The Myth of Customer Loyalty
As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.
Category: Popular Articles
Popular Articles
Things can only get…worse?
We live in a world that is perfecting the functional experience at the expense of the emotional experience.
The Visitor
Another normal day, another normal commute, and I’ve got my normal standing spot by the bin-seat, a useful substitute for when my legs start to give way should one of those very-rare, nearly-never-happen, but-when-they-do-they-take-ages delays occur.
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…
The Thick End of the Wedge
What can a failed newspaper teach us about the importance of truly understanding what customers want?
The Alice in Wonderland Guide to Career Planning
What can Alice and the Cheshire Cat teach us about career planning? Focus on the journey, not the destination…
The Descent to Average
Why do so many great ideas disappear into nothingness? The dreaded descent to average…
In Search of Certainty
I recently ordered a large plate of nachos. And that got me thinking about the need for certainty in our lives, whether as a customer, a career-planner, or a commuter…
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