Category: Blog

5 Customer-Centred Ideas for the Future of Retail Banking

Banks talk a lot about putting customers at the heart of their business. Seren helps them put their money where their mouth is. To come up with five big ideas for the future of banking, we worked with creative consumers from across the globe. Since the financial crisis, banks’ reputations have suffered. They are no

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Mystery Shopper – Mulberry

An iconic and coveted brand, but does it love its customers back online? The Online Shopping Experience: A birthday gift for Mr Mystery Shopper, started with the usual rummage in the wardrobe and a fleeting glance at his browser histories . It’s a tried and tested method, and it did not fail; the gift just

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Mystery Shopper: Selfridges

Harry Gordon Selfridge had a clear vision, but does the digital face of the brand deliver? The Online Shopping Experience: This lady wanted to buy a ruby wedding anniversary gift. Inspiration for the gift came on my commute from West to East London, a peak shopping and browsing time that has emerged in my everyday

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Why a good experience matters

In my last blog, I discussed the basics of digital measurement and highlighted some of the things that can be tracked. Of course this is only the start. Most companies operating in the digital space are investing significantly in digital measurement, especially within the marketing teams. The internet represents one of the most measureable and

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Marketing science begins with brain tests

Bloomberg TV visited us last week and took timeout from exploring our Experience Labs to interview Seren CEO Ben Langdon and Labs Director Sven Krause. Watch the interview highlights below. If you would like to know more about the new Seren Experience Labs or our neuromarketing work please don’t hesitate to contact us.

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The dichotomy of designing journeys

As service designers, we like to think that we bring to projects a unique approach, creative skill and a deep understanding of people and their needs. But what about allowing those people to design and implement for themselves, without us orchestrating the entire process? A Seren service design approach In a recent successful project for

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Seren acquires Baobaz

Seren, the UK’s leading customer experience consultancy is delighted to announce that it has acquired Baobaz Ltd (‘Baobaz’) the UK arm of the global full-service eCommerce agency. Baobaz is headed by Amanda Squires and Mark Allardice, the team that ran the award-winning eCommerce agency, Pod1. Squires joins Seren as Head of the Company’s retail practice.

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Everyone wants better. No one wants change

‘A really smart entrepreneur once told me Maslow got it wrong. The fundamental need is not survival, but rather the need to not have to endure change. I laughed. But, increasingly, I’m finding truth in those words.’ [1] We run a number of customer satisfaction (C-Sat) tracking programmes. These tend to be exit surveys, asking

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Social trading: Just another ‘get-rich-quick-scheme’?

In Part 1 of this series of posts, we explored what social trading is and how the act of ‘following’ and ‘copying’ the trades differentiates it from other investment options. This next post explores some of the mechanics and potential pitfalls of the system, especially for novice investors, or those expecting a quick return on

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What is Social Trading?

At Seren, we have a wealth of expertise in online gaming, so when we heard about social trading this naturally struck up an interest. In this series of articles, our latest addition to the team, David Stevens, explores the growing world of social trading, what it means for financial services and how the key players

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