Richard Hammond

I've been in retailing since 1985 and though that's now more than thirty years, I'm still passionate, excited and thrilled by it. I now concentrate on the Friction versus Reward metric and it's application to customer experience. It's the most important thing I've ever done.

Writing books on my expert subject has always been incredibly good fun - I've tried to make them practical and immediate, then filled them chock-full of case studies covering the best retailers on the planet.

My career has been spent in a combination of the store coalface, senior head office roles and in various agencies where I first had the chance to get under the skin of customer psychology. I understand what makes customers do the things they do and I try to bring that insight to my books.

Since 2003, I've run my own consultancy www.Smart-Circle.com and have specialised in helping big retailers and brands to solve the problems of retailing. I've covered everything from ‘big idea’, purchase friction and format development to customer engagement and retail futurology. I'm also strong in retail activation, service model development, and in classic tools such as training and retail-operational review.

Thanks for considering one of my books - if you do buy one, please use the contact details in there to give feedback. The bad as well as the good - it's what helps to keep my motivation for writing as high as it is.

All the best,

Richard