PART 1: Customer closeness in the remote era — Living through this global pandemic has heightened, diminished and recalibrated customer needs and motivations, so there’s no doubt a business’s relationship with customers in a post- COVID world will look very different. As customer attitudes shift fast, customer insight is rapidly becoming the beating pulse that businesses are using to…

PART 2: Rethinking Research — The new normal is constant change and uncertainty. Which, by definition, is not ‘normal’ but for now, we have to accept it is the reality — until of course it suddenly isn’t. Four weeks ago, the new normal for socialising was quizzing and silly games with friends on Zoom, then it…

PART 3: Rethinking Research — When designing customer research, most decision makers look for a range of quantitative and qualitative findings and data triangulation. This is a solid way to make logical decisions that are hard to argue with, for ideas you already have. It’s not a great way to uncover new products, or services…

PART 4: Rethinking Research — We now know how to get closer to customers — even in a socially distanced world — so now let’s look at how businesses can adapt. Ordinarily, businesses can use insight to guide decisions. But it’s as hard for businesses to predict what consumers will want post-COVID…

I’ve had my fair share of experience with sports psychology at various levels. My oldest daughter was a competitive gymnast from age 7. At her first competition, she ran into a vault, instead of going over it. Our eyes met at this exact moment, and I think we both wondered…

Give someone three minutes to draw “something that is clearly a cat”, and you will probably get something like this (three minutes is also long enough to Google ‘how to draw a cat’ btw): But give them 15 seconds to do it and they will typically do this:

Since the 1860s, when they first appeared in the lobbies of plush hotels, lifts have changed the world. Before the lift, buildings were generally no higher than about seven floors. After the lift, we had skyscrapers. This story is now part of the Magnetic book Whatever happens, we don’t want…

Every year, OFCOM produce a 200 page report into media habits in the UK. It represents real, mainstream activity — normal mass market customers, not early adopters or insiders. At Fluxx, we use the report as a sense check when designing products and services. This is what stood out this…