WHAT THE WORLD CUP 2026 TAUGHT US ABOUT BRAND FANDOM AND DELIGHT

Fandom is a powerful force. World Cup 2026 was full of fandom displays, from the Scottish Tartan Army takeover to...

THE RISE OF ZILLENNIALS: BRAND VALUES OF A NEW GENERATