Kantar Futures Blog

Category: customer service

The appeal of the local

customer service, digital, insight, politics, trust

The appeal of the local

Alex Oliver writes: I was lucky enough to present some of our current insight about trust and decision-making, especially at a local level, to a group of local government leaders… Read More »

Taking the strain

customer service, transport

Taking the strain

Andrew Curry writes: Over the holiday I had to take myself and my bike by long distance train. I’d heard bad things about the bureaucracy involved, so I decided to… Read More »

Apples and oranges

customer service, marketing, research

Apples and oranges

Rebecca Nash writes: Segmentation is widely used in the private sector, to get closer to customers, to provide a language for understanding, and to create a framework to make the… Read More »

Recession 2.0

communities, consumers, customer service, digital, economic downturn, financial services, personal finance

Recession 2.0

Giles Powdrill writes: “A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result,… Read More »

Learning from your staff

culture, customer service, research

Learning from your staff

Andrew Curry writes: Visiting the British Museum’s Hadrian exhibition on a wet Sunday in August isn’t perhaps the most sensible thing to do, although the exhibition is striking even when… Read More »

Service recovery in a time of service failure

customer service

Service recovery in a time of service failure

Eleanor Cooksey writes: Though it is hard to gauge the full impact of the postal strike on the economy, it is worth considering the response of different organisations. Whilst big… Read More »