We write two blogs – the first on customer-centricity because that’s our passion and specialist discipline; the second on life and work in the 21st Century because we are deeply interested in how we can all make working work for everyone.

January 20, 2020


The ambition of the luxurious Royal Mansour Hotel in Marrakech is to be the number 1 hotel in the world.  It’s frequented by the global political and showbiz elite who pay up to £35,000 per night for quality service.  Yet the lives of the hotel staff who deliver this service are in stark contrast to their guests a...

January 3, 2020

The Christmas break gave me the opportunity to watch, in my view, one of the most awe-inspiring documentaries of the year - ‘Britain’s Biggest Warship’. It takes you behind the scenes on HMS Queen Elizabeth - the largest and most advanced warship we Brits have ever built which is due in service this year.

The programme showed The RAF and the Navy working together t...

December 3, 2019

It’s always great to see something you work on come to fruition.

So, it’s wonderful to see Lorien’s rebrand which used deep customer insight to understand how to build on its 40-year heritage in IT recruitment.  This fresh in-depth insight showed how technology powers even those companies who are not obviously tech-led and how tech recruitment faces different chall...

November 1, 2019

I started my career following a history degree developing a love of human stories and their power to shape an understanding of how we see, experience and learn.  Fourteen years and four agency roles later, this is still true. Along the way I’ve learnt a whole dictionary of marketing branding strategy speak, but the insights that have the most impact are the ones w...

October 18, 2019

I’ve irregularly given blood for the past 15 years – if I’m honest, mostly when it was convenient for me. Last year I started donating again after a long hiatus and it struck me how friendly the nurses were, how clearly the process was explained and how appreciated they made me.

After donating, I discovered the NHS blood donation service lets donors know their impa...

September 16, 2019

We believe that successful companies are close to their customers.  We love commercial and we love customer but most of all we love the sweetspot where value for both lies.

One of the most important elements to get right is an EMBEDDED CUSTOMER JOURNEY which creates a clear, single view amongst employees of the customer experience you are trying to achieve and wher...

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