30 Years of Listening: Reflections on a Three-Decade Journey
As we close out 2025, we find ourselves at a remarkable milestone. This year marks 30 years in business for Customer Perceptions and Optimum Results.
The foundation of this journey was laid in 1995 by my dad, Aidan Harte. A true entrepreneur, he built this company from the ground up, fuelled by vision and a relentless commitment to helping businesses understand their customers. Having seen him retire just last year, I feel a deep sense of pride in carrying forward the legacy he started.
I’ve personally been part of that journey for 22 of those years. It’s a milestone that feels both incredible and if I’m honest slightly frightening. Where does the time go?
From Handwritten Reports to AI Insights
When I first started, the business looked very different from the one I lead today. Colleagues often don’t believe me, but one of my very first jobs was typing up handwritten reports that arrived in the post and manually inputting the data into spreadsheets. Back then, mystery shoppers were paid by cheque a concept that feels almost unthinkable in today’s digital-first world.
During this 30-year span, we’ve navigated seismic shifts, from economic recessions to a global pandemic. Each challenge forced us to rethink, adapt, and grow. Looking back, it is often those most difficult moments the ones that tested our resilience that shaped us the most.
The pace of change has been extraordinary. Today, we extract deep insights from customer sentiment and identify trends with a speed and precision we couldn’t have imagined in the 90s. And just as we think the pace has peaked, along comes AI. It is already transforming how we approach research and training, how efficiently we analyse data, and how we deliver meaningful insights to our clients. It’s exciting, a little daunting, and brimming with opportunity.
What I Miss (And What I’ve Embraced)
I’ll admit, there are things I miss about the “old days.” (And before anyone says it… no, I’m not ancient; I just started young! 😊)
I miss picking up the landline for long, winding conversations. I miss the face-to-face meetings where relationships were built over coffee rather than via calendar links. Today, while much of our world happens on Zoom, WhatsApp, and LinkedIn, the core of what we do remains the same.
Even our own internal structure has evolved. Less than five years ago, it would have been inconceivable for us to operate a hybrid working model. Yet here we are. It has given our team flexibility and autonomy while allowing us to continue delivering excellent results for our clients.
5 Key Lessons from 30 Years in Business
Looking back on my 22 years here, four core truths stand out:
- Embracing change isn’t optional—it’s growth. Every period of progress required us to let go of “how things have always been done” to make room for “better.”
- “People buy from people” still holds true. Technology enhances our work, but relationships are the heart of it. Trust and genuine partnership will always matter.
- Our people are our greatest strength. I’ve been fortunate to work with wonderful colleagues. Their resilience and dedication are the essence of who we are.
- Customer feedback is a superpower. It still amazes me how many “golden nuggets” are hidden in customer feedback. These insights drive the meaningful changes that lead to long-term success.
- Training turns potential into performance. Through Optimum Results, we’ve seen how structured training develops confident leaders. Moving from task management to true leadership creates stronger teams and lasting success.
Looking Ahead
As we look toward the future, I am incredibly proud of what Customer Perceptions and Optimum Results have achieved over the last three decades.
The tools may change and the technology will continue to evolve, but the core values my father instilled in this business remain the same: a commitment to listening, understanding our clients, and helping organisations succeed through insight and people development.
Thank you to our clients, shoppers and trainers and most of all to my team for being part of this 30-year story and for being brilliant at what you do .
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