Category Archives: Customer Experience

The unreasonable consumer

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

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Retail in Japan: a visitor’s impression

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

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Inspiration in retail: Tracey Neuls

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

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

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

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

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

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The end of the recruiter?

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

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

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