(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… (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…
‘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…
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.
johnJsills 