https://www.customerfaithful.com/home daily 1.0 2025-08-30 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1529610967699-PDGW53OG23620U8L1MU5/grid-3227459_1920.jpg Home https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/e42548b8-3890-4075-bb16-93d92e2c8d5a/Firefly+middle+aged+woman+directly+facing+forward+with+a+serious+loo Home - Patient Experience Patient experience is our speciality. Our work with patients and caregivers uncovers the individual experiences of living with health challenges, and delivers academic standard qualitative research you can trust and apply. https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/174811c5-3008-4e60-96c1-c9ac43c9a290/Firefly+busy+urban+cafe+scene+with+a+person+being+served+coffee+by+a+barista+in+an+outdoor+setting+9.jpg Home - Customer Experience Our in-depth techniques of customer attitude, feelings and behaviours give clients the edge over their competitors, in understanding the voice-of-the-customer and how to respond. https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/e16fd2ad-abe5-46ca-9673-b6723ae28847/Firefly+close+up+of+a+table+football+with+no+people+playing+31525.jpg Home - Employee Engagement We conduct employee engagement research to create a happy and productive workforce. From front line teams to the Board, we’ll find the insight you need to transform your teams. https://www.customerfaithful.com/our-clients daily 0.75 2018-08-07 https://www.customerfaithful.com/our-clients/rcvs monthly 0.5 2021-07-20 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1626788507336-JC0UYS3HRKFL0GXY0SKI/fluid.png Our Clients - Royal College of Veterinary Surgeons (RCVS) - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.customerfaithful.com/our-clients/stagecoach monthly 0.5 2019-05-08 https://www.customerfaithful.com/our-clients/pfizer monthly 0.5 2019-05-08 https://www.customerfaithful.com/our-clients/argos monthly 0.5 2023-02-22 https://www.customerfaithful.com/our-clients/qvc monthly 0.5 2019-05-08 https://www.customerfaithful.com/our-clients/dlapiper monthly 0.5 2019-05-08 https://www.customerfaithful.com/our-clients/ingeus monthly 0.5 2019-05-08 https://www.customerfaithful.com/our-clients/teva monthly 0.5 2018-09-18 https://www.customerfaithful.com/our-clients/ordnance-survey monthly 0.5 2020-08-18 https://www.customerfaithful.com/our-clients/amgen monthly 0.5 2018-09-18 https://www.customerfaithful.com/our-clients/world-duty-free monthly 0.5 2018-08-07 https://www.customerfaithful.com/our-clients/crabtree-evelyn monthly 0.5 2018-08-07 https://www.customerfaithful.com/our-clients/scudamores monthly 0.5 2019-01-22 https://www.customerfaithful.com/our-clients/nhs monthly 0.5 2018-09-18 https://www.customerfaithful.com/our-clients/circle monthly 0.5 2019-01-22 https://www.customerfaithful.com/our-clients/category/Customer+Experience monthly 0.5 https://www.customerfaithful.com/our-clients/category/Employee+Engagement monthly 0.5 https://www.customerfaithful.com/our-clients/category/Small+Business+Support monthly 0.5 https://www.customerfaithful.com/our-clients/tag/customer+experience monthly 0.5 https://www.customerfaithful.com/what-we-say daily 0.75 2024-05-06 https://www.customerfaithful.com/what-we-say/ai-can-help-nhs-to-improve-its-human-touch monthly 0.5 2023-11-20 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/993ff0b0-d2e3-488b-afc3-f1f3aec87090/Screenshot+2023-11-20+at+09.34.12.png What We Say - AI can help NHS to improve its human touch - What do we know about empathy from HCPs? Marie Curie’s excellent and comprehensive 2016 report “A long and winding road - Improving communication with patients in the NHS.” details the history of HCP-patient communications, why problems exist and most encouragingly, a section on tools and initiatives that have shown promising improved outcomes. An example is a randomised controlled trial that found clinical nurse specialist trainees, when assigned a clinical supervisor after attending a communication course, demonstrated greater sensitivity to psycho-social cues from patients than those in the control group (unsupervised trainees). But as the report points out, “The obstacle for managers is how to ensure healthcare professionals put their communication skills into practice.” https://www.customerfaithful.com/what-we-say/podcast-how-customer-journey-research-can-link-brand-and-employees-together monthly 0.5 2024-04-16 https://www.customerfaithful.com/what-we-say/launch-of-rare-diseases-multi-agency-offer-called-n1 monthly 0.5 2022-02-28 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/ee8a5aaa-5718-4433-8bd5-3e253adf502d/Linkedin+1.png What We Say - Customer Faithful joins launch of rare diseases multi-agency offer called n=1 - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.customerfaithful.com/what-we-say/news-cf-has-reviewed-its-face-to-face-research-policy-as-of-19-july-2021 monthly 0.5 2024-04-12 https://www.customerfaithful.com/what-we-say/is-nice-decision-making-for-rare-diseases-failing-patients monthly 0.5 2024-05-06 https://www.customerfaithful.com/what-we-say/the-value-of-employee-engagement-heat-maps monthly 0.5 2024-05-06 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055683153-4IA5I8X82G7845C7381N/Engagement-Heat-Map-1-1024x381.png What We Say - The value of employee engagement heat-maps Engagement Heat Map https://www.customerfaithful.com/what-we-say/building-creative-confidence-how-we-used-design-thinking-to-improve-our-design-thinking-workshops monthly 0.5 2024-04-12 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1621330834477-6LD8T2M4GRO7WS71BY8R/Screenshot+2021-05-18+at+10.40.04.png What We Say - Building Creative Confidence: How we used Design Thinking to improve....... our Design Thinking Workshops! https://www.customerfaithful.com/what-we-say/dont-let-big-data-bully-patients-at-your-health-conference monthly 0.5 2021-05-18 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1613558611434-H3DGMSNN8JT50AGGRGWL/IMG_1391.jpg What We Say - Don’t let Big Data bully patients at your health conference https://www.customerfaithful.com/what-we-say/cancer-clinical-trials-how-patient-centric-are-they monthly 0.5 2024-04-16 https://www.customerfaithful.com/what-we-say/how-design-thinking-can-help-the-hospitality-sector-recover-from-lockdown monthly 0.5 2024-04-12 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1592399231156-CHIPQKVUVIATPZP1UVGC/Covid+Reassurance+factors+for+hotel+guests.png What We Say - How Design Thinking can help the hospitality sector recover from lockdown https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1592403672290-VYPME67C5I6ZJHQCNDUP/schloss2.png.jpg What We Say - How Design Thinking can help the hospitality sector recover from lockdown https://www.customerfaithful.com/what-we-say/is-the-digital-workplace-eroding-the-biology-of-trust monthly 0.5 2025-06-25 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/02a258d1-4d73-464b-b14e-6f3d6bffe93e/A+conceptual+digital+artwork+representing+the+erosion+of+trust+in+the+digital+workplace.