INSIGHTS
A selection of our research and articles.
Featured Insights
Nothing compares to certainty (revisited)
By Harry Cruickshank Critical thinking is a core skill, essential in the complex, ever-changing world of business. It’s an attitude that questions everything, seeks knowledge and pursues the most effective and pragmatic action. But too often we encounter poor...
Expectations up, customer service down
By Rowan Jackson Since the pandemic, our research indicates that customer expectations have risen steadily. This is shown in the “zones of tolerance” scores that we have from our clients’ customers. However, another post-pandemic trend is the increasing number of...
How to sustain customer loyalty: Lessons from the cost of living crisis
By John Aves “75% of brands could disappear and most customers wouldn’t care……” What’s going wrong with the UK services sector? As I ended last week as Mr Angry, having had bad experiences with my bank, utility provider, and delivery company, I reflected on what had...
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’.
