Consumer trust is at an all-time low across many sectors according to the 2020 Edelman Trust Barometer Report. Since 2001, Edelman have been producing the annual trust report, surveying a global audience to see where trust lies in certain industries. During the current era of fake news, reviews, and rumours of election tampering, it’s clear […]

We’re on the cusp of a really interesting shift in the way the travel industry works. In this graphic story we take a look at the current landscape, and whether Google and Facebook (and even Amazon) are poised to shake it up. Google means business. Despite saying it has no ambitions to become an online […]

Trust is a dwindling commodity. Especially for businesses. And government. And the media. And even charities. Uh-oh. There’s an issue here. In the era of Trump, fake news and banking scandals all over the world, we’ve seen public trust abused, chewed up and spat out in a million pieces. And in response, the people have […]

People in the UK are finally starting to switch utilities companies. Trade body Energy UK said 660,000 people switched supplier in February, a new monthly record and 60% up on February 2017. That’s scary news for companies like Centrica, which owns British Gas. The company reported a 17.4% fall in full-year operating profits, and recently […]

Last year we brought you coverage of Edelman’s Trust Barometer, a yearly report charting the public’s trust in the media, business, government and NGOs across 28 developed countries. 2017’s report, in the wake of Brexit and Trump, told us ‘peers’ (that is, people like us) were considered to be ‘just as credible as experts’. The […]

Whether it’s the TripAdvisor ‘Certificate of Excellence’ or Twitter trending topics – when indecisive or spoilt for choice, we tend to refer to the wisdom of the crowd. We look for conformity and follow the actions of others. This can result in a bandwagon effect. The increasing popularity of a product encourages more and more […]

The customer relationship with telcos could use a bit of a refresh. Here are the facts. As smartphone screens get bigger, one thing that takes up less and less space is the carrier logo in the top corner. If you think about it, it’s pretty symbolic – all the attention is on the device… and […]

To tell a story, explain something or win an argument you have to explain the context to your audience. Let’s start with a non-commercial example – I want you to come to a music gig with me: It’s obvious immediately that something’s missing from the closing section, even though our chat contains most of important […]

With Black Friday approaching (and having already started for some), we’ve done some research on customer attitudes to this pre-Christmas consumer frenzy. We analysed reviews collected through the Reevoo platform for purchases made last Black Friday, and compared the scores and sentiment against the rest of the year. It turned up some interesting results. So […]