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What We Do
What We Deliver
Who We Work With
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Our latest thoughts on the issues and solutions in customer experience

How One Retail Manager Reduced Complaints by 40% with One Behavioural Nudge

Apr 8, 2025, 5:46:42 PM

5 Things to Say When a Customer Is Furious (But Still Right)

Mar 25, 2025, 5:45:45 PM

Tesco’s Misstep vs IKEA’s Smart Play

Feb 25, 2025, 3:41:50 PM

The Human Factor in Retail: Insights from the 2025 UK Customer Satisfaction Index

Jan 15, 2025, 7:04:51 PM

Why Connecting with Customers Outshines Product Expertise in Retail

Jan 8, 2025, 4:53:21 PM

2025 Retail Trends That Will Shape Customer Loyalty

Nov 22, 2024, 5:28:27 PM

An older shopper

Adapting to a New Wave: Why Retailers Must Prioritise Older Shoppers

Nov 13, 2024, 4:27:33 PM

Illustration showing the contrast beween a great and poor retail experience

10 Small Mistakes That Are Hurting Your Customer Experience

Nov 4, 2024, 5:34:35 PM

An illustration showing an animated scene of a bustling concert ticket booth with a large digital screen displaying 'Oasis Concert 2025' and fluctuating ticket prices.

The Controversy of Dynamic Pricing: Lessons from the Oasis Ticket Scramble

Sep 27, 2024, 4:52:46 PM

Building Better Customer Experiences Through Appreciative Inquiry

Sep 20, 2024, 3:18:54 PM

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