A BT employee experimented with a new form of service-led marketing, last week – racist and sexist abuse. The employee sent a letter to a customer who came from New Zealand addressing her “Cheeky Kiwi bitch” on a phone bill. What had the woman done to attract such behaviour? She had complained about a bill at her local BT shop. Though BT waived her Ãº208 bill and sent flowers, she is threatening to sue BT for “a racist comment which was also derogatory to us as women and degrading to our national culture”. BT is now trying to trace the employee.
At the end of every week we look at the key stories, offering our view on what they mean for you and the industry. From the launch of Spotify’s ‘Wrapped’ to discovering which Christmas ads topped the effectiveness rankings, it’s been a busy week. Here is my take.
The effectiveness expert warns marketers to stop “neglecting” price and start thinking like economists.
When marketers question their own assumptions about channels, data reveals advertising delivers more long-term ROI than previously thought, particularly from cross-channel campaigns.
A braille newspaper cover takeover, tie-up with Amazon’s Alexa and ITV partnership helped the charity reach more children with its festive message, while also exceeding donor targets by 78%.