Category: Published Articles

Engaged Employees = Empathetic Experiences

Want your customers to love you? Then start by making sure your employees at least like you…

Time Lords & Timelines

Looking for great customer insight to help come up with better ideas? It’s all in the…

timing.

(It’s not) All About the Money

Giving customers money when they complain will make them go away, but might also mean they don’t come back…

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 Great Acceleration’ by Robert Colvile

There are many books written about new technology, and there are many books written about human nature. But this book manages to be one of the few that successfully combines both…

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…