For several decades, the quality of customer service has been a particularly fundamental aspect in the relationship between a client and brand. The creation of distinct departments came along with
Several factors are driving the evolution of bots in instant messaging apps (Chat Bots) towards a new hype of developing services and apps. As a consequence, more channels aimed at
When we successfully lead the consumer to associate a brand’s shared values and common attributes with a motivation to want to improve and lengthen their experience with it, we achieve
The customer experience is one of the primary motives that influences us when making consumption decisions. Many recently-published studies predict that in 2020, the experience will be a more determinant
During a 4-year innovation project we transformed the use of social media by Toyota across 31 countries in Europe. We designed and applied a unique social media model and programme
The use of monitoring techniques is a key mechanism for knowing and understanding – from the analysis of data extracted from social networks – the state of a brand’s health.
In July, Eugenio de Andres came to visit us for a #TcDesayuno and share his story about the creation and growth of his social awareness campaign, Medula para Mateo (M4M).
The story goes a little like this…Girl meets Boy. Girl likes Boy. Girl friends Boy on Facebook. Girl sees the profile was created in May 2014. Weird. Obviously Girl does
There is something so amazing about those brands that completely dismissed the traditional advertising strategy that they had been developing for years, and committed to leading the market by first
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