The 2010 Eyjafjallajökull volcano eruption caused huge disruption around the world. Companies' response to customers caught up in the crisis can teach us a lot.
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This 4-hr session, conducted on your premises, is a step-by-step guide with worked examples to get you up-and-running with marketing in a post-GDPR world! Ideal for organisations seeking fast and practical help to complying in GDPR.
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Whilst innovation can come from completely new customer research, it's well worth considering fresh ways to re-invent the insight you already have. By combining new insight with existing initiatives, firms have the opportunity to create additional value, both to the business and its customers.
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Just seeking to hold on to customers isn’t enough in today's highly competitive world. So this post highlights simple way to use segmentation to improve customer loyalty. Why? Because many more customers change their behaviour than defect altogether.
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The customer experience of the music festival Glastonbury is famous. Or should that be infamous? Whether its legacy will be mud or music is debatable. But the rise of challenger summer festivals is showing how the customer experience is becoming the key factor in choosing where to go.
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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.....
Read MoreIn recent years, behavioural science has held that people can be given a gentle 'nudge' to act in more positive ways. But we believe rewarding behaviour requires a firmer hand. And a broader audience.
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Industry labels such as “beyond the pill” are not helping Big Pharma to understand what matters to the people living with healthcare issues,Instead, it is actually reinforcing a view of seeing a person as a patient.
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In the first of a short series of customer experience design blogs, I'm going to address a old favourite for this time of year - the Resolution. But with a twist. It's a challenge to set a New Year's First Impression. This blog is a short guide to why it's important and how to get started.
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Ethnographic thinking allows so-called 'off-topic' data to become the most valuable insight - the ‘cultural-glue’ that uncovers an “ecosystem of observations”.
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A recent study shows that 57% of cancer drug use showed no benefits for either survival or quality of life. But who's actually defining what 'benefit' includes?
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Here's an infographic, showing Customer Faithful's development of patient experience through the years.
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These days, it seems every company has rewritten its brand values to be ‘all about the customer’. But how can we actually tell if a company means what it says?
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Each year, research & insight agency Customer Faithful makes a festive video to celebrate the holiday season. We hope you enjoy it, and see you in 2018 :-)
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5.4 million people in the UK have asthma - it's one of the nation's most common health issues, requiring significant NHS funding. But is it money well spent?
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Rail ticketing has always been about asking the passenger where they’re going.But from now on, it should not need to ask. It should know. Here's why....
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I had an interesting lesson today, delivered by Virgin East Coast. They taught me that like customer service, a conscious lack of service takes conscious effort
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While the style of customer journey maps may vary, their most-often made mistake is universal - a failure to centre the journey on the customer themselves.
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