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Ireland's 2016 Customer Experience Report

Posted By Dialogue Marketing / CXi, 03 October 2016

The 2016 Customer Experience report from Dialogue Marketing features expert analysis and insight into Ireland’s highest and lowest scoring brands. Also included is the much awaited 2016 CX league Table.

The Credit Union has once again emerged as the big winner in 2016. They have the most powerful bond with their customers, built completely on trust, while the products they offered were designed to meet real customer needs, rather than being based on the idea of backroom executives.

A new entry and in second place is Lush, famous for scented ‘bath bombs’ detectable to the nostrils of passers-by from literally miles away! Lush invest in CX rather than advertising and lead the way in turning customers into passionate, enthusiastic fans, and it works.

An Post climbed five places since last year’s survey to take third place. An Post had high personalisation scores as a result of strong relationships with postmen/women who deliver to your door every day. This human contact is particularly valued in rural areas.

CXi has a unique data set of 72,000 consumer brand evaluations across 170 brands, and is now based on two years of ongoing research.


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Exercise & Fitness, Ireland, September 2016 Report

Posted By Mintel, 03 October 2016

“As the health trend in Ireland continues to accelerate we find this is making consumers more active in an effort to stay fit and healthy. However, the marketplace for gyms and fitness centres is changing as a result of the cost-cutting consumer mindset – leading to the expansion of no-frills ‘budget’ gyms. Although this opens up more opportunities to less affluent consumers, it seems that no-frills gyms are becoming a force to be reckoned with.” Emma McGeown, Research Analyst

This infographic looks at the following areas:

  • What is the gym industry worth in Ireland?
  • How many Irish consumers go to the gym?
  • What motivates consumers to visit the gym?
  • What are consumers interested in seeing next in gyms?


Mintel is the world's leading market intelligence agency. It monitors product launches and innovations, runs large-scale consumer research projects, tracks behavioural trends, measures market sizes and provides bespoke field research and consulting services. Mintel can take you further, showing you what will drive future growth, where the opportunities and challenges will lie, who's innovating and where the next big idea will come from. Mintel Ireland services include: Mintel Reports, Mintel GNPD, Mintel Consulting

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Calling For Member Suggestions On Marketing Champion Award

Posted By The Marketing Institute, 15 September 2016

This is a reminder to Members of the Marketing Institute that we are keen to hear any suggestions you may have on who should be considered for the Marketing Champion Award at our All Ireland Marketing Awards.

This special award has been created by the Marketing Institute to provide our profession with a means of recognising the achievements of an individual who has made an exceptional contribution to business performance over time, and who also had a positive impact on the broad marketing profession in Ireland. Candidates will have displayed leadership, vision and skill.

The award cannot be entered directly, as the adjudicators will select and deliberate on a shortlist of qualified candidates, and will reach a decision based on known achievements.

If you, as a Member of the Institute, would like to discreetly draw to our attention a name that you think should be considered, please send an email to chief executive Tom Trainor:

Here are some of the past recipients of this award...



Stan McCarthy is Chief Executive of Kerry Group, a world leader in food ingredients and flavours serving the food and beverage industries, and a leading consumer foods processing and marketing organisation in selected EU markets. 

Stan joined Kerry’s Graduate Recruitment Programme in Ireland in 1976 and initially worked in Finance before becoming VP Materials Management & Purchasing. Then in 1991 he was appointed VP Sales & Marketing before being named President of Kerry Ingredients Americas in 1996. He took the Chief Executive position in 2008.

Kerry has enjoyed phenomenal success since its modest beginnings in the south west of Ireland in 1972. Launched as a public company in 1986, the Kerry organisation today has a market capitalisation of over €13 billion, annualised sales over €6 billion, 24,000 employees, 140 manufacturing facilities and a customer base which spans 150 countries. Kerry is today a leading player in the global food industry and its market-leading brands are household names in their selected markets.



