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?

What can Alice and the Cheshire Cat teach us about career planning? Focus on the journey, not the destination…

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