We’re in the midst of an epidemic of apology – and the result is that customers are losing respect for big companies.
Self-service checkouts, airport check-in, customer feedback requests… why is it so hard to be a customer nowadays?
We live in a world that is perfecting the functional experience at the expense of the emotional experience.
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If you want to keep up with your customers, stop delaying the inevitable and instead do something about it.
Want your customers to recommend you? Maybe stop ruining their experience with your incessant feedback requests…
How do you find real human insight? Explore what people say, do, search for, and shout about…