Tag: Uber


The Effortless Economy

I was recently reminded of how crucial effortlessness is in creating a brilliant
customer experience, whether that company be an old dog, or a Silicon Valley pup full of new tricks…

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Trends Reunited

So Friends Reunited is no more. But it leaves us with lessons in social networking, online stalking, and the importance of keeping an eye on the trends shaping the world we live in.


Goggles, Heartbeats, and Novelty Socks. Welcome to 2016.

The future’s made of Virtual Reality, surrounded by beard-less Hipsters and colourful socks. Here’s my summary of the 2016 trends reports…


The Myth of Customer Loyalty

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


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…


Three Lessons From a Week of Bad Customer Experiences

Some things from my week of Planes, Trains, and Automobiles – with three lessons on how not to give great customer experience…

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Nudgestock 3 in Thirteen Quotes

Nudgestock returned with a new venue, but the same superb level of behavioural insight…