Monthly Archives: October 2010

Today's busy consumers value the quality of their time, and the ability to multitask with it. Where service providers incur only a marginal cost for providing quality-time facilities, they will get a much higher take-up if the provision is free.

Who doesn't have a view about the UK's National Health Service (NHS) ? From politicians and quangos, to barber shops and taxi drivers, it seems...

In October 2010, Rick Harris was a lead speaker, exploring how to improve loyalty and conversion for etailers. Find out more.

We have just published a short film on customer experience featuring Rick Harris by film maker Nic Askew. You can watch the trailer here...

Anyone who has either attended or run a business workshop will know not to underestimate the value of humour in a long day of...

Since the summer, John Lewis and Waitrose have been struggling to sell gift vouchers to its customers, after its supplier, security print firm BemroseBooth...