"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
Banking on a Revolution: Time for a change in the way banks serve their retail customers.
Customer adoption of new technology is no longer a barrier to change for the way that banks serve their customers, rather it’s the banks themselves, their attitudes and their organisational structures that are preventing evolution of the customer experience.
Some people ...
Posted 11 Sep 12
Read moreInnovate or Die: Five steps to success.
You can always tell when the business you deal with practices Market Led Innovation. They are spot on with the detail. They make it a pleasure to be a customer. Why would you go anywhere else? Why would you query the price?
In these difficult days, Market Led Innovation will grow...
Posted 23 Jul 12
Read moreWho Needs a Dragon?
Although we have probably never met, you almost certainly know my voice. Every month some 30 million shoppers hear me say “Cashier Number Three Please!” as they wait to get served in the Post Office, in banks, in retail stores and, in fact in any one of around 8000 locations ...
Posted 11 Jul 12
Read moreWhy the NHS needs to Change
There is a fabulous quotation attributed to Mark Twain which, some years ago, I wanted to put on the back of my business cards, “Sacred Cows make the best hamburgers”. In a brief experiment with the idea it was interesting to see what reaction it provoked. Some would read it and ch...
Posted 05 Jul 12
Read moreSustaining The High Street
There’s a flight to quality in retail. Clothing retailers were the first to notice it. As far back as last January M&S were telling us that customers were buying, fewer, better quality items, shopping for “essentials” and prepared to pay for perceived quality and value.
Posted 09 May 12
Read moreEscaping Austerity: Is Slash and Burn the right answer?
The spectre of budget cuts remains with us, affecting every aspect of our economic well being. As the promised reductions in public sector spending take effect over the coming months we fear the worst is yet to come. It feels like the whole economy is pausing for breath, consumers keeping thei...
Posted 11 Apr 12
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