Making lemonade out of Consumer Duty
The Consumer Duty wasn’t necessarily what anyone in the finance sector asked for, but it’s what...
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Creating a luxury online customer experience
In the history of shopping in the west customer experience has seen major changes, however one...
Is loyalty dead or can customer experience revive it?
Qualitative
Consumer Insights
Retail
System 3
Narrative Research
Behavioural Conjoint
Customer experience and loyalty
The past five years has been seismic for the retail and FMCG sectors. The pandemic followed by an...
FCA Consumer Duty: Key details from the December update
In December 2024 the FCA released two new updates after reviews into retail financial firms’...
Building Consumer Rituals
Whether it’s the Guinness two-step pour, the Cadbury’s Crème Egg ‘how do you eat yours’ campaign,...
Video: Monitoring Customer Outcomes for Consumer Duty
In June of this year, after a multi-firm review, the FCA concluded that financial organisations...
The Autonomy Paradox
We need a new framework for thinking about user choice, agency, information and how people can get...