Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers and magazines. In fact, the subscription-based business...
Duplication of tasks, broken customer promises, over-promises, mis (or no) management of expectations, customer issues passed around, dropped without clear ownership, blaming other departments,...
A new product, process, service or experience improvement should always start and finish with the intended end user or customer in mind, shouldn’t it?...
Airbnb loves to share their host’s and guest’s stories.
Airbnb is a digital platform designed to facilitate bookings between guests and hosts. They connect people....
There’s much talk online and in the press about how people’s experience during this COVID-19 era will impact a new ‘normal’ customer experience when...
According to a new study from Harvard Business Review and FocusVision, leading global organisations see customer insight as key to business success. Other organisations,...
“Everything started as nothing”
Ben Weissenstein
Often, I discover a new company or experience that truly stands out. They naturally lead me to compare the new...
“When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotion”— Dale Carnegie.
When was the last time,...
Do you have a ‘listening’ culture that’s prevalent across your business not just in a research, marketing or sales functions?
According to Confirmit, less than...