Archive for April 2019
Frictionless technology
The optimal customer experience should be be frictionless. Frictionless technology and design is in essence about reducing the energy required by an experience. In other words, the customer experience would…
Read MoreCrossing boundaries
As some of you are aware, KAM work across grocery retail as well as hospitality. This week I had the pleasure of seeing for myself, at the ACS conference, the way that…
Read MoreBill’s Bill’s Bill’s
This week I was lucky enough to eat lunch/dinner out in a restaurant or pub more often than I managed to get to my morning spin class. The first time…
Read MoreAre you responsible?
I was lucky enough to be part of the judging panel for the Scottish Local Retailer Rewards this week. It was great to see so many independent retailers doing great…
Read MoreRumours of the death of focus groups has been greatly exaggerated
With the increase in availability of new technologies and ‘instant insight’ it’s often easy to dismiss traditional research methodologies as yesterday’s news. However, although many new techniques have enhanced the…
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