Data and insight are two very different things. I’ve written about businesses being awash with data in previous blogs, in contrast to insight wherein the true value lies. As a result of this universal realisation, many organisations are now looking to replace their old customer satisfaction tracking surveys with alternative processes. But it’s tricky. When an existing

What is a Product Experience?

An experience can be defined as two things: “Practical contact with and observation of facts or events” and “an event or occurrence which leaves an impression on someone”.

Notice the latter definition. Translated for the product experience - the product is the event or occurrence that leaves an impression on someone. And it is our aim to

If you think your brand is your most important asset, think again! You are right to think that it is the beacon around which everything else orbits, a symbol to the world representing your business purpose and values. But it’s nothing without your employees. They are the ones that make your brand ‘live’. They communicate it, act it, they personify it. Your employees are

Gone are the days of researchers standing outside high street stores trying to find a willing participant to take part in an accompanied shop, the days of following shoppers around with a notepad and cumbersome video camera to ensure key details are captured. Now, thanks to the smartphone, there’s a whole host of ways to achieve that in-the-moment shopper feedback without