Loyalty programmes often become complicated systems of points, tiers and offers. Greggs has taken a simpler route: reward behaviour customers already want to repeat. This Customer Detective case investigates why that works and introduces the Return Loop — a practical four-part framework for improving customer retention.

Businesses talk about online customers, store customers and contact-centre customers. Customers don't. Using M&S as our latest case, we investigate why the handovers between channels matter more than the channels themselves — and introduce a simple way to find the Continuity Gaps frustrating your customers

We spend a lot of time trying to make customer journeys faster and easier. IKEA has spent decades doing something rather different. Its stores encourage customers to explore, discover and occasionally wonder where on earth the exit has gone. So why does it work? This Customer Detective case investigates when friction damages an experience — and when it actually makes it better.

The Curious Case of the Coffee Shop People Choose Without Thinking Why Costa’s greatest strength may not be its coffee

Custmer loyalty isn't built with points, but with real emotional connections

Where Most Businesses Lose Customers Without Realising

The Hidden Cost of Poor Customer Onboarding

The 7 Most Common Customer Journey Mistakes

The First 30 Days Decide Customer Loyalty

Why Customer Feedback Rarely Leads to Action

Walk into almost any company meeting and you’ll hear the same phrase sooner or later: "We need to improve the customer experience." Everyone nods. Everyone agrees. Then… nothing really changes. Because most businesses misunderstand what customer experience actually is. They think it’s just about delight. Delight the customer. Surprise the customer. Exceed expectations. That all sounds great in a keynote speech. But in the real world, most customers aren’t asking to

why customer experience matters to all businesses

Over the years of advising and supporting well-known brands to engage with their customers and deliver great experiences I have been...

Over the years of advising and supporting well-known brands to engage with their customers and deliver great experiences I have been...