One kitchen, several builders, and a reminder that organisations should be saving customers time, not demanding it.
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.
What the British fascination with queueing can teach us about the changing nature of ‘premium’ customers
We live in a world that is perfecting the functional experience at the expense of the emotional experience.
If you want to keep up with your customers, stop delaying the inevitable and instead do something about it.
Want to give your customers a better experience? Maybe take a leaf out of Amazon’s book and stop treating them like criminals.
Want your customers to love you? Then start by making sure your employees at least like you…
It’s never been more easy to be techno-dazzled, and so never more important to understand the things that won’t change…