The Customer Faithful Resources Library

The majority of our work is about learning. Learning what people value and care about, and learning how we can organise this knowledge into simple principles and designs that, in turn, can enable organisations to add value to their customers’ lives.

We find clues to learn from all around us – some formal, some familiar and some just plain fun.

So when we find something that has helped us in our work, we’ll post it here, in case it helps and inspires you too.

  • Download the ‘Rising trends of the post recession consumer’ presentation: icon download orange Resources
  • Download ‘The Psychologist’ article on IPA: icon download orange Resources

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More Resources:

What marketers can learn from broadband advertising Blog, Featured, Insight, News, Resource, Retail - 9:57 am What marketers can learn from broadband advertising

UK Government telecom regulator Ofcom is unhappy with the way internet service providers (ISPs) are advertising broadband speeds, finding them to be not typical of what consumers actually receive.
We explore the impact, the pros and cons of promising customers more than they might get.
Think like Groupon and start sharing Blog, Featured, Resource, Retail - 4:51 pm Think like Groupon and start sharing

Groupon leads the so-called ‘thrift-commerce’ movement, boasting more than 20m savvy subscribers keen to reign in spending, but unwilling to give up all their pleasures either.
So how can we all apply Groupon’s appeal to attract a thrifty consumer?
Patient Experience in hospitals – who’s leading the way? Blog, Healthcare, Resource - 4:13 pm Patient Experience in hospitals – who’s leading the way?

A new report from the NHS Confederation outlines how important a component the patient experience is in the overall delivery of high quality care within hospitals.
How cartoons can ‘unlock’ a workshop Blog, Resource - 6:46 am How cartoons can ‘unlock’ a workshop

Anyone who has either attended or run a business workshop will know not to underestimate the value of humour in a long day of Powerpoint slides and breakout groups. Few individuals bridge the divide between business and fun more effectively than Tom Fishburne. Working under the job title of a ‘marketoonist’, Fishburne’s cartoons and illustrations [...]
Using ethnography in retail research Blog, Resource, Retail - 5:55 pm Using ethnography in retail research

Much of our retail work involves in-depth assessment of customer attitude and behaviour, including the use of ‘experience audits’ – a kind of continuous real-time interview, conducted as shoppers are considering and making their purchases. Our methodology was influenced by one of the pioneers in retail ethnography, Paco Underhill. His landmark book, “Why We Buy” [...]
Seth Godin Video Clips Blog, Resource - 9:48 am Seth Godin Video Clips

I bought my first Seth Godin book (Permission Marketing) in 1999 when he was still at Yahoo! and I still refer to it even today. Since then, he’s built his own personal brand, based around the power of ideas, and how their spread can be harnessed to generate change and value. Aside from being smart, [...]