Joan Yong

The CX-y Love Affair You Can’t Ignore

Our customers don't often fall in love with us at first sight - or first encounter. Their hearts could have skipped a beat at first sight of your glistening product or alluring ad. Yet, like attracted individuals early in the dating game, customers are evaluating...

Change Management – For Customers

Upon re-reading the Elizabeth Kubler-Ross 5 stage of grief model, I shuddered. How could it be so accurate in mirroring exactly what I have gone through in the last few months! Denial. Anger. Bargaining. Depression. Acceptance. First mentioned in Kubler Ross’s book, On Death...

Did You Just Hit A COVID-19 Nerve?!

"People remember how they feel. If you make your audience feel something, they are more likely to remember it" - Simone Heng, global keynote speaker and former international broadcaster. Though spoken in the context of storytelling and public speaking, the same could probably be said...

#ReallyNoFilter?

Can we truly be 'unfiltered' in the way we judge the moments we experience and the memories we commit to our minds? 10 people may go through a similar experience. 6 may be relatively satisfied, 2 may give a raving review, and yet another 2...

Jobs-To-Be-Done_Version-COVID-19

Since I started penning my thoughts on this topic 2 weeks ago, more than 50% of the content has become irrelevant. COVID-19 has brought a new meaning to the word ‘disruption’, which is now an overused buzz word. Thinking about all the people who are...

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