Category: Published

The Lost Art of Aftersales

Want your customers to recommend you? Maybe stop ruining their experience with your incessant feedback requests…

The Human Compass

How do you find real human insight? Explore what people say, do, search for, and shout about…

Design for the 99(%)

Want to give your customers a better experience? Maybe take a leaf out of Amazon’s book and stop treating them like criminals.

The Rules of (Human) Engagement

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

Back to the Future

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…

See No Evil, Hear No Evil…

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…