Customer experience Archives

Insight before action: why research is the secret ingredient to success

A little consumer market research is the difference between a successful campaign, or going viral for all the wrong reasons.

Stop wasting money on bad brand tracking

Why bad brand tracking leaves more questions than answers.

It’s your duty to stop being a dinosaur

We know a thing or two about rewriting tricky comms. Want to meet those Consumer Duty standards? Here's what you need to do.

The alignment era: our six step guide

Brand alignment. Discover six practical steps to deliver on your brand promise, enhance customer experiences, and turn your vision into action.

Your brand vision: the four step guide to success

Unlock your company's potential with a brand vision that inspires teams, boosts efficiency, and keeps promises. Our four-step guide shows you how.

Brand alignment: when actions speak louder than logos

Learn why brand alignment is crucial for customer experience, employee engagement, and business success.

Wealth from experience

We’ve just merged our own CX and EX teams into one Experience team, so we thought we’d share our thoughts on the five big benefits of it.

Insight before action: why research is the secret ingredient to success

Stop wasting money on bad brand tracking

It’s your duty to stop being a dinosaur

The alignment era: our six step guide

Your brand vision: the four step guide to success

Brand alignment: when actions speak louder than logos

Wealth from experience

NCL: Sheer Bliss with the “Innovators in Cruise Travel”

The Midland spa – a far cry from ‘uninterrupted relaxation’

Finding New Depth in Chocolate: Rabot 1745 CX Review

Buying a sofa… service matters

How are brands responding to the cost of living crisis?

Calcott hotel and spa – Pain Points, Aligned Brand Basics and Brand Amplifiers

Abba voyage: gimmi gimmi more!

P&O Ferries CX review

HECK!toberfest- bringing to life the brand through a unique event

Melin Llynon: Keeping up with the modern consumer

Game of Thrones Studio Tour: exploring one of the greatest ever TV series

YOTEL: Customer Experience Review

Feeling the squeeze in the middle

CitizenM: Bad basics are not funny

Processes over people leads to an unhappy customer

Flight Club: let the competitive socialising games begin!

Center Parcs: A minor blip, or the start of a slump?

Dishoom: an irresistibly aligned experience

Clicks and Mortar: a missed opportunity

Everyman cinema- Redefining the cinema experience and service expectations

The name is the game

What Manchester United can learn from Aintree Racecourse’s Customer Experience