Category: Customer Experience

See No Evil, Hear No Evil… (guest post)

A good friend of mine shares his story about how his company lost touch with their customers, and are now reaping the rewards of finding them again…

The Reality of Perception

We all see the world from where we stand, so to unlock real insight, you need to continually challenge your perspectives…

Doubling the Dots

Want to come up with better ideas? Get more parts on the table…

The Effortless Economy

I was recently reminded of how crucial effortlessness is in creating a brilliant
customer experience, whether that company be an old dog, or a Silicon Valley pup full of new tricks…

The Thick End of the Wedge

What can a failed newspaper teach us about the importance of truly understanding what customers want?

Unpredictable individualism

People will choose the most useful option for them in that moment – and may choose differently every time. Welcome to the world of customer divergence.

One step back, two steps forward

It’s never been more easy to be techno-dazzled, and so never more important to understand the things that won’t change…