+The+image+f.jpeg What We Say - Is the digital workplace eroding the biology of trust? - What is trust? “Trust is the lubrication that makes it possible for organisations to work.” (Warren Bennis - Founding Chairman, The Leadership Institute, University of Southern California) https://www.customerfaithful.com/what-we-say/bus-passengers-call-for-return-of-conductors-1 monthly 0.5 2024-04-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1560420702316-IFKVEFVFKCY6TFQPB5GL/Night+Bus+opinion+poll+final.png What We Say - BUS PASSENGERS CALL FOR RETURN OF CONDUCTORS Opinion Poll conducted 10th - 12th June 2019 https://www.customerfaithful.com/what-we-say/ugly-duckling monthly 0.5 2024-04-12 https://www.customerfaithful.com/what-we-say/the-paradox-of-authenticity-vs-shared-company-values monthly 0.5 2018-11-20 https://www.customerfaithful.com/what-we-say/podcast-shouldnt-you-want-to-delight-patients-and-deliver-care monthly 0.5 2024-04-16 https://www.customerfaithful.com/what-we-say/how-should-you-act-on-comments-in-employee-surveys monthly 0.5 2018-09-19 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1537363974456-YOL42MS45UN21ICV2MXW/landd2.png What We Say - How should you act on comments in employee surveys? https://www.customerfaithful.com/what-we-say/is-your-employee-engagement-survey-working monthly 0.5 2024-04-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/d9340a6f-b316-4365-a424-c4af278589cf/Screenshot+2024-04-16+at+09.40.02.png What We Say - Is your employee engagement survey working? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.customerfaithful.com/what-we-say/how-to-unlock-employee-engagement-thats-unique-not-formulaic-2 monthly 0.5 2025-02-04 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/a8b04514-1806-42fc-81ad-98a86dee7edb/Firefly+employee+engagement+survey+85389.jpg What We Say - How to unlock employee engagement that’s unique, not formulaic https://www.customerfaithful.com/what-we-say/faithful-in-crisis monthly 0.5 2025-02-04 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/758aa4d2-43d0-4dc0-8b72-1a922348a043/Firefly+volcano+spewing+grey+smoke+into+the+sky+31557.jpg What We Say - Staying Faithful in a Crisis - Lessons from a Volcano https://www.customerfaithful.com/what-we-say/half-day-workshop-the-fast-track-step-by-step-guide-to-gdpr-compliance-for-small-business monthly 0.5 2025-02-04 https://www.customerfaithful.com/what-we-say/how-to-innovate-from-existing-ideas monthly 0.5 2025-02-04 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/00378a42-c655-44a6-9cf3-f679d9a916a4/Firefly+innovative+idea+generation+43175.jpg What We Say - How To Innovate From Existing Ideas https://www.customerfaithful.com/what-we-say/creating-loyal-customers-in-2015-part-2-segmenting-for-loyalty monthly 0.5 2025-02-04 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/ecaffa1a-6548-4066-a46b-06a7fdcc3f67/Firefly+image+of+a+fruit+with+segments%2C+with+different+coloured+segments+94485.jpg What We Say - Creating loyal customers - Segmenting for loyalty https://www.customerfaithful.com/what-we-say/how-summer-music-festivals-are-embracing-customer-experience monthly 0.5 2021-01-22 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533230774283-9IN63MDDWFVMCWRRR4YV/pemberton-music-festival-evening.jpg What We Say - Why Summer Music Festivals Must Embrace Customer Experience Post-Covid https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055680656-17HUQA15K14K8JN4OHHJ/music-festival-1024x683-300x200.jpg What We Say - Why Summer Music Festivals Must Embrace Customer Experience Post-Covid https://www.customerfaithful.com/what-we-say/what-mary-portas-didnt-suggest-for-britains-high-streets monthly 0.5 2025-02-04 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/358a10d7-213c-44fc-bc7b-395ef0642b6c/Screenshot+2025-02-04+at+09.23.43.png What We Say - What Mary Portas didn't suggest for Britain's High Streets... images https://www.customerfaithful.com/what-we-say/rewarding-behaviour-how-to-get-what-we-all-want monthly 0.5 2025-02-04 https://www.customerfaithful.com/what-we-say/why-beyond-the-pill-is-holding-back-big-pharma monthly 0.5 2025-02-05 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/0dc224c9-da6a-480a-9db4-f4d105d52d60/Firefly+images+of+a+local+neighbourhood+displayed+around+a+pharmaceutical+pill+94485.jpg What We Say - Why “beyond-the-pill” is holding back Big Pharma https://www.customerfaithful.com/what-we-say/make-a-new-years-first-impression monthly 0.5 2018-08-07 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533653994142-05BQF9927KCCS7OM74I7/image-asset.jpeg What We Say - How an organisation can make a great New Year's First Impression https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055672956-KNOAUKGCZRW5SG4RJBA8/Screen-Shot-2013-01-07-at-17.29.391-300x108.png What We Say - How an organisation can make a great New Year's First Impression Learning at LeSPORT https://www.customerfaithful.com/what-we-say/do-you-get-my-drift-why-off-topic-ethnographic-thinking-should-be-your-2018-research-goal monthly 0.5 2018-08-07 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533654031311-ZL68ICB2VTHZ19EURCQR/image-asset.jpeg What We Say - “Do You Get My Drift?” Why ‘Off-topic’ ethnographic thinking should be your 2018 research goal https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055686053-5QRTLU11OH7K5DH0L89X/BigM_600mL_IcedCoffee_Spritzed_3D.png What We Say - “Do You Get My Drift?” Why ‘Off-topic’ ethnographic thinking should be your 2018 research goal https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055686053-5QRTLU11OH7K5DH0L89X/BigM_600mL_IcedCoffee_Spritzed_3D.png What We Say - “Do You Get My Drift?” Why ‘Off-topic’ ethnographic thinking should be your 2018 research goal https://www.customerfaithful.com/what-we-say/who-judges-the-benefit-of-cancer-drugs monthly 0.5 2018-08-13 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534178653873-OGVRQP4B5D97SFQZUIUU/In-hospital-with-Neutropenia.jpg What We Say - Who judges the benefit of cancer drugs? https://www.customerfaithful.com/what-we-say/a-short-history-of-our-patient-experience-development monthly 0.5 2018-08-13 https://www.customerfaithful.com/what-we-say/how-to-test-if-a-customer-promise-is-truly-customer-centric monthly 0.5 2026-01-26 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055685359-MQ4CQ3Y3656E9XP08QMS/Screen-Shot-2016-11-01-at-10.13.48.png What We Say - How to test if a customer promise is truly ‘customer-centric’ Screen Shot 2016-11-01 at 10.13.48 https://www.customerfaithful.com/what-we-say/seasons-greetings-our-festive-video-is-here monthly 0.5 2018-08-13 https://www.customerfaithful.com/what-we-say/uk-asthma-care-1-billion-well-spent monthly 0.5 2018-08-13 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534179317349-M94RPUHNI6TMBD8G5U5R/And-Breathe...