Our Publications
Book: The Customer Copernicus
‘For those who want to turn the prevailing “inside-out” view in companies to “outside-in” and ensure long term success’
Paul Polman, co-founder, Imagine and former CEO, Unilever
Some companies are great for customers – not only do they care but they change whole markets to work better for the customers they serve. Think of Amazon, easyJet and Sky. They make things easier and improve what really matters – obvious, surely?
Charlie Dawson and Seán Meehan’s The Customer Copernicus answers the question that follows – if it’s obvious and attractive why is it so rare? And why, once you’ve mastered it, would you ever stop?
The Customer Copernicus explains how to become and how to stay customer-led. Essential reading for leaders and teams who want their organisations to stay competitive by developing a more purposeful and innovative culture.
Book: The Human Experience
‘Most transactions with business and government seem designed entirely around the convenience of the service provider, not the value to the consumer. We really do need a Copernican revolution…this revelatory book will tell you exactly where to start.’
Rory Sutherland, Vice Chairman, Ogilvy UK
Across all sectors, organisations’ fixation with functionality has meant that the ‘human’ elements of the customer’s experience have become neglected. Strict processes and automated procedures have created companies full of people who aren’t allowed to act in a ‘human’ way.
Whether you’re a well-established incumbent or early-stage start-up, on either end of your product or service is a human.
Packed full of practical advice and engaging case studies, John Sills’ The Human Experience is the ultimate guide to creating a culture and an experience with humanity at its heart, helping to develop a customer base that will stay with an organisation, and a company that will grow in an increasingly efficient way.
Report: State of the Nation for UK Customers
Do organisations make life better or are they letting us down? To answer this, we investigated how customers feel about what they receive and what they experience.
The quality of service we get determines the quality of our lives. It affects the way we feel and the mood we’re in. Too often people feel frustrated, let down, having to make do, trying to contact the uncontactable and reason with people who don’t have the freedom to help.
We talked to 1,500 customers from across the UK to understand how they feel about the quality of service they receive. The overwhelming feedback was that they were being let down by the organisations that serve them – and what’s more, business leaders agreed.
Report: The Myth of Feedback
How do customers feel about feedback requests? And crucially, do these surveys really help organisations understand what matters and help them create a better experience as a result?
It’s never been easier to survey customers and there’s never been more data coming into organisations, but ironically, this flood of information may actually be distancing business leaders from their customers rather than connecting them.
We spoke to 1,500 people across the UK and over 200 business leaders to understand what people think about feedback requests and what leaders are doing with the information they receive.