CustomerFaithful

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…..

In the first of a series of Customer Experience Case Studies, we tell the story of how Pret A Manger handled our inquiry into their pricing. We learned some about their brand values, and got LESS than we bargained for…..

Royal Mail has just implemented a ruling by its regulator Postcomm, allowing for a record 12% hike in UK postal prices for a 1st-class letter. We compared how Royal Mail is positioning its brand against what its customers say they care about most, and found some major mis-matches….

Regulation is often seen as synonymous with ‘red tape’, and getting in the way of economic growth. But it can have a positive role, providing an opportunity for firms to demonstrate responsible brand values and behaviours to its customers.