Working from home has humanised us all. Whether it is a dog who insists on getting up on your knee when you are on a video call, or the paintings on the wall in the background – we are all getting to know our colleagues and clients in a different sort of a way....
Who is driving the customer experience at Boeing? Boeing is in the news. In its 103-year history, it is probably facing the greatest challenges it ever has. Some commentators are asking ‘will it survive’? The customer experience and the brand reputation are being...
Five lessons on working with purpose This is the first time in a year that I have had no internet. I struggled with it at first, but the time ‘unplugged’ has proven to be most valuable. I brought one book along on this trip – Inspired Inc (which I consumed with...
Food delivery services are on the rise – with a generation of ‘I want it now!’ what does this really mean for restaurants – and the customer experience? The young people in my life would prefer to order ‘Uber Eats’ or another...
I was really sad to see that Shoes of Prey ‘has stopped taking orders’. Finding customers I suspect was getting more and more expensive; they are not alone in the challenges faced with the cost of acquiring customers. As algorithms change on social networks almost...
What is the most valuable commodity in the world? I’ll give you a few hints. We all have a finite amount of it. We cannot manufacture, imagine or mine any more of it. There is a limited amount we get to use each day, and each lifetime. It’s time. And if we can agree...
My to-do list for retailers No business owner can take a set and forget mindset; nothing is slowing down and putting your head in the sand is not an option. Technology, media trends, audiences, compliance and opportunities for your business; online retail is like any...
Gamification: the results are in! Gamification in business has been around for over 15 years. The actual term – ‘gamification’ – was coined by Nick Pelling back in 2002, however, its traction in marketing has become more significant in recent...