-1068x493.jpg What We Say - UK asthma care: £1 billion well spent? https://www.customerfaithful.com/what-we-say/why-is-rail-ticketing-still-going-in-the-wrong-direction monthly 0.5 2018-08-13 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534179365364-7VBFAYCVG0009ESEHZI4/train-tickets.jpeg What We Say - Why is rail ticketing still going in the wrong direction? https://www.customerfaithful.com/what-we-say/im-sorry-were-fresh-out-of-service monthly 0.5 2018-08-24 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534179424980-A3HJINY02O7V0D4RQOKK/IMG_2343-e1480694541180-696x639.jpg What We Say - "I'm sorry - we're fresh out of service" https://www.customerfaithful.com/what-we-say/whats-the-most-common-flaw-in-customer-journey-design monthly 0.5 2018-08-02 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533234180526-F2U942DS9O0CV6HFES1G/customer-journey.png What We Say - What's the most common flaw in customer journey design? https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055685558-3ULATV1TGA1WEHK2I0IT/Screen-Shot-2016-11-25-at-11.07.19-1024x930.png What We Say - What's the most common flaw in customer journey design? Screen Shot 2016-11-25 at 11.07.19 https://www.customerfaithful.com/what-we-say/customer-faithful-on-tv-broadcast-optimising-research-within-healthcare monthly 0.5 2018-08-13 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534179503396-8I3TM2EGPMOR3ENI8XI0/CvhMXVYUsAAJf1M.jpg What We Say - Customer Faithful on TV Broadcast - "Innovation in Healthcare: Medical Research" https://www.customerfaithful.com/what-we-say/customer-faithful-speaking-at-customer-experience-summit-lords-cricket-ground monthly 0.5 2018-08-13 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534179621138-WFU1K1D1LFJU81O6BRGX/image-asset.jpeg What We Say - Customer Faithful speaking at Customer Experience Summit - Lords Cricket Ground https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055645556-1FW3X389RKRZ77VVHYQW/oslogo-300x243.png What We Say - Customer Faithful speaking at Customer Experience Summit - Lords Cricket Ground oslogo https://www.customerfaithful.com/what-we-say/customer-faithful-speaking-at-bhbia-workshop-london monthly 0.5 2018-08-13 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534179586249-JZVSRXA21JWJTV8CDHOA/image-asset.jpeg What We Say - Customer Faithful speaking at BHBIA Workshop - London https://www.customerfaithful.com/what-we-say/how-to-recognise-an-experience-led-brand monthly 0.5 2018-08-02 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533235033465-B0DWMR973CBL3LXR6N7S/image-asset.jpeg What We Say - How to recognise an experience-led brand https://www.customerfaithful.com/what-we-say/why-the-voice-of-the-patient-matters-so-much monthly 0.5 2020-05-10 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534179704838-0NWYU3GOQ8OMY8RHLRIA/A-good-old-chin-wag-696x451.jpg What We Say - Why the 'voice-of-the-patient' matters so much https://www.customerfaithful.com/what-we-say/customer-experience-case-study-lululemon monthly 0.5 2022-05-09 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533230158861-K332KU48IVYCF9ZV3AL8/Lulu+Lemon.jpg What We Say - Customer Experience Case Study: Lululemon https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055676155-ZP963HCFSU62HF6LK5C2/lululemon_s640x480-300x225.jpg What We Say - Customer Experience Case Study: Lululemon lululemon_s640x480 https://www.customerfaithful.com/what-we-say/how-to-innovate-with-customer-journey-maps monthly 0.5 2018-08-02 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533230691171-8OCDVQQAI7RNFGZ1NNKJ/journey-map-hi-res.jpg What We Say - How To Innovate with Customer Journey Maps https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055683555-1REFVW8FZ3GRMLWD1UTG/The-most-terrible-poverty...-300x200.jpg What We Say - How To Innovate with Customer Journey Maps The most terrible poverty... https://www.customerfaithful.com/what-we-say/how-to-unlock-employee-engagement-thats-unique-not-formulaic monthly 0.5 2018-08-29 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534179817374-HE91WRQRATHXUTBUUFCK/cinnamon-ornaments-gingerbread-boy-696x464.jpg What We Say - How to unlock employee engagement that’s unique, not formulaic https://www.customerfaithful.com/what-we-say/patient-engagement-starts-with-what-inspires monthly 0.5 2018-08-13 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534179858148-F8YUVDKJKYYP6RUJ7TZ1/image-asset.jpeg What We Say - Why Patient Engagement is a goal, not a starting point https://www.customerfaithful.com/what-we-say/out-of-control-how-asthma-patients-vs-doctors-definitions-is-holding-back-healthcare monthly 0.5 2018-08-13 https://www.customerfaithful.com/what-we-say/customer-experience-management-fundamentals-course-released-london monthly 0.5 2018-08-02 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533234644492-FG5Q1LWQZL3DCJHIS9QK/image-asset.png What We Say - Customer Experience - Fundamentals Course - LONDON https://www.customerfaithful.com/what-we-say/customer-faithful-to-speak-at-bhbia-conference-london monthly 0.5 2018-08-13 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534180003602-ATHN6SGFGCZ2DFLKTPNX/Screen-Shot-2016-02-23-at-19.04.16.png What We Say - Customer Faithful at BHBIA Conference - London https://www.customerfaithful.com/what-we-say/the-role-of-random-acts-of-kindness-in-customer-experience monthly 0.5 2018-08-02 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533230540252-OXPUSCJMA61AD790D30P/Random.png What We Say - The Role of ‘Random Acts of Kindness’ in Customer Experience https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055682657-4ITY04JUDEM004LO36R4/Random-300x225.png What We Say - The Role of ‘Random Acts of Kindness’ in Customer Experience Biotherm https://www.customerfaithful.com/what-we-say/how-to-tell-if-you-should-segment-your-customers-into-tribes monthly 0.5 2018-08-02 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533234557610-5USJ1A18RAAILOW2WUOI/image-asset.jpeg What We Say - What are 'tribes' and do you need a new segmentation? https://www.customerfaithful.com/what-we-say/has-customer-journey-mapping-lost-the-plot monthly 0.5 2018-08-07 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533230295848-P201V5BJGRY88Y0PP2XJ/cjm-1.png What We Say - Has customer journey mapping lost the plot? https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055673460-DDZL5L6T5A4QMRYACLLK/generic-customer-journey-mapping-300x205.png What We Say - Has customer journey mapping lost the plot? 