In every sector, and for several years now, rising customer expectations have been placing increasing pressure on all organisations to deliver a seamless experience. This is felt most sharply at peak times, when consumer demand is up, and when services…
It is no secret that, since the pandemic, the UK’s leisure and hospitality industry has had to navigate some particularly challenging conditions. As we leave January behind, the lighter, longer days offer some cause for optimism about customer spend. That…
This week, I chaired our annual webinar on our Customer Service Trends and Predictions for the year ahead. Thank you to our exceptional panellists, each of whom brought their unique perspectives and experience to bear in a fascinating discussion on…
Buying a car is a major purchase, for most people probably second only to buying a property in significance. And just as buying a house and getting a mortgage can be a complex process, so too buying a car brings…
This week, I was asked by The Grocer to give some thought to the part that M&S’s renewed focus on the customer experience has played in its recent success. A week on from M&S's return to the FTSE 100, it is interesting…
This week we launched our Trust Indexâ„¢, an in-depth and independent evaluation of the true drivers and value of trust amongst British brands. Trust is high on the news agenda. And yet trust is a difficult factor to measure, with every…
As we lean into the consequences of the cost of living crisis, it is important we continue to recognise and address true customer needs, and not make assumptions about what customers want. Inflation is affecting all of us, but it…
Our latest deep-dive research report on Customer Behaviour launched last week made for fascinating reading. The research shows a complex and evolving customer landscape, with some important changes in behaviour that businesses need to reflect on and respond to. There…