Lorraine Twohill runs Global Marketing at Google. Over the last ten years, her job has been to tell the evolving story of Google to the world. Lorraine strives to bring the magic of Google’s products to life in a simple way for users and customers.

Her team’s role spans all of Google’s products across the globe. From reminding people why they love Search to helping the world fall in love with a new browser called Chrome. From redefining the social conversation with Google+ and YouTube to pushing forward an entire ecosystem with Android. From helping small businesses get online and thrive to igniting the advertising industry, driving forward Google’s revenue. From letting kids design Doodles on the Google homepage to capturing and preserving the world's culture online, using technology as a force for good.

Lorraine joined Google from European travel site Opodo, first running Google’s European Marketing team before taking on her current global role.

A proud native of Carlow, Ireland, she holds a joint honors degree in International Marketing and Languages from Dublin City University and has been nominated to their Alumni Roll of Honour. She is a member of The Board of Directors at Williams-Sonoma Inc. and two years ago was named Adweek's Grand Brand Genius. Lorraine lives in Palo Alto, California with her husband, Pete, and their two young children.



Gary McGann is Group Chief Executive Officer of Smurfit Kappa Group (SKG), which under his leadership has become one of the world's leading paper-based packaging companies, generating turnover in excess of €8 billion last year and employing 42,000 people in over 350 operations.

Gary has led the company since 2002, overseen the merger of Jefferson Smurfit Group and Kappa Packaging in 2005, five major re-financings and a number of major acquisitions. Earlier this year he was named European Paper Industry CEO of the Year and is a member of the European Round Table of Industrialists.

Over the preceding 20 years, Gary held a number of business leadership positions including Chief Executive of Gilbeys of Ireland Group, where he oversaw total group re-structuring, and Chief Executive of Aer Lingus Group plc, where he turned the company around from bankruptcy.

Gary has become known for his determination to win through challenging times, an essential trait for modern business, and he has fully earned his international reputation as an effective corporate leader with exceptional business turnaround skills, including a firm appreciation of the importance of branding in business strategy.


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Spotlight On Fintan Gillespie On Mobile First For The Ad Industry

Posted By Vizeum, 13 September 2016

Vizeum have launched a new series of expert marketing videos called “Spotlight.” Each month they will feature a thought leader discussing some of the most topical areas within communications. Google's Head of Industry, Fintan Gillespie, spoke to Vizeum about moving from the mindset of ‘mobile first’ to ‘consumer first.’

Check out the video on, along with the Vizeum analysis.  



Vizeum's promise is to drive business value through media for our clients. Established in 2004, Vizeum is structured to take full advantage of the opportunities brought about by the digitization of media. The company manages its client business via a partner structure. This ensures that every client has senior advisors managing their business. These senior points of contact develop integrated strategies across the entire bought, owned and earned media ecosystem. We then have the specialist skills in house to deliver that strategy in the most efficient and cost effective manner.



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We Want Your Views On 'Who Won The Summer Of Sport?'

Posted By The Marketing Institute & Onside, 13 September 2016


You are invited to participate in an ONSIDE survey about sponsorship during the major summer sporting events of 2016, including the EUROS, the Olympic Games, and the GAA season. Your insight is highly valuable and, together with that of your peers in the marketing community, will help to gauge the industry’s view on brand involvement and commercial successes around these events. Some of the findings from this survey, in combination with other perspectives from consumers and enterprise leaders, will be shared at our upcoming Who Won the Summer of Sport? morning briefing, in partnership with ONSIDE.

We hope you will consider contributing to this exciting discourse and would very much appreciate your participation in this short survey. It is estimated to take less than ten minutes of your time and our date for completion is Friday, 23 September. 

All who complete the survey will be entered to win two free tickets to the Who Won the Summer of Sport? Morning briefing at Aviva Stadium on Tuesday, 11 October. The winner will be contacted by Friday, 28 September.


Thank you in advance for your support.



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