Customer experience

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Ethnography – From African tribes to Sheffield students

I love TV shows like the BBC’s Mary Portas: Secret Shopper and Channel 4’s Undercover Boss - they really open up the eyes of senior management to what’s happening on the frontline of a business. So, when Hallam Students’ Union approached us to help improve their commercial offer (licensed bar, shop and café) I was pleased they were keen to…

A brand is the sum of a thousand small gestures

When Hallam Students' Union, asked us to help them assess their Students' Union brand and create and embed a set of brand values that would connect with their members, I had this quote from Disney in mind... We believe that brand is about values and experiences rather than images and logos. To understand the current Students' Union brand values and…