"An insightful and refreshing look at the way consumers and retailers interact in this modern age.”
Sir Stuart Rose,
Chairman of Marks & Spencer plc
All royalties to The Princes' Trust
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Think Space
- Fitting a name to a face
- Customer Experience – Too Much of a Good Thing?
- Great Expectations
- Human Contact - the missing ingredient in the service proposition?
- The Cross Channel Ferry
- Customer Feedback Fatigue
- Face the Facts - A White Paper
- A Great Experience Revisited
- The Bottom Line on Queues
- Can the whole organisation really get inside your customer’s head?
- Customer Experience with Wings
- When “Self Service” means “No Service”
- What every customer wants; seamless and personalised customer journeys
- Bank Branches - The Great Pruning
- Q-Wandery
- NPS – and the Law of Unintended Consequences
- How The Living Wage will drive Customer Experience & Productivity
- The Nudge Promoter Score
- “Bad Profits” vs great Customer Experience on the High Street
- The Path to Nudge Lies EAST
- Fred Reichheld rescues Christmas or No Pandemonium Santa!
- The Pranksters Arms: A pub and a bank in Tandem?
- How banks get customers wrong
- Parallel Meddler
- Spare Some Change? - Banking on a Better Experience
- Buying on Line Pre Xmas – Naughty or Nice?
- High Times in the High Street?
- Accident or Emergency? The NHS Bandwagon
- So, who owns the Customer, digitally speaking?
- Why One High Street store has succeeded where others are failing
Think Space
The Cross Channel Ferry
The Cross Channel Ferry
It should be so refreshing to get out into the High Street and look at real, physical selling space. These days I spend so much of my time theorising about on line vs off line, arguing about the role of face to face in the channel mix that it shou...
Posted 13 Jun 14
Read moreHuman Contact - the missing ingredient in the service proposition?
What’s it like to be a 21st century shopper in Omni-channel space?
I don’t know if anyone read Alice Thomson’s article, “The human touch beats the click of the mouse”, (The Times, 7th May) but the theme of the article was pretty...
Posted 20 May 14
Read moreGreat Expectations
Delivering the retail experience that consumers want; online, mobile and in-store.
...
Posted 19 May 14
Read moreCustomer Experience – Too Much of a Good Thing?
I’m the proud owner of a seven year old Land Rover Freelander II. It’s a great car which I really enjoy driving. And my local dealer is brilliant. I do think that, don’t I?
The car is a recent purchase, bought privately and I noticed on the Land Rover web ...
Posted 10 Apr 14
Read moreWhy One High Street store has succeeded where others are failing
We all know that “Click and Collect” represents a huge opportunity for retailers to enhance their customer’s view of the brand, to lower costs from unsuccessful deliveries and to increase basket size. But brands who rush to “digitise” their bricks and mortar...
Posted 20 Mar 14
Read moreFitting a name to a face
In this series of articles I have written about the need to have a cogent omni- channel strategy and one which overcomes the politics and functional silos of the host organisation and truly focuses on the needs, desires and expectations of that organisation’s customers.
Posted 26 Feb 14
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