Case Study: Fake Airpods, dodgy dealers, and a brilliant eBay experience
I could tell the second I tried to open the box. That usual, perfect, satisfying Apple-designed ‘drop’ of the box from the lid was missing. In fact, I couldn’t open…
Tag: Apple
Let Your People Go (And They’re More Likely To Stay)
Creating a team of identikit colleagues may well be good for compliance, but it’s not good for creativity. And after a while, your best people will get fed up, and leave.
Scooters, Stomachs, and Screentime: Welcome to the World in 2019.
The future’s already here… with a summary of the best (and worst) of the 2019 trends reports.
The Myth of Customer Loyalty
As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.
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.
Originals by Adam Grant
It’s always a good sign when, before finishing a book, you’ve already bought a copy for two people and recommend it to several others. Here’s the bits I enjoyed the most…
It’s Not Me, It’s You
If a customer makes a mistake, it’s the companies fault for making it possible for a mistake to be made. Welcome to Customer Experience in 2016…
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