You’re probably overthinking it. Learn how it’s emotion that matters to customers

Business has put universal trust in NPS and yet our survey shows two-thirds of shoppers are left underwhelmed by their retail experiences.

We’ve scrutinised 67 brands and pinpointed the ones that do delight. More importantly, we’ve identified how they do it. It’s surprisingly easy. They play to just 5 emotions.

Read our report and dare to feel.

Click pdf icon for the full report


Another year ownwards and upwards at ABA

3 newly refurbished rooms creating the perfect venue for groups, workshops and meetings

Another storming year for Raindrops on Roses, our gift shop that gives all profits to charity

Partnering Clarabridge to give clients best-in-class text analytics

The inside track on our newly evolved Customer Experience proposition

Read our latest report and learn how to create a step-change in customer satisfaction