Smarter Insurance
Customer expectations of insurance are being shaped by their experiences in other sectors. Here’s how…
Author: johnJsills
The News: A User’s Manual by Alain De Botton
Are we addicted to the news? How do we really understand what customers value? And where can I find a historical timeline of people mocking new technologies, only to be proved brilliantly wrong?
The (Christmas) Tipping Point
In amongst the Mariah, Macaulay, and Mistletoe madness in the lead up to Christmas, one thing is rarely mentioned – giving a little extra to the men and women who bring things to our houses when we’re too lazy to stand, walk, and get it ourselves.
Deciding How to Decide
Kahneman, Gigeringzer, and Rosling all know how to make better decisions. Here’s my summary of what they say – now you just need to decide to read it…
An Evening of Behavioural Science with the ITC
On Thursday night, I had the pleasure of attending a small event in a delightful Art Gallery, hosted by the Independent Transport Commission – how can we use Behavioural Science to inform transport policy?
It’s Good to Talk
Good decisions come from understanding a range of perspectives – even if that means talking about topics that you’d really rather avoid, with people you’d really rather ignore…
The Made-up Theory of Structured Flexibility
How do you create great experiences for customers, colleagues, and yourself? Have a direction, but give yourself freedom…
The Greatest Taxi Firm the World Has Ever Seen
Dealing with those small human moments that provide stress or worry will have a big impact on your customers’ experience…
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