BUS PASSENGERS CALL FOR RETURN OF CONDUCTORS
Presentation: Comments Analysis - From ugly duckling to beautiful swan
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.
Webinar: The paradox of authenticity vs. shared company values
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.
Podcast: Shouldn't You Want to Delight Patients and Deliver Care?
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.
How should you act on comments in employee surveys?
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!
Is your employee engagement survey working?
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.
How to unlock employee engagement that’s unique, not formulaic
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….
Staying Faithful in a Crisis - Lessons from a Volcano
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.
4hr 1-to-1 Working Session: the fast-track step-by-step guide to GDPR compliance for small business
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.
How To Innovate From Existing Ideas
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.
Creating loyal customers - Segmenting for loyalty
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.
How Summer Music Festivals are Embracing Customer Experience
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.
What Mary Portas didn't suggest for Britain's High Streets...
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.
Rewarding Behaviour - How To Get What We (all) Want
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.....
FREE WORKSHOP! Using patient centric research for stakeholder engagement
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.
Why “beyond-the-pill” is holding back Big Pharma
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.
How an organisation can make a great New Year's First Impression
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.
“Do You Get My Drift?” Why ‘Off-topic’ ethnographic thinking should be your 2018 research goal
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.
Ethnographic thinking allows so-called 'off-topic' data to become the most valuable insight - the ‘cultural-glue’ that uncovers an “ecosystem of observations”.