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Our Rules https://www.customerfaithful.com/what-we-say/shopping-centres-arent-just-for-christmas monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534430236504-D2SU6X1R1CFF5T5UQRS7/shop-centre.jpg What We Say - Shopping Centres aren’t even for Christmas anymore https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055670153-CID33NJB9RR5U1SRIWUV/footfall_3551556b.jpeg What We Say - Shopping Centres aren’t even for Christmas anymore Source: British Retail Consortium https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055670053-OTVOY8AMC2D4NV8B88A3/Westfield-Shopping-Centre-300x225.jpg What We Say - Shopping Centres aren’t even for Christmas anymore Rubbing shoulders with .....everyone at Westfield https://www.customerfaithful.com/what-we-say/why-customer-experience-should-be-on-the-sales-directors-agenda monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534430288365-J7ZV1J0X4PME9BF9R0YF/image-asset.png What We Say - Why Customer Experience should be on the Sales Director’s Agenda https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055666657-RQ30H84DA7N8C8M64FUM/magnifying-glass-300x225.jpg What We Say - Why Customer Experience should be on the Sales Director’s Agenda magnifying-glass https://www.customerfaithful.com/what-we-say/a-fast-track-route-to-customer-loyalty monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055669756-22DTUK2YN1RMGNSOBY3Z/Waiting-more-than-1-hour-for-United-States-Immigration-control-JKF-Airport-New-York-1-300x225.jpg What We Say - A Fast-Track Route to Customer Loyalty Waiting more than 1 hour for United States Immigration control (JKF Airport - New York)-1 https://www.customerfaithful.com/what-we-say/still-more-ideas-for-improving-queuing monthly 0.5 2018-09-04 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533233704633-CPK2KGMD0BFI8U7U2595/baggage-claim-crowd2.jpg What We Say - Still More Ideas for Improving Queuing https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055667354-TR1Z4EOHQA52VJTPVP3V/Bottom-lift-line-300x200.jpg What We Say - Still More Ideas for Improving Queuing Bottom lift line https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055669956-GKGGI4NJP3GCASBNVTP2/single-line-queue-management1-139x300.jpg What We Say - Still More Ideas for Improving Queuing Print https://www.customerfaithful.com/what-we-say/how-can-we-join-up-the-jigsaw-of-healthcare monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534430933842-XSP8Z4UCV04R659E9WRC/image-asset.jpeg What We Say - How can we join up the jigsaw of healthcare? 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Healthcare_500x341 https://www.customerfaithful.com/what-we-say/ways-for-marketers-to-beat-the-downturn monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534442414490-81QJ7PBI8V4TIOXIU9SE/image-asset.jpeg What We Say - Ways for marketers to beat the downturn https://www.customerfaithful.com/what-we-say/watching-gen-y-shop-for-christmas-5-lessons monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534442531451-Z8MXTKDTI11HZHZ1S1WD/image-asset.png What We Say - Watching Gen Y shop for Christmas - 5 Lessons https://www.customerfaithful.com/what-we-say/3-tips-for-an-winning-app monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534442578161-CSASU814WNNATJ8DU01X/image-asset.jpeg What We Say - 3 Tips For A Winning App https://www.customerfaithful.com/what-we-say/building-a-mindset-of-being-better monthly 0.5 2018-08-16 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https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534443237078-0GF44ED5GJH8YFZHPIRL/image-asset.png What We Say - Improve Your Customer Experience…with direct mail techniques! https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055659959-PNXQVYA307KH4FPR8ZCT/bank-statement-300x268.gif What We Say - Improve Your Customer Experience…with direct mail techniques! bank-statement https://www.customerfaithful.com/what-we-say/brand-authority-through-talent-management-london monthly 0.5 2018-08-16 https://www.customerfaithful.com/what-we-say/how-to-improve-over-hyped-marketing monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534443409915-F3LF67MWROE7T6XKBUXD/image-asset.jpeg What We Say - How to improve over-hyped marketing https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055658154-GRW2238M8SQJ6QUYEFRY/pro_863_org_sp863.jpg What We Say - How to improve over-hyped marketing pro_863_org_sp863 https://www.customerfaithful.com/what-we-say/what-patients-say-about-the-nhs-experience monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534443446972-0Q93KCFBOVN8GDVL4FII/image-asset.jpeg What We Say - What Patients say about the NHS Experience https://www.customerfaithful.com/what-we-say/right-touch-regulation-a-glass-half-full monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534443950528-UIRMWIZSWMQL8FHUIEYS/198556_ad28a83fd2a24d27ae4b9999474b814fmv2-696x543.jpg What We Say - Right Touch Regulation – A Glass Half Full https://www.customerfaithful.com/what-we-say/what-marketers-can-learn-from-broadband-advertising monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534444612266-IO1R05ZNO0WTW15QNYK4/image-asset.png What We Say - What marketers can learn from broadband advertising 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Un-Bundling https://www.customerfaithful.com/what-we-say/when-company-values-promise-but-dont-deliver monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534444840660-CQL2T98CJ4CEDKO40N2C/Core-Values-with-Lightbulb-696x458.jpg What We Say - When Company Values promise but don’t deliver….. https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533055652155-ATI78G6MSJ2B4K5H7AVL/bhs-224x300.jpg What We Say - When Company Values promise but don’t deliver….. bhs https://www.customerfaithful.com/what-we-say/claire-rayner-the-great-campaigner monthly 0.5 2018-08-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534444919115-MJ1YQBIKGF3ZKBYEY5OY/claire-rayner-thumb-300x211.jpg What We Say - Claire Rayner - The Great Campaigner https://www.customerfaithful.com/what-we-say/how-cartoons-can-unlock-a-workshop monthly 0.5 2018-08-16 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https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1626084040655-66AU4P4BJFUIK8SK2SWF/Screenshot+2021-07-12+at+11.00.11.png What We Achieve - Two man deliveries Customer Journey Mapping - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.customerfaithful.com/what-we-achieve/pfizer monthly 0.5 2018-08-13 https://www.customerfaithful.com/what-we-achieve/crabtree-evelyn monthly 0.5 2021-07-12 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1626083824490-SKT7NSN3JSLJYFE5WZX2/C%26E+Brand+Wheel+.png What We Achieve - “Keep The Best” Brand repositioning - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.customerfaithful.com/what-we-achieve/teva monthly 0.5 2021-07-12 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1626083536514-Q77N18S1I10WHIDOBUD1/inhaler+.png What We Achieve - Sheffield Test Bed Patient Experience Research - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1626083561379-81MYO6653VFOE4P8FH1I/patient+report.png What We Achieve - Sheffield Test Bed Patient Experience Research - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.customerfaithful.com/what-we-achieve/circle-housing monthly 0.5 2021-07-12 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1626083275339-VJ1W3OL1IE8477U7YD19/Screenshot+2021-06-28+at+09.46.09.png What We Achieve - From Moving In to Moving On: The Tenant Experience Journey - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.customerfaithful.com/what-we-achieve/tag/Animal+Healthcare monthly 0.5 https://www.customerfaithful.com/the-great-resignation daily 0.75 2024-04-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1713257727363-8Q93LECBUKMK9S3SYD63/image-asset.jpeg The Great Resignation https://www.customerfaithful.com/the-great-resignation/what-nhs-staff-retention-struggles-can-teach-us-all-about-the-great-resignation monthly 0.5 2024-04-12 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/a185cbc6-3da8-4263-92cc-710bb90ae3af/Screenshot+2022-01-19+at+12.53.50.png The Great Resignation - What NHS staff retention struggles can teach us all about the Great Resignation - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.customerfaithful.com/the-great-resignation/as-work-from-home-restrictions-return-how-can-employers-tune-in-to-staff-concerns monthly 0.5 2024-04-12 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/da350199-a9a4-4425-beea-b9d0b7430ded/return+to+work+survey+demo+profile.png The Great Resignation - As work-from-home restrictions return, how can employers tune in to staff concerns? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.customerfaithful.com/the-great-resignation/could-worker-re-think-over-their-careers-herald-a-longer-term-change-way-beyond-covid monthly 0.5 2024-04-12 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1624902942193-4W9B7MTE6WTOX3MGXZSV/work+from+home+split.png The Great Resignation - Could worker re-think over their careers herald a longer-term change way beyond Covid? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.customerfaithful.com/the-great-resignation/why-are-millennials-and-gen-z-leading-the-great-resignation monthly 0.5 2024-04-12 https://www.customerfaithful.com/the-great-resignation/can-you-reset-your-role-without-choosing-to-quit monthly 0.5 2024-04-12 https://www.customerfaithful.com/the-great-resignation/category/Work+From+Home monthly 0.5 https://www.customerfaithful.com/the-great-resignation/category/Great+Resignation monthly 0.5 https://www.customerfaithful.com/the-great-resignation/category/Workplace+Culture monthly 0.5 https://www.customerfaithful.com/our-ai-policy daily 0.75 2026-03-13 https://www.customerfaithful.com/our-ai-policy/our-response-to-microsoft-copilot-integrating-anthropic-cowork monthly 0.5 2026-03-13 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/08f6a6ae-c20c-47bc-8b12-3919f2a5aa7b/Cowork+integrates+with+Copilot.png Our AI Policy - Our response to Microsoft Copilot integrating Anthropic Cowork - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.customerfaithful.com/our-ai-policy/customer-faithful-adopts-microsoft-copilot-as-its-default-ai-assistant monthly 0.5 2026-03-13 https://www.customerfaithful.com/newsletter-signup daily 0.75 2018-08-30 https://www.customerfaithful.com/welcome-to-colourfix daily 0.75 2019-07-29 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1563876158074-6UX05MA3OXJ4FBEW58BD/colourfix+logo+teal.jpeg welcome-to-colourfix https://www.customerfaithful.com/another-test daily 0.75 2019-07-23 https://www.customerfaithful.com/new-cover-page daily 0.75 2021-03-10 https://www.customerfaithful.com/about-us daily 0.75 2024-04-15 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1532339711363-CSVFWP1F8VZTKFHVNWDB/jussara-romao-345661-unsplash.jpg About Customer Faithful https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533043451588-9YVW1J26NDIUNDL3J47O/Yellow+BG_1.png About Customer Faithful - Based in the UK, our work is international, with clients ranging from multinational corporations to privately-run organisations and small businesses. We are proud to work with many of our clients on an on-going basis, and we’re happy to arrange for a personal testimonial of our work on request. Rick Harris, Customer Faithful https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/06a6bebc-a306-413b-8c1d-b2a85cb4019b/Firefly+middle+aged+woman+directly+facing+forward+with+a+serious+loo About Customer Faithful - Patient Experience Enabling those in healthcare, pharmaceuticals and biosciences to understand and centre their organisations around patients, caregivers and those who support them. We uncover what matters most to patients, using a range of methodologies. Our insights can be widely applied, from patient support to brand team guidance and reputation management. https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/e1e529f5-00e5-46f5-b478-b1bf5317efc7/Firefly+close+up+of+a+table+football+with+no+people+playing+31525.jpg About Customer Faithful - Employee Engagement Supporting companies who have an aspiration to be regarded by their employees as a great place to work. We use our qual research expertise & techniques to uncover, interpret and track employee motivation and engagement in the workplace. Our end-to-end services range from baseline ‘discovery’ engagement for new organizations, through to on-going Pulse surveys and senior team engagement programmes. https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/38929811-5c15-400f-a915-37da91066d2c/Firefly+busy+urban+cafe+scene+with+a+person+being+served+coffee+by+a+barista+in+an+outdoor+setting+9.jpg About Customer Faithful - Customer Experience Our expertise will help you hear, interpret and act on the voice-of-the-customer. It enables a better experience for customers, as well as improved business results. https://www.customerfaithful.com/contact-us daily 0.75 2018-08-29 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1529617983695-D4KJ9YT3956A4NF53PNG/begin.jpg Contact Us https://www.customerfaithful.com/patient-experience daily 0.75 2025-08-30 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1529616510636-YG6QMVU8W9W5UTNRQNDL/malvestida.jpg Patient Experience https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/c773e0c0-c122-46e6-bcd8-160f3a21fd14/Firefly+photo+of+two+middle+aged+people+in+a+serious+discussion+in+a+living+room+24327.jpg Patient Experience - Voice-of-the-Patient Research https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/458d53a6-2d1f-410a-ac03-c52b02a4c461/Firefly+young+man+using+social+media+on+his+phone+sitting+on+a+bu Patient Experience - Social Listening Voice-of-the-Patient Research https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/411d4671-dd8c-4a63-8ba0-0b7ab83e8000/Firefly+results+of+a+meta+analysis+of+researc Patient