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.....
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For a customer experience to achieve its goals, it needs employees to feel free to deliver it authentically. So how can firms empower their people to provide a great experience, without risking them going off-piste? By being brave. Here's why.......
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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.
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