Tag: Mary Portas

great insight isn’t just about what people *said*

Posted on by Gemma T in advertising, consumers, market research, research

I watched the next episode of Mary Portas: Secret Shopper last night.  Not really a good idea because she winds me up, but this week’s focus was on the sofa industry and since one of the agencies I work for has a client in that sector I thought I’d better tune in. What really set me … Continue reading great insight isn’t just about what people *said* →

FYI Mary Portas: great customer service costs money

Posted on by Gemma T in brand experience, customer service

I did warn you I wasn’t a big fan of Mary Portas, so I suppose it was inevitable that I would end up muttering darkly at the TV this evening when the first episode of her new series Mary Portas: Secret Shopper aired. pic taken from interview here Mary has a new bee in her … Continue reading FYI Mary Portas: great customer service costs money →