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inspire & Delight

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welcome to a blog to inspire & Delight

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THE JOY OF CUSTOMER EXPERIENCE: MEANING AND CONNECTION

We have all fallen victim to FOMO, that fear that we are missing out on something important. Marketing executives have...

THE BLUE DOT CONSUMER: CUSTOMER EXPERIENCE REDEFINED

For over 10 years, I have been using the Blue Dot Consumer metaphor with global audiences. I am yet to...

AI’S IMPACT ON CX: FROM TRUST TO COMPANIONSHIP. GET READY FOR MACHINE LOVE

Artificial Intelligence is unlikely to become sentient and take over the world, but it may very well take over consumer...

MAKE YOUR CUSTOMERS FEEL GOOD: THE GIFT OF BLUE MONDAY

This week sees every travel company (and the media) talk about ‘Blue Monday.’ The story goes that based on a...

A CX SCROOGE CHRISTMAS. WHY CONSUMER CONNECTIONS ARE LIKE A CHRISTMAS PUPPY

Nobody wants to be Ebenezer Scrooge. No one wants to be seen as the grumpy old man in the black...

A BREATH OF FRESH AIR (ARTIFICIAL INTELLIGENCE RETAIL): A CX PERSPECTIVE

In 1996, as a young post-graduate student, I remember once trying this new thing called ‘a Yahoo search engine’ to...

BLACK FRIDAY: 5 THINGS DRIVING THE RETAIL EXPERIENCE

This Thursday is Thanksgiving, a day where we cherish the time spent with family as a reminder of why you...

STOP ASKING YOUR CUSTOMERS WHAT THEY THINK: CX MEETS QUANTUM PHYSICS

Steve Jobs once famously said that ‘people don’t know what they want until you show it to them.’ He wasn’t...

FAILING TO INNOVATE: THE RELATIONSHIP BETWEEN RISK, FAILURE & RESILIENCE

I am successful, not at everything but at some things. I am a failure, not at everything but at some...

BRAND AUTHENTICITY: BARBIE, KEN, & TAYLOR PART III

Authenticity is all about being true to your own values and spirit, being real, genuine, regardless of the pressures you...

A CX MASTERCLASS COURTESY OF TAYLOR SWIFT. PART II: TAYLORGATING

As Taylor Swift’s ERAS tour continues to break records and ticket availability reaches Willy Wonka Golden Ticket fervour, there are...

WHAT TAYLOR SWIFT CAN TEACH YOUR BRAND PART I: SWIFTONOMICS

As any regular reader knows, Taylor Swift is my guilty pleasure. I admire her as a performer, a songwriter, director...

SILENT SCARS: UNDERSTANDING CUSTOMER POST-PANDEMIC PTSD

Three years ago, our world fundamentally changed. As individuals, and as a collective society, we spent the best part of...

ROBOT WARS & CX: WHEN AUTOMATION GOES VERY WRONG

One of my favourite childhood toys was a motorised robot that walked, spun, made space-aged sounds and shot plastic rockets....

A TAYLOR SWIFT TRIBAL BRANDING MASTERCLASS: YOU’RE THE PROBLEM

Exactly a year ago I published a blog about consumer collaboration and the shift From Passive to Active consumerism (if...

5 THINGS YOUR BUSINESS COULD LEARN TODAY FROM LOVE

Today is St. Valentine’s Day, the day on which many around the world celebrate their love for one another by...

THE 3 GHOSTS OF CHRISTMAS CX: WHAT DOES THE FUTURE HOLD?

It’s that time of year. Well in fact it’s been that time of year since November really, hasn’t it? The...

CUSTOMER INTIMACY: 6 WAYS TO ATTAIN A DEEPER CUSTOMER CONNECTION

When you hear the word ‘intimacy’, what is the first image that comes into your head? Think about it. Intimacy....

THE 4TH DIMENSION: THE NEXT FRONTIER OF CUSTOMER EXPERIENCE

In terms of Customer Experience and eCommerce strategy we could, and should, be doing a lot better. We seem partially...

HARNESSING THE POWER OF THE NETWORK. THE POWER OF PEER-TO-PEER

For many years we have been talking about the power of the network. As social media has expanded, both the...

MASTERING THE METAVERSE: WHY CONSUMERS ARE READY

It is one of the most frequent questions I get asked these days. What about the Metaverse? Is it just...