In this blog, employee and customer experience researcher Rick Harris explores some of the attractions and challenges of the digital workplace. In particular, he suggests solutions for how to embrace digital efficiency without losing the personal connection of trust across employees, customers and brand communication.Read More
New research has shown that the return of bus conductors could herald an increase in night bus users.
The UK wide public opinion poll, conducted by research consultancy Customer Faithful, found that almost a third of respondents said the re-introduction of “clippies” would be the single biggest factor in making them feel safer using buses at night.Read More
On 17 January 2019, Rick Harris presented this breakfast briefing to Cambridge Network members at the Hauser Forum. Slides from this event can be downloaded from this page.Read More
In this 60-min webinar, recorded in October 2018, employee experience researcher Rick Harris and brand engagement specialist Carrie Bedingfield explore some of the tensions and possibilities of employees being true to themselves and to their company brand values.
This podcast is important listening for organisations involved in creating a strong, loyal culture without risking dogma or losing personal authenticity of their employees.Read More
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.
This podcast is important listening for organisations involved in either the design or delivery of healthcare. If you’re interested in what patient-centricity should really be about, as defined by patients, this podcast is for you!Read More
Employee engagement surveys have come of age. They have huge potential for helping organisations to listen to their employees and become a better place to work. But not all the insight from surveys is easy to work with. This article provides practical guidance for analysing and acting on employee comments.Read More
Employee surveys are more commonplace than ever. And with so much of this survey activity moving online, it's never been easier to run a survey, contribute your views, and analyse the findings. Yet despite this, a staggering 87% of employees worldwide are still not engaged at work. This blogpost provides some essential tips for making employee surveys a route to success, and not just part of the problem….Read More
Great employee engagement is not just about enabling them to deliver consistent performance. It's also about empowering them to be their best self too.Read More
The 2010 Eyjafjallajökull volcano eruption caused huge disruption around the world. Companies' response to customers caught up in the crisis can teach us a lot.Read More
This 4-hr session, conducted on your premises, is a step-by-step guide with worked examples to get you up-and-running with marketing in a post-GDPR world! Ideal for organisations seeking fast and practical help to complying in GDPR.Read More
Whilst innovation can come from completely new customer research, it's well worth considering fresh ways to re-invent the insight you already have. By combining new insight with existing initiatives, firms have the opportunity to create additional value, both to the business and its customers.Read More
Just seeking to hold on to customers isn’t enough in today's highly competitive world. So this post highlights simple way to use segmentation to improve customer loyalty. Why? Because many more customers change their behaviour than defect altogether.Read More
The customer experience of the music festival Glastonbury is famous. Or should that be infamous? Whether its legacy will be mud or music is debatable. But the rise of challenger summer festivals is showing how the customer experience is becoming the key factor in choosing where to go.Read More
Last week saw the much-awaited report by retail guru Mary Portas, offering ways to reinvigorate Britain's ailing High Streets. Aside from a few small gems, we felt it missed a Big Idea, so we have one of our own to share instead.....Read More
In recent years, behavioural science has held that people can be given a gentle 'nudge' to act in more positive ways. But we believe rewarding behaviour requires a firmer hand. And a broader audience.Read More
Brand-new Customer Faithful workshop, on May 15th in Cambridge, UK. It's built to help pharma and bio-tech organisations create patient-centric research that can drive stakeholder engagement within advocacy groups and HCPs.Read More
Industry labels such as “beyond the pill” are not helping Big Pharma to understand what matters to the people living with healthcare issues,Instead, it is actually reinforcing a view of seeing a person as a patient.Read More
In the first of a short series of customer experience design blogs, I'm going to address a old favourite for this time of year - the Resolution. But with a twist. It's a challenge to set a New Year's First Impression. This blog is a short guide to why it's important and how to get started.Read More