What happens when it doesn’t just work?
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.
The future’s already here… with a summary of the best (and worst) of the 2019 trends reports.
As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.
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.
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…
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…
So Friends Reunited is no more. But it leaves us with lessons in social networking, online stalking, and the importance of keeping an eye on the trends shaping the world we live in.