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Customer Experience: What Can We Learn From An Organisation That Kills It’s Customers? 26 Aug 2013 | 09:19 pm
I am coming out of my self imposed August retirement to write about something that calls to me, deeply. And to share with you insights and learnings which show up for me as being valuable if you are u...
What Will Advertising Look Like In 2020? 22 Aug 2013 | 02:24 pm
I believe that capitalism runs on the inefficiencies in any given market. These inefficiencies force evolution. They force change and innovation. Often rendering old business models irrelevant. I’...
A Guide to Experience Maps 22 Aug 2013 | 02:04 pm
Adaptive Path has designed a nice little mini-site to share and showcase their guide to Experience Mapping. Very generous of them and too good not to share with you. read more
Ironies of the Retail Customer Experience 20 Aug 2013 | 04:49 pm
brand as business bit: What was old is new again; what is big isn’t best; what’s happening halfway around the world matters here. These ironies describe the retail customer experience landscape in Am...
Change in Demand for Asset Class Driven by the Ageing Population 15 Aug 2013 | 02:13 pm
The old theory of investment went something like this: You can afford to own a higher risk portfolio of investments when you are young because if they go drastically wrong then you still have enough t...
The Next Wave: Brand-Led Sustainability Strategy 14 Aug 2013 | 01:42 am
Review just about any public company’s sustainability report and chances are, you won’t see a mention of how sustainability extends to the brand level. With some exceptions like Marks & Spencer, Cloro...
What Makes It the Greatest Customer Experience on Earth? 12 Aug 2013 | 02:24 pm
Do you know what comprises the greatest customer experience on earth? I do. I've seen it twice! "What? What are you talking about, Annette? Have you been keeping secrets from us?" Au contraire...
Humans Are the World's Best Pattern-Recognition Machines, But for How Long? 8 Aug 2013 | 07:57 pm
Not only are machines rapidly catching up to - and exceeding - humans in terms of raw computing power, they are also starting to do things that we used to consider inherently human. They can feel emot...
First German language NPS conference and certification 7 Aug 2013 | 05:08 pm
If you're into NPS and happen to be in the area of Düsseldorf on September 3, you may want to participate in Germany's first Net Promoter conference. It is organised by the NPS-Thinktank, a joint ...
Japan Goes Age-Friendly in Pursuit of Older Mobile Phone Customers 6 Aug 2013 | 07:22 pm
Really interesting blog posting from Kim Walker, via his contacts in Japan, about ways to improve the sale of smartphone products to older people. read more
