Three leading experts in media strategy, customer experience and personal branding addressed a packed audience of more than 100 local businesses at Staffordshire Chambers’ latest Big Business Breakfast event.
‘Building Brands and Silencing Scandals’ was staged at the bet365 Stadium and offered practical insights into how organisations can strengthen their brand, build loyalty and respond effectively when things go wrong.
Mark Brealey, Director of MB Communications and a former BBC journalist, drew on his experience in crisis communication to explain how businesses can prepare for reputational challenges. He outlined common pitfalls, shared lessons from high-profile cases, and provided advice on effective media handling.
Chris Plant, Interim CEO of Staffordshire Chambers of Commerce, said: “Our latest Big Business Breakfast event was another excellent opportunity for the local business community to gain valuable insights that they can action straight away.
“The knowledge shared today on all things branding and customer experience will be vital for organisations as they look to build resilience and seize new opportunities.”
Joining Mark on stage was Ian Kelsall, Customer Experience Director at insight6, who discussed how customer experience differs from customer service and why it is essential to brand performance.
Drawing on his senior leadership background with Marks & Spencer and Boots, he highlighted the role of customer feedback in strengthening loyalty and long-term trust.
Kirsty Hulse, personal brand expert and marketing agency founder, emphasised the impact of personal branding in shaping company culture and client perception. She shared practical steps for leaders to grow authentic personal brands, including the importance of consistency and the significantly greater reach achieved when messages are shared through individual accounts rather than corporate ones.
Richard Stone, Founder of Stone Junction and sponsor of the event, provided an accessible overview of artificial intelligence. His session introduced attendees to key terminology and concepts, along with practical tips on how businesses can use prompts effectively.
The event concluded with a lively panel Q&A, giving attendees the chance to put questions directly to the speakers.
Staffordshire Chambers’ Big Business Breakfast series will return this December, when it will focus on all things skills and education, kindly sponsored by the team at Stoke on Trent College.
Keep an eye on the Chambers’ events calendar for more details.
