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...

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...

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...

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...

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. 

Consumers are asking for less plastic but most feel helpless to know what to do while still maintaining the benefits that they desire.  Hats off to a couple of companies who have take...

In my last blog I talked about Amazon’s mission which is “to be Earth’s most customer-centric company” and pointed out that it’s unsurprising therefore that the single most important thing Amazon focus on is Customer Obsession.

It’s what we help our customers do all time. Only today I was talking to a client who said ‘now that we understand what our customers need...