Time to Say Goodbye?
One kitchen, several builders, and a reminder that organisations should be saving customers time, not demanding it.
Tag: Amazon
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.
You Get What You Pay For
What the British fascination with queueing can teach us about the changing nature of ‘premium’ customers
Things can only get…worse?
We live in a world that is perfecting the functional experience at the expense of the emotional experience.
Inevitable Innovation
If you want to keep up with your customers, stop delaying the inevitable and instead do something about it.
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.
Power to the People
Want your customers to love you? Then start by making sure your employees at least like you…
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…
