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

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

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

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…..

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?

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….

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…

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 has been elected as a full member of the British Healthcare Business Intelligence Association (BHBIA).
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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…..

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..

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…..

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……..