Welcome to Customer Faithful 

We are Customer Faithful. Our business has been created with just one goal in mind - to enable companies to truly understand and respond to what matters to their customers..

This website introduces how we apply such insight to build customer and brand experiences that inspire loyalty and trust. Welcome to our world.

Insight

Insight

Explore our commitment to in-depth insight, from micro-analysis to macro trends. Read more…

Healthcare

Healthcare

We specialise in improving healthcare design, based on patients’ own experiences. Read more…

Retail

Retail
Our work helps retailers to create distinctive, branded customers experiences. Read more…

Recent Articles

Getting the best from Customer Service Apps Blog, Insight, Retail, Toolbox - 5:53 pm Getting the best from Customer Service Apps

With so many people using smartphones and the apps that make them so appealing, is the creation of a customer service app the next big thing in customer experience? Our view is a provisional ‘yes’ – but it all depends on how the app is downloaded initially. For the lowdown, read on…..

How does a patient-centric pharmaceutical company behave? Blog, Healthcare, Insight - 2:16 pm How does a patient-centric pharmaceutical company behave?

In a world where pharmaceutical companies traditionally focus on patient compliance with their medication regimes, how would a patient-centric model pay for itself? And how would we recognise its existence in a drug company’s behaviour?

IBM survey calls for more individual approach to customer insight Blog, Insight, News - 1:22 pm IBM survey calls for more individual approach to customer insight

In a major global study, IBM’s landmark report found that almost half of respondents felt ‘overwhelmingly underprepared’ by their consumer insight. What were the reasons? Read on to find out….

Why Customers aren’t taking to Wave and Pay Blog, News, Retail - 11:17 am Why Customers aren’t taking to Wave and Pay

Despite Barclays ‘contactless’ credit card fraud issues last week, providers would have you believe that wave ‘n’ pay cards are the way forward. We disgree. There’s a far more profound problem with wave ‘n’ pay, which is easily solved but isn’t going away yet…

A story of Apple and a broken brand promise Blog, Retail - 5:14 pm A story of Apple and a broken brand promise

Successful brands are more than just world-beating products – they carry an emotional attachment, and a degree of trust in the brand-consumer relationship. But when a great product is let down by its customer service, what’s the impact of that broken brand promise? Here’s what I found when Apple did just that to me…

Customer Faithful joins BHBIA Blog, Healthcare, News - 1:53 pm Customer Faithful joins BHBIA

Customer Faithful has been elected as a full member of the British Healthcare Business Intelligence Association (BHBIA).
Click for more details…..

Newspaper Tablet Editions – Reaching Out or Locking In? Blog, Insight, News - 9:22 am Newspaper Tablet Editions – Reaching Out or Locking In?

As more people choose mobile devices to be their primary source of news and information, we explore the pro’s and cons of using newspaper tablet editions. And from our experience, we think some publishers are missing a trick…..

Ways for marketers to beat the downturn Blog, Insight, News, Retail, Toolbox - 4:18 pm Ways for marketers to beat the downturn

What do you do when your tried-and-tested marketing techniques aren’t as effective in today’s economy? Start by staying positive – here’s how some of those negative trends can have silver linings if your mindset allows you to see them..

What Mary Portas didn’t suggest for Britain’s High Streets… Blog, News, Retail - 2:31 pm What Mary Portas didn’t suggest for Britain’s High Streets…

Last week saw the much-awaited report by retail guru Mary Portas, offering ways to reinvigorate Britain’s ailing High Streets. Aside from a few small gems, we felt it missed a Big Idea, so we have one of our own to share instead…..

Watching Gen Y shop for Christmas – 5 Lessons Blog, Insight, Retail - 10:00 am Watching Gen Y shop for Christmas – 5 Lessons

Regular visitors to this site will know that we have a particular interest in Gen Y or the Millennial Generation, so we’ve been out in the run-up to Christmas, watching them shop, both in High Streets and malls, as well as on-line. What have we learned? Here are 5 clues to attracting Gen Y shoppers……..