"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
How The Living Wage will drive Customer Experience & Productivity
I love the, “Budget bombshells” headline in this week’s Retail Week.
I can only imagine the consternation that the budget announcement must have caused at a senior level in some retailers as they contemplated the impact on their cost base.
Posted 12 Jul 15
Read moreNPS – and the Law of Unintended Consequences
We might live in a digital world but we have analogue brains. So whilst our smartphones deliver the facts to the palm of our hand, the way that our brain perceives those facts is coloured by how we feel. Customers, colleagues, we are all the same, the way we see things has as muc...
Posted 06 Jul 15
Read moreQ-Wandery
When it comes to getting people served, has business lost its way?
The customer experience industry has evolved over the last few years as a timely reminder to all of us that customers are important. In our heart of hearts we all know that without them we don’t have a...
Posted 15 Jun 15
Read moreBank Branches - The Great Pruning
A great article in last week’s Economist (9th-15th May), “The Great Pruning” once again setting out the arguments for and against cutting back on branch networks. The chief arguments remain as follows – branches are expensive places to do business typically representing 60...
Posted 18 May 15
Read moreWhat every customer wants; seamless and personalised customer journeys
It was great to share ideas around customer experience and omni-channel at the German Swedish Seminar in Berlin earlier this month.
A series of insightful speakers provided data and understanding around the progress of e-commerce in the German market. As in all terr...
Posted 27 Apr 15
Read moreCustomer Experience with Wings
It was so delightful to see Ryanair’s previous “hard man” chief executive Michael O’Leary unveiling their “Always Get Better” programme this week whilst cuddling a puppy. Not noted for his previous reticence or indeed tolerance on the subject of customer exp...
Posted 20 Apr 15
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