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Tag: Amazon

Posted on October 22, 2020October 20, 2020

Time to Say Goodbye?

One kitchen, several builders, and a reminder that organisations should be saving customers time, not demanding it.

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Posted on September 24, 2020September 23, 2020

End As You Mean to Go On

My list of impulse lockdown purchases is impressive, and one reminded me that if companies make it too hard for customers to leave, then they’re unlikely to ever come back.

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Posted on March 11, 2020September 14, 2020

You Get What You Pay For

What the British fascination with queueing can teach us about the changing nature of ‘premium’ customers

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Posted on January 19, 2018September 15, 2020

Things can only get…worse?

We live in a world that is perfecting the functional experience at the expense of the emotional experience.

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Posted on November 3, 2017September 14, 2020

Inevitable Innovation

If you want to keep up with your customers, stop delaying the inevitable and instead do something about it.

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Posted on June 14, 2017September 14, 2020

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.

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Posted on March 22, 2017September 14, 2020

Power to the People

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

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Posted on July 8, 2016September 14, 2020

One step back, two steps forward

It’s never been more easy to be techno-dazzled, and so never more important to understand the things that won’t change…

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