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Tag: Customer Loyalty

Posted on June 13, 2018September 15, 2020

The Myth of Customer Loyalty

As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.

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Posted on September 18, 2015February 10, 2021

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…

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Posted on July 23, 2015February 18, 2018

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…

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Posted on May 29, 2015September 14, 2020

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…

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Posted on December 21, 2014February 18, 2018

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.

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Posted on June 7, 2014September 14, 2020

Nudgestock2 in Fifteen Handy Quotes

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

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Posted on May 8, 2014February 18, 2018

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…

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Posted on March 31, 2014September 14, 2020

There’s No Time Like the Future

It’s easy to predict that the future will arrive, but it’s far harder to predict what it will look like. So why should we try guess what’s going to happen – and how can doing so help us be, well, better?

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