INSIGHTS

A selection of our research and articles.

Featured Insights

From Survival to Self-Actualisation: What Maslow Can Teach Us About CX and EX Strategy

by PO Dream Team | B2C, Customer Loyalty, CX, Employee Experience, Employee Loyalty, Insights

By Marvin Heffernan Human needs are both simple and complex. On one hand, we all crave some fundamental things: sustenance, shelter, love, and connection. On the other hand, the intensity and nature of these needs can vary widely from person to person.In business...

What Walkable Cities Can Teach Us About Customer and Employee Experience

by PO Dream Team | B2C, Customer Loyalty, CX, Employee Experience, Employee Loyalty, Insights

By Marvin Heffernan During a recent trip to Almaty, Kazakhstan, I was struck by how effortlessly walkable the city was. No matter where I went, I felt a remarkable sense of peace knowing I could cross the city with ease and freedom. Everything was accessible,...

Freelancing & CX: The Trust Factor That Turns Clients into Long-Term Partners

by PO Dream Team | B2C, Customer Loyalty, CX, Insights, Research

By Marvin Heffernan When I transitioned to being a freelance researcher, I knew there would be trade-offs - less security but more freedom, less consistency but greater flexibility. However, the biggest challenge wasn’t financial stability, but learning to deliver...

Adapting Leadership as the Business Evolves Lessons from the Royal Marines

By Rowan Jackson

Rowan Jackson, our chairman, offers his perspective on business success in this interview with Chris Simmance of the popular podcast ‘Business Tails’.

Consumer Duty…Stop & Think

By PO Dream Team | 21 December 2022 | Consumer Duty, Employee Experience, FCA, Financial Markets, Leadership, Retail

The FCA’s Consumer Duty (CD) is causing ripples throughout retail financial services (RFS). In the FCA’s own ...

Consumer Duty – Let Customer Expectations Be Your Guide

By PO Dream Team | 28 November 2022 | Consumer Duty, Customer Expectations, Customer Feedback, CX, FCA, Financial Markets, Retail

The FCA’s new Consumer Duty (CD) regulation represents a fundamental shift in the ways financial institutions ...

Gen Z – Risks and Opportunities

By PO Dream Team | 23 November 2022 | Employee Engagement, Employees Expectations, EX, Gen Z, Workforce

Media coverage on shifting employee expectations shows a shift in priorities for younger workers, particularly Gen ...

Where Are The Customers In Your Transformation Plans?

By PO Dream Team | 30 September 2022 | Customer Expectations, Customer Experience, CX, McKinsey, Transformation

I recently re-read with interest a 2020 report by McKinsey: ‘The three building blocks of successful ...

Nothing Compares To Certainty

By PO Dream Team | 20 September 2022 | Business Challenges, Facilitated Workshop, Feedback, Internal Teams, Leaders, Problem Solving

Dangerous waters lie ahead for those who are willing to accept unsubstantiated claims or trust statements about ...

Whose Value Is It Anyway?

By PO Dream Team | 2 September 2022 | Business Challenges, Customer Expectations, Customer Retention, Customer Satisfaction, CX, Loyalty, Measurement, Research, The Loyalty Effect

Much has been written about value. You would therefore expect businesses to be absolutely clear about what it is...

Even Greater Expectations

By PO Dream Team | 20 August 2022 | Business Challenges, Company Culture, Company Performance, Culture, Employees Expectations, EX, Loyalty, Measurement, Research

Culture; it’s a bit of a slippery concept. The Oxford English Dictionary definition of culture reads: “the customs ...

If Expectations Are So Important….

By Rowan Jackson | 10 August 2022 | Business Challenges, Customer Expectations, Customer Retention, Customer Satisfaction, CX, Loyalty, Measurement, Research, The Loyalty Effect

If expectations are so important, why don’t you measure them? The concept of meeting expectations has been around ...

Loyalty Ain’t What It Used To Be

By PO Dream Team | 25 July 2022 | Business Challenges, Customer Expectations, Customer Retention, Customer Satisfaction, CX, Loyalty, Measurement, Research, The Loyalty Effect

Business is really simple. It's just a case of finding the best customers, keeping them, then growing and ...

Not Everything That Can Be Counted Counts

By Rowan Jackson | 17 June 2022 | Business Challenges, Customer Expectations, Customer Retention, Customer Satisfaction, CX, Fred Reichheld, Loyalty, Measurement, Research, Statistics, The Loyalty Effect

19th century shopkeepers knew that their business would thrive if they met their customers’ expectations. They ...

Employee Expectations 2022

By PO Dream Team | 13 June 2022 | Business Challenges, Covid19, Culture, Employee Expectations, Employee Retention, Employee Satisfaction, Employee Wellbeing, EX, Loyalty, Research, Statistics

Trust is a fundamental building block for effective business relationships with employees and customers. In his ...