The future of CRM

Understandably businesses are increasingly obsessed with customer loyalty - both emotional and financial. Customers are harder to win over, as the mantra goes - they are in control.

So how long will it be before businesses offer customers stock to stay loyal. It is the perfect arrangement. If you like us you can be part of us, every time you buy something you get a little bit of us in return. And of course customers will be less tempted to go somewhere else because they will feel the company is 'theirs' - even if they only own 10 shares. It does not have to be tricky. Take Tesco, they could buy back stock and hand it over to customers for club card points at the year end. 'I go there so often i should have shares in the place' will be a reality.

The means of production will fall into the hands of the workers to paraphrase the German bloke - it would just be ironic that shares the symbol of capitalism will be the mechanic that makes it real.

Do NOT integrate your marketing communications

Integrating your communications so everything feels it has come from the same brand is probably point 2 in marketing for dummies. There are lots of ways of to do it - matching luggage e.g. banks - integrational devices e.g. direct line's little phone - proposition, headline & pay off e.g. John Lewis, Stella, VW. But no rules about what works best, for what type of brands, when.

I can't help but think we are missing the point.

If a brand has a clear set of brand values or more importantly a bit of soul and personality then everything it does will look like it has come from the same company. So think Honda, Virgin, Tesco, Waitrose. And these organisatons are consistent over time not just within the confines of a campaign. So if we are desperately try to make a campaign feel integrated chances are we have lost sight of the big picture. And ironically those brands who are consistent in their brand values can get away with doing something slightly different now and again because their values are so strong and understood. The real guiding principle should be consistency over time not short term campaign integration.

So next time i am asked about integration i am going to talk about brand values, long term consistency, personality and soul. I don't think i will get away with it.

Pass me the matching luggage