Meaningless Measurement

We live in an epidemic of feedback requests. But rather than helping companies to understand their customers, it might be hindering them instead.

Hanging By a Thread

A simple story of a clothing company dealing with a particularly pedantic problem

Or the importance of focussing on customer outcomes

Focussing on the outcome, not the question, will mean you never need to ask ‘Is there anything else?’ ever again

What can a missed fridge collection, a DoNotReply email, and a fake name tell us about how companies waste money giving a bad customer experience?

When you’re stuck in the inner processes of an organisation, being a customer can feel a lot like trying to complete a level of Mario.

What happens when it doesn’t just work?

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…