Monthly Archives: August 2011

Recent surveys show that UK consumer confidence is on the slide, even before the riots and the turbulent financial market began. But does this necessarily add up to the consumer being in full retreat, or are they just more mindful?

Loyal customers are often seen by marketers as the 'ideal customer segment'. But what's making them loyal? Is it your brand, your customer proposition, or simply the deal? In this article, we suggest a step-by-step process for making sure your customer segmentation is based on more than just low prices and promos.....

As creatures of habit, most of us draw comfort from things we're familiar with. But we've found that such 'learned familiarity' can cause problems in customer service design. So how can customer-facing teams deliver a standard process without disengaging with the individual needs and feelings of customers?