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