We know that many businesses aspire to self-service delivery models, but creating the right model can be a challenge.
One recent project in financial services has shown us how challenging it can be to get this right.
A membership organisation asked us to review how well they were engaging with their members, to gain a clearer understanding of the reader base and members' reasons for belonging and engaging with their newsletter.
During the last economic downturn one of our clients lost many customers. There were many hypotheses about how to win them back - some said to reduce the price.