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By Joel Millard Customers are not standing still. In this three-part series, we explore three emerging trends that are changing the relationship between customers and brands. Here is the second. Click the link below to read the first blog in the series: “Who do I want to be now?” Trend 1: Life stages are giving way to life changes "I barely post anymore… but I scroll constantly." This quote from a recent Customer Closeness session really hit me. I have my own internal battl

Customers are not standing still. In this three-part series, we explore three emerging trends that are changing the relationship between customers and brands. Here is the first. We are noticing a quiet rebellion happening among older consumers. The traditional life-stage rulebook — slow down, settle down, know who you are by now — is increasingly irrelevant. Instead, we’re seeing people in their late 50s, 60s and beyond asking a much more liberating question: who do I want to

When organisations talk about expanding across Europe, the conversation often starts with language. "Can we find a moderator in-market?" "Can we translate the discussion guide?" "Can someone help us interpret the findings?" These are all important questions. But they're not the most important one. The real question is: are you truly hearing what your customers mean? At The Customer Closeness Company, we've always believed that getting closer to customers is about much more th