Anonymous feedback can feel like a slap in the face

NiallBJust the other week I was speaking with a client who’s still using the report from one of our global studies to drive their strategy 3 years on from when the research was completed – that’s what I like to hear!

The report contains some very powerful quotes, many anonymous, which hit home that our client was underperforming on customer service and was at risk of losing some major accounts. Nothing says “wake up and do something about it” like this ‘smack in the face insight’, and like any good business our client was prepared to take it on the chin and move forward.


Retirement 2016 – Pension Redemption


In December, Andrew Wood’s blog painted a grim picture of retirement 20 years in the future.

As 2016 dawns he looks at the decisions we can take now to avoid this.

Happy new year one and all.

I hope my Christmas blog didn’t depress you too much. It was based upon real evidence, including research studies we’ve done for the DWP, NEST, the Pensions and Lifetime Savings Association and others – albeit with some extrapolation, creative licence and Christmas beers thrown in.


Food for thought. Literally.

RachelA rather disappointing weekend visit to a local gastro-pub has induced my latest blog and got me thinking about customer service and the customer feedback process. On this occasion the food order I made wasn’t complex – a prawn sandwich with a side of coleslaw – but, alas, it didn’t live up to expectations.

If you’d have asked me to score the food overall I’d probably have given it a 3, maybe 4 out of 5, but if you’d asked me why and probed a little, I’d have told you that first impressions were very good. The presentation was great and the food looked appetising. But sadly it didn’t taste anywhere near as good as it looked.


Retirement 2035 – where did it all go wrong?

andyWIn this 2-part blog, Andrew Wood looks at the vital choices facing UK pension policy.

Part 1: what could happen if we take the wrong decisions… with the benefit of 20 years’ hindsight.

As Christmas 2035 approaches, we reflect on a year that’s seen pension providers go bust, millions facing retirement without the income and security they need, and most of the UK’s employees now refusing to save into a pension.

How did we get here? Before his resignation last week, Prime Minister Johnson blamed the crisis on the collapse in worldwide markets, but its roots in fact go back two decades.


Customers driving the retail revolution – same as it ever was

The relationship between retailer and consumer has developed hugely over time, but the fundamental principle of prioritising customers remains. I’ve recently finished watching Robert Peston Goes Shopping – a fantastic three part documentary series exploring retail habits from the 1950s to the present day against the backdrop of social and economic change, all presented over an excellent soundtrack!