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…
One kitchen, several builders, and a reminder that organisations should be saving customers time, not demanding it.
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.
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.
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…
A delayed train in Switzerland, and the response of staff, show how an understanding of a customer’s emotions is as important as delivering on the promised function.
Through the deluge of emails from corporate CEO’s, one thing has become clear – the best businesses put humanity first.
What the British fascination with queueing can teach us about the changing nature of ‘premium’ customers