Thought Leadership

22/07/2014 22/07/2014

The bursting of the Tesco bubble. When it comes to Customer Experience, bigger does not necessarily mean better!

03/07/2014 03/07/2014

Missed opportunities and the ‘not my job’ attitude – how Customer Experience can go very wrong

01/07/2014 01/07/2014

Our policy says... - Why sticking to the rules can lose you customers

29/04/2014 29/04/2014

John Lewis's greatest challenge - the omni channel customer experience!

25/03/2014 25/03/2014

Verified by Visa - security or stupidity? Are we unintentionally making customer experiences too inaccessible?

17/03/2014 17/03/2014

Guilty before proven innocent - how not to treat your loyal customers

28/01/2014 28/01/2014

Do you love Aldi? What other brands could learn from the Aldi experience

07/01/2014 07/01/2014

Park Slope Food Co-Op - Is the best customer experience one you create yourself?

05/12/2013 05/12/2013

Customer experience is for life, not just for Christmas!

08/07/2013 08/07/2013

'What a brilliant day!' How communities can help revive Britain's High Streets

13/06/2013 13/06/2013

Sometimes the experience just does not matter - the example of Sports Direct

15/04/2013 15/04/2013

'Its simple - I just give my customers what they need and they keep coming back!'

11/03/2013 11/03/2013

'I just want to know how many calories!' - the need for honesty, transparency and clarity in the customer experience

11/02/2013 11/02/2013

'Don't judge a book by its cover' - it does not matter what you look like, a customer is a customer

06/02/2013 06/02/2013

'Up-selling = No-selling' - how Clarins may be damaging their customers experience

04/02/2013 04/02/2013

Re-invention and innovation - why we should all admire Littlewoods

15/01/2013 15/01/2013

'Why would customers shop with us?' - the question HMV should have asked!!

06/11/2012 06/11/2012

Pants! What is wrong with Marks & Spencer?

18/10/2012 18/10/2012

I'm not paying to park! Why the British high street might be struggling

18/06/2012 18/06/2012

Tesco: Hero or Villain - You Decide

Get in touch

If you are interested in speaking with Ian and finding out more, please contact us on +44 7770 736832.

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