Everything Changes But… Everything

We’re all obsessed that everything is changing – when really almost everything is staying the same.

The Myth of Customer Loyalty

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

We live in a world that is perfecting the functional experience at the expense of the emotional experience.

What can a failed newspaper teach us about the importance of truly understanding what customers want?

Why do so many great ideas disappear into nothingness? The dreaded descent to average…