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Customer-centricity demands inclusivity
In a world where a ‘one size fits all model’ rarely applies, it is increasingly important for brands to recognise that their audiences...
Co-creation & Closeness - Brilliant moments. Episode 1
The most powerful co-creation I’ve led involved the power of the 3 C’s in one session - in this case consumer,...
Making customers pay for company mistakes... sound business sense or damaging to brands?
Like many people this summer, my holiday plans were interrupted by last-minute cancelled flights. Stranded in an Italian airport, we were...
The impact of stress on decision making
Understanding the lifestyles, challenges and needs of ‘vulnerable customers’ is an area in which we are increasingly being asked to help...
Vulnerable Customers and Consumer Duty: What does it all mean for businesses?
Understanding the lifestyles, challenges and needs of ‘vulnerable customers’ is an area in which we are increasingly being asked to help...
Glass half empty or half full? What consumers are telling us about their economic outlook
The timing of this cost of living crisis makes it unique. We have experienced financial crises before, but none that have come off the...