Experience - Meta Analysis of Past Research https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/43251e27-7e50-48ee-a082-7efb94ab041f/Firefly+a+white+American+lady+sitting+near+a+computer+with+a+serious+expression+in+their+own+apartme.jpg Patient Experience - Video Ethnography https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533041580131-MWZUWNA98B8NB55DL60E/Red+BG.png Patient Experience - "This is how we define ‘patient centricity’ - to cast the patient in the role of ‘expert’, and seek to learn directly from their holistic views, stories and experiences, not just their symptoms." Rick Harris, Customer Faithful https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533041851209-HEGX94XMXSLEYANKEJPS/noun_Man+Sitting+and+Talking_1250227_d9a500.png Patient Experience https://www.customerfaithful.com/customer-experience daily 0.75 2024-04-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1529617668694-63OUYG2JOEFH7W6LHNQC/cafe.jpg Customer Experience https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/05d28e50-67f7-4963-9e57-ea526e0d5e91/Screenshot+2024-04-15+at+12.07.41.png Customer Experience - Customer Journey Mapping & Design https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1713257336347-PC0BXNAWYJL94YN9Q7DK/image-asset.jpeg Customer Experience - Social Listening https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1713257472604-8P329NN3XLYAT9YJ5JFC/image-asset.jpeg Customer Experience - Bespoke Consultancy https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1713257611157-Y2BL5LQZLZVHNXFQ3BLJ/image-asset.jpeg Customer Experience - Small business support https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533042511077-IJWLTA9OY12E9F9T4937/noun_career+growth_1327269_d9a500.png Customer Experience https://www.customerfaithful.com/employee-engagement daily 0.75 2024-04-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1713200255302-Y3XB9A258YZV3TGWS8TY/Firefly+close+up+of+a+table+football+with+no+people+playing+31525.jpg Employee Engagement https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/c5460ff5-20fa-42d6-a3a6-c7a054801b33/Firefly+a+female+worker+in+a+factory+environment%2C+wearing+helmet+and+safety+glasses+while+working+76.jpg Employee Engagement - EMPLOYEE EXPERIENCE Redesign and re-engage post Covid https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/7d4c51a4-38ad-4dc7-9edd-d137ec805175/Screenshot+2024-04-16+at+09.17.10.png Employee Engagement - AI Emotion Analytics https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1713257871570-M6QCWUFNK63U4AACZM9D/image-asset.jpeg Employee Engagement - NAVIGATING “THE GREAT RESIGNATION” Read our insight and experience blog of workforce management during and after Covid-19 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533042974610-1NXL0CD9WTPQ1MQD8GP4/Red+BG.png Employee Engagement - "At Customer Faithful, we have designed a step-by-step approach to employee engagement, making it easy to plan and budget for." Rick Harris, Customer Faithful https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533043382680-MQ55K8TR3H5ED7GFT6X2/noun_certified_1852090_d9a500.png Employee Engagement https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533043152992-9BDDK9I6UZ5BWI3GJ1EJ/noun_soft+skills_1852058_d9a500.png Employee Engagement https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533043280957-OFWN2ZZRROC62VX8MY4E/noun_business+talk_1852046_d9a500.png Employee Engagement https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533043182798-8HYOYSVWSF8ZOHSKYWGR/noun_Business++Idea_1852015_d9a500.png Employee Engagement https://www.customerfaithful.com/face-to-face-voice-of-the-patient-research daily 0.75 2025-09-02 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1531259857889-UXONUAF26NFW1Y3UH7AE/rawpixel-403494-unsplash.jpg Face to Face Voice of the Patient Research https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534428542677-85Z4LE902ZP8B9PBNWY8/mrcc+lifeline.jpg Face to Face Voice of the Patient Research https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533240724057-DCGV0TK4NZY9511L7WT0/IMG_1415.JPG Face to Face Voice of the Patient Research https://www.customerfaithful.com/social-listening-voice-of-the-patient-research daily 0.75 2024-08-02 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1531260386334-J4XC7J3XYIM6RUMPDXWA/social+voice+of+patient+listening.jpg Social Listening Voice of the Patient Research https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/3b5c0e88-8f47-4409-896f-c5f3e69e92e0/Firefly+depressed+woman+seated+in+her+kitche Social Listening Voice of the Patient Research https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534195120049-17JULU3FHFNWKIFC83U4/Red%2BBG.png Social Listening Voice of the Patient Research - Customer Faithful provided us with critical insights through combining social listening, focus groups and other research methodologies providing real world insights directly from patients. Their expertise, engagement and ability connecting the dots between various data points were highly valuable for us and our wider community. They changed our perceptions about the patient's problems and the need for solutions Team Leader - Global Pharmaceutical Company https://www.customerfaithful.com/meta-analysis-of-past-research daily 0.75 2018-11-08 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1531261410937-D7GRMHCUPPDT121S7T5B/meta+analysis+past+research.jpg Meta Analysis of Past Research https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534429246986-JHHP4BHX4TCNRWDOSMD0/IMG_1415.JPG Meta Analysis of Past Research https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534429274275-96H4KABMHR14T7LAHZUF/Lifelines+Integrator+logo.png Meta Analysis of Past Research https://www.customerfaithful.com/video-ethnography daily 0.75 2018-08-13 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1531262755476-57LQV8W51S8Q0NFUJXHY/hermes-rivera-603121-unsplash.jpg Video Ethnography https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534195582330-H9YMGYPUE4CFIPCGOUS9/IMG_1219.jpg Video Ethnography https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534195802339-1CEFQT61U0O2WSVU6WAO/image-asset.png Video Ethnography - I would recommend Rick and Customer Faithful to any healthcare company that is looking to go beyond the “traditional” Patient Journey and really understand patients and their holistic disease support needs. His application of market research methodologies is unique and extremely valuable. He is a true partner and an extension of a company’s market research team. Director -Global Pharmaceutical Company https://www.customerfaithful.com/customer-journey-mapping-and-design daily 0.75 2021-05-10 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1531491272521-PGA4H89L0BWXZP437KL6/rawpixel-574844-unsplash.jpg Customer Journey Mapping and Design