” strategy has been back in the news recently, following the broadcast of a TV documentary showing chickens sold under their exclusive Willow Farms brand being packed in unhygienic conditions – and perhaps not appearing quite so “exclusive” as Tesco would have us believe. The commercial impact of these revelations will have to […]

The Magic of Shopping

Visuality recently marked the second anniversary of its Danish office with two shopper psychology events, in Copenhagen and Aarhus, exploring the latest thinking on turning shopper insights into a strong competitive advantage in-store. More than seventy people attended the two events, representing leading brands across a wide range of sectors and categories. In these unique […]