Category Archives: Customer Experience

Remove friction to supercharge sales

Posted on November 23, 2023 by Simon Shaw

Friction determines our behaviour more than we realise. The clever ways Vinted has removed friction makes buying and selling easier, boosting its success. Continue reading →

Posted in Behavioral Science, Behavioural Science, Consumer Psychology, Customer Experience, customer journey, Market Research | Tagged , , | Leave a comment

The unreasonable consumer

Posted on November 23, 2016 by Simon Shaw

Adam Morgan’s presentation at IAB Engage 2016 Winning in the age of the unreasonable consumer is well worth 15 minutes of your time. He does a great job of summarising how the consumer mindset has changed. Across categories ‘Uber’s Children’ … Continue reading →

Posted in Conferences, Consumer Psychology, Customer Experience, Market Research, Strategy | Tagged , , , | Leave a comment

Retail in Japan: a visitor’s impression

Posted on September 25, 2015 by Simon Shaw

I’m just back from Japan. One of the first things to hit me was how different the shops were. Being a sad case I took a few snaps to share with the team. Here’s my tourist with a smartphone view on Japanese retail. Continue reading →

Posted in Customer Experience, Retail | Tagged , | 7 Comments

Inspiration in retail: Tracey Neuls

Posted on September 3, 2014 by Simon Shaw

This quarter’s Intelligent Life magazine has a profile of Canadian designer Tracey Neuls. Her Shoreditch outlet is as much gallery space as it is shop. I like the merging of the two worlds. The setting casts the product in a … Continue reading →

Posted in Branding, Consumer Psychology, Customer Experience, Marketing, Retail, Uncategorized | Tagged , | Leave a comment

UK supermarket retail in a single chart: Christmas like-for-like sales

Posted on January 10, 2014 by Simon Shaw

Supermarket Q4 LfL trading updates show retailers are experiencing mixed fortunes Continue reading →

Posted in Customer Experience, Retail | Tagged , , , , | Leave a comment

Noma: 7 lessons in excellence from the best restaurant in the world

Posted on October 17, 2013 by Simon Shaw

Creative genius aside – how is such excellence developed and sustained? What can be learned? Continue reading →

Posted in Customer Experience, Strategy | Tagged , | Leave a comment

The end of the recruiter?

Posted on April 10, 2013 by Simon Shaw

Whilst TaskRabbit isn’t going to replace your recruiter tomorrow, it’s worth considering the implications. The internet has disintermediated many professions – why should recruitment be any different? Continue reading →

Posted in Customer Experience, Marketing Research, Qualitative research, Social Media, Technology, UX | Tagged , , | 2 Comments

Amazon mobile: the interface dictates the behaviour

Posted on March 25, 2013 by Simon Shaw

Amazon’s legendary user experience costing them profit? Now there’s an irony… Continue reading →

Posted in Behavioural Economics, Customer Experience, Decision Science, Marketing | Tagged , , , , , | 2 Comments

Matt Watkinson book launch: The ten principles behind great customer experiences

Posted on February 17, 2013 by Simon Shaw

Matt Watkinson cuts through the flabby thinking that tends to accompany the world of “customer experience” Continue reading →

Posted in Books, Customer Experience, Events, Market Research, Marketing, Planning, Retail, Strategy | Tagged , , , , , | 2 Comments