https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534428678665-A4Z839J3UEA2HHYEQPE5/IMG_9560.JPG Customer Journey Mapping and Design https://www.customerfaithful.com/testimonials daily 0.75 2018-08-07 https://www.customerfaithful.com/social-listening daily 0.75 2018-11-08 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1531492758017-NODGNVWOYQDR3EHXGW04/freestocks-org-72172-unsplash.jpg Social Listening https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534196397798-FQS0T55GB75UPC4Z8CPR/Red%2BBG.png Social Listening - We call these landscapes, because rather than create graphs showing size and volume, they focus on distilling similarities of feelings and interests. Lifelines Social Landscapes reveals patterns of how groups form and come together. Rick Harris - Customer Faithful https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1532633757369-1JDFBPKE64F8SS1FDGHJ/Anti-Social-Behaviour-1068x516.jpg Social Listening https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1532633785445-NKX8EBMZMBQBJ8SNGJ4F/Screen-Shot-2016-08-02-at-18.53.08.png Social Listening https://www.customerfaithful.com/bespoke-consultancy daily 0.75 2018-11-08 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1531493189765-PFZUCWW2Y1JLWPJVODGF/helloquence-61189-unsplash.jpg Bespoke Consultancy https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1533241220691-JPP6S3SB4K397IW52QOK/IMG_5723.JPG Bespoke Consultancy https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534196761177-PXOXGTG9DU1FAJFEPEYS/Yellow+BG.png Bespoke Consultancy - Customer Faithful delivered the three things we needed most – a richness of detail about our customers’ needs, the ability to distill it into simple, clear recommendations for the brand, and a commitment to making the strategy work across our global business. Even against a challenging timeline, Customer Faithful came in on-time, on-budget and went the extra mile for us, to ensure we got the desired result. Chief Operating Officer - Crabtree & Evelyn UK https://www.customerfaithful.com/ai-emotion-analytics daily 0.75 2024-04-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1713255656216-4DKSWZPU80GMJA3YEWID/Screenshot+2024-04-16+at+09.17.10.png AI Emotion Analytics https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534197127193-7G3I0D7F725TP1IVOY83/Red%2BBG.png AI Emotion Analytics - We’re using social media and emotional analytics (EA) software to do just that – it’s still in its infancy (in our humble opinion at least!), but it’s making a big difference to the speed and scale that we can operate at. Rick Harris - Customer Faithful https://www.customerfaithful.com/engagement-surveys daily 0.75 2021-06-28 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1532340279384-UCTEQAEG9USZ12IB1S4D/nik-macmillan-280300-unsplash.jpg Engagement Surveys https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534197239597-JOLO0RMU2DSO5OX7PLO8/Yellow+BG.png Engagement Surveys - We’ve developed our own approach for employee engagement, whilst keeping the best from the established models that firms are used to. Rick Harris - Customer Faithful https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1624902942193-4W9B7MTE6WTOX3MGXZSV/work+from+home+split.png Engagement Surveys https://www.customerfaithful.com/leadership-team-coaching daily 0.75 2018-07-31 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1532339907162-JSLI94FG8MCSM43X74BU/rawpixel-558596-unsplash.jpg Leadership & Team Coaching https://www.customerfaithful.com/sme-support daily 0.75 2024-04-16 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1713258127284-TRLG0LAK9JA6TL1X5139/Firefly+small+business%3B+the+man+is+getting+out+of+his+small+van+to+deliver+service+at+home+78664.jpg Small Business Support https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1531485783594-EQIZ855IL1FXOA54R30V/endorsements.png Small Business Support https://www.customerfaithful.com/privacy-policy daily 0.75 2019-04-09 https://www.customerfaithful.com/sustainability daily 0.75 2018-07-26 https://www.customerfaithful.com/about-rick-harris daily 0.75 2018-08-28 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1535472054486-04SK85U3S3V3GM9GKA36/Rick+for+madmimi.jpg About Rick https://www.customerfaithful.com/publications daily 0.75 2025-11-27 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1631778044023-LWT9I8GP0LHKCXV7HIUL/alz+combined.png Publications - Patient & Carer perspectives of life transition in Alzheimer’s Disease To coincide with #WorldAlzheimersDay, we are publishing our research of patients and carers describing their experiences of disease progression. The study will support those dealing with decision-making for challenges and experiences of everyday life with Alzheimer's. The research reported in this publication was commissioned and funded by Pfizer in 2009. Pfizer granted permission for the information from the research to be used freely by Customer Faithful for the purposes of this publication. Pfizer has not been involved in the authorship or review of the content of this publication. https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1536316091869-SNCT2PMXCVHRGINJ0QDH/Screen+Shot+2018-09-05+at+15.39.11.png Publications - Missed Appointments in the NHS: Every One Counts This report summarises the findings of our 2 year research project, exploring the reasons behind missed appointments, and what could help reduce them. The project was sponsored by Pfizer Ltd. https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1713258484417-KVX2UI41LKS4U73ZPVDM/image-asset.jpeg Publications - Why “beyond-the-pill” is holding back Big Pharma This article suggests that 'beyond-the-pill services actually reinforce a view of seeing a person as a patient. It suggests "around-the-person as an alternative. It was originally published as a blogpost on this website, and has subsequently been reprinted in the BHBIA Journal 2018. https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1536325431067-7W17LKXZEP2ZQLQBMU8X/PXJ+Kidney+Cancer.png Publications - Patient needs in advanced Renal Cell Carcinoma This patient experience study of people living with kidney cancer highlighted what mattered most in patients' lives, using our Lifelines methodology. It was published in the US-based Patient Experience Journal. The project was sponsored by Pfizer Ltd. https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1713256628487-V0QJCNHN4POFA7KJAWY1/Firefly+delivering+care+to+patients+in+a+community+health+setting%3B+young+woman+receiving+medical+hel.jpg Publications - Podcast: Shouldn't You Want to Delight Patients and Deliver Care? In this 30-min podcast, recorded in the summer of 2018, patient experience researcher Rick Harris and corporate anthropologist Andi Simon discuss the principles and practicalities of seeking out the wisdom of patients and caregivers in a truly