• Tight Loose Marketing
  • Article Published in Market Leader, Autumn 2005
    All mass market service brands face a constant dilemma: how to deliver a personal experience consistently across multiple channels. Written by Jonathan Turner of OxfordSM and Paula Vennells, Commercial Director at Whitbread, this article describes how Whitbread's Winning Brands Programme resolved that dilemma and in the process turned the company into a true customer learning organisation.

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