Posts by Blake Gladman
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 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…
Read MoreThe experience economy: Connecting with customers
The experience economy: The move from shifting ‘stuff’ to connecting with customers on a more emotional level. The term was first coined by Joseph Pine II and James H. Gilmore…
Read MoreSustainability – keeping Britain tidy and sharing an authentic message
More often than not a walk down the hill from my house to the train station resembles a twisted version of the Crystal Maze. The game is a mixture of…
Read MoreFyre, Fyre, the festival’s on Fyre!
Fyre Fyre the festival’s on Fyre! I’m on a roll with the Alan Partridge references now. This one is a little more obscure and perhaps aimed at the 1%. Which…
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