person-centric way. https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1541330780619-RL1TKQG6283X1WNE772B/Healthcare+Stakeholders.png Publications - Seminar Slides: How To Build A Better Research Design through Stakeholder Engagement These slides provided the content for a seminar given by Rick Harris in November 2018 in the Sir Arthur Marshall Room, Engineering Design Centre, Cambridge University. It was aimed at supporting anyone seeking to design or conduct qualitative research studies that are customer, user or patient-centric. It focused on framing objectives that are truly user-centric, as well as demonstrating how to choose and engage stakeholders effectively, and the benefits that result from this. These slides also highlighted the value of presenting research findings in a more visual and dynamic way than is typical in traditional academia. https://www.customerfaithful.com/gdpr-compliance-package daily 0.75 2021-03-15 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1537969676553-KOJ3K4BQDK1AGGIG6K32/GDPR-General-Data-Protection-Regulation.jpg GDPR Compliance Package https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1537969769590-X7ZETPSE0S8OSTXZARQS/Screen+Shot+2018-09-26+at+14.49.11.png GDPR Compliance Package https://www.customerfaithful.com/meet-the-team daily 0.75 2020-10-13 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1541613870180-NEA0FBOLWIMGEVZSC712/rick_photo_med+copy.jpg Meet The Team https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1541613994976-PNV0YDEB9V6VAVL1YIVY/Amanda.jpg Meet The Team https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1541614015920-YV49518WVU8W1U9H8KA8/Ariele.jpeg Meet The Team https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1597756871725-K1T4SBX3CSZNWIZBY4RC/Claire+3.png Meet The Team https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1541614064735-HDGDIT6ZOLNT9BFY1E68/emma.jpg Meet The Team https://www.customerfaithful.com/sprint-design-thinking-workshop-step-by-step daily 0.75 2021-05-13 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1620915231482-CH8OKQG3UXFU5F09QGQK/open-again.jpg Sprint-Design-Thinking-Workshop-Step-by-Step https://www.customerfaithful.com/social-landscapes-use-cases daily 0.75 2020-09-25 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1601046319321-4TARZU91QWMUB5I8OWWX/Screenshot+2020-09-25+at+16.00.22.png Lifelines Social Landscapes Use Cases https://www.customerfaithful.com/design-thinking-sprint daily 0.75 2020-07-17 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1594806485603-NA7JWYFRNNMRE298JLST/Covid+Future Design Thinking Sprint https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1584620892034-7BVJQZMOVPC8WN6M38VL/DesignThinkingTeam.png Design Thinking Sprint https://www.customerfaithful.com/phygital-webinar daily 0.75 2021-03-04 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1595510304018-573HVD423Y2NAH4E50FP/phygital.png Phygital https://www.customerfaithful.com/design-thinking-sprint-august-2020 daily 0.75 2020-07-20 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1594806485603-NA7JWYFRNNMRE298JLST/Covid+Future Design Thinking Sprint Aug 2020 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1584620892034-7BVJQZMOVPC8WN6M38VL/DesignThinkingTeam.png Design Thinking Sprint Aug 2020 https://www.customerfaithful.com/modern-slavery-statement daily 0.75 2020-08-06 https://www.customerfaithful.com/our-podcasts daily 0.75 2020-09-04 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1599204778490-YZF3WTYXIWE1EJ5G90VN/7429598-1595929833021-e24b8e3e395f7.jpg Our Podcasts https://www.customerfaithful.com/virtualdesignthinkingworkshop daily 0.75 2021-05-10 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1605279725203-UWZNYMZXC82Z3CZ7EX53/DT+2+kelli+fox.jpg Virtual-Design-Thinking-Workshop https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1605279868828-DIG4G4K5EXAPWP2MGZ90/DT+2+kelli+fox.jpg Virtual-Design-Thinking-Workshop https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1614796991850-F9DWQKJZPWBI7KHOF0BQ/Screenshot+2021-03-03+at+18.29.50.png Virtual-Design-Thinking-Workshop https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1614796965447-4NQMIULHT3UPC9L376E3/Screenshot+2021-03-03+at+18.30.22.png Virtual-Design-Thinking-Workshop https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1614796921614-ERG1WRVMR4HNTQNVGMM5/Screenshot+2021-03-03+at+18.30.54.png Virtual-Design-Thinking-Workshop https://www.customerfaithful.com/lifelines-ai-emotion-analytics daily 0.75 2020-11-27 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1531497804297-8A0U5SU89CRONUKTSHP6/business-commerce-computer-326522.jpg Lifelines AI Emotion Analytics https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1534197127193-7G3I0D7F725TP1IVOY83/Red%2BBG.png Lifelines AI Emotion Analytics - We’re using social media and emotional analytics (EA) software to do just that – it’s still in its infancy (in our humble opinion at least!), but it’s making a big difference to the speed and scale that we can operate at. Rick Harris - Customer Faithful https://www.customerfaithful.com/turning-prospects-into-clients daily 0.75 2021-10-04 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1531485863177-8OEPYTQ0T61QFTBKFW7T/rawpixel-651362-unsplash.jpg Turning Prospects into Clients https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1614796279354-5YZN8GAZAK0HSUREYJOF/Screenshot+2021-03-03+at+18.29.50.png Turning Prospects into Clients https://www.customerfaithful.com/value-proposition daily 0.75 2021-03-15 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1531485863177-8OEPYTQ0T61QFTBKFW7T/rawpixel-651362-unsplash.jpg Proposition Development https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1614853129477-IDCTQLOM81YRPZQOIB4W/Screenshot+2021-03-04+at+10.18.15.png Proposition Development https://www.customerfaithful.com/rare-disease-research daily 0.75 2022-06-22 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/28a474d6-471d-45a2-b7c9-168effac8318/n%3D1+collective+of+rare+disease+agencies Rare Disease Research https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/1aa74cd4-6298-43fa-a100-6d222aafcc83/Our+Rare+Disease+Principles+-+DNA Rare Disease Research - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.customerfaithful.com/environmental-sustainability daily 0.75 2025-11-27 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/8b18fec4-6ee5-48be-86aa-7b0f20afc4ca/Screenshot+2025-08-27+at+09.04.01.png Environmental Sustainability https://www.customerfaithful.com/sustainability-5point-plan daily 0.75 2025-11-10 https://images.squarespace-cdn.com/content/v1/5a205c87a803bbcb2862e87a/845a278e-5c77-4c4f-ac37-a8f7c5af326f/Screenshot+2025-11-10+at+11.54.55.png Sustainability 5-Point Plan - Make it stand out Whatever it is, the way you tell your story online can make all the difference.