In today’s blog we are discussing what customer-centric KPIs could look like in your organisation and why we think taking the time to develop shared KPIs fosters accountability and collaboration.

In the last blog we mentioned customer journey mapping and how this is a useful approach to helping you to understand the customer experience and pain points. In today’s blog post we are going to explore how mapping customer journeys can be a catalyst for aligning marketing content with real customer problems.

We always liked the previous CIM definition of marketing as it used the word “advocate” for customers, whereas now it talks about satisfying and responding to customer needs. However, the word advocate we always found very emotive word to use when helping the teams we lead to understand their role. For us apart of this advocating for them, means ensuring they have a voice and we’re listening to them!

Implementing a marketing co-production framework in 2026 requires a shift from viewing service users as case studies to treating them as equal strategic partners. This also means being willing to give away some of your power/control to create the right environment.

Marketing strategy doesn’t need to be complicated. For us a marketing strategy needs to answer three key questions: what is your current situation; what are you trying to achieve and how are you going to do this? For us the most important part of any marketing strategy is that everyone understands it, can recall it and it guides their actions.

We wanted to take some time to share some top tips for getting started on social media. This blog is aimed at small businesses that are wishing to dip their toes in social media and are wondering how to go about it. Read more…