CX Case Study – Apple
What happens when it doesn’t just work?
Author: johnJsills
Track, Trace, and Race
Managing expectations well can relieve a lot of worry and stress. But the best companies do it in a way that creates fun and excitement, too…
Life Lessons from the Legend of Zelda
A few weeks ago, I had an epiphany whilst playing my Nintendo Switch. It This game of monsters and mystical lands is far closer to real life than I’d expected…
Time to Say Goodbye?
One kitchen, several builders, and a reminder that organisations should be saving customers time, not demanding it.
End As You Mean to Go On
My list of impulse lockdown purchases is impressive, and one reminded me that if companies make it too hard for customers to leave, then they’re unlikely to ever come back.
17 Career Rules (and counting)
There’s a saying that you’re everyone you’ve ever met. Here’s a few lessons I’ve learnt from some helpful chance encounters…
Stand By Me
Before lockdown hit, I went shopping with a customer to see whether how she said she shopped actually had any correlation to how she behaved. Spoiler alert: it didn’t.
An update from the CEO of every company you know
Hello I’m Martin, Mike, Dave, Roger, and David, and I’m the CEO of a company you’ve used occasionally in the past. I’m sorry I’ve not been in touch before. I…
