Sorry Seems to be The Hardest Word

The one where I get put back in my box

Money to Burn

A good experience is great for customers and a cost-saver for organisations – whereas bad customer experience can be expensive to provide.

We’re in the midst of an epidemic of apology – and the result is that customers are losing respect for big companies.

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