Tag: Customer Loyalty


Design With The End In Mind

Once you see it, you can’t un-see it. Another example of the importance of certainty in the world of customer experience…


The Shifting Balance of Power

As customer-led becomes the norm for companies, what does that mean for the balance between customer and business? Clue: the customer isn’t always right…


Three Lessons From a Week of Bad Customer Experiences

Some things from my week of Planes, Trains, and Automobiles – with three lessons on how not to give great customer experience…


The Unexpected Brilliance of Cash-Only Experiences

How is it that a cash-only restaurant in the middle of London can be so successful? It’s all about the customer experience…

Milkman left image

The (Christmas) Tipping Point

In amongst the Mariah, Macaulay, and Mistletoe madness in the lead up to Christmas, one thing is rarely mentioned – giving a little extra to the men and women who bring things to our houses when we’re too lazy to stand, walk, and get it ourselves.


Nudgestock2 in Fifteen Handy Quotes

Nudgestock is quite frankly, the best (non) conference I’ve been too.

Reading on tube, 1960

Human content in a digital world

The best content needs to not only be good, but human. That’s possible by being interesting, positive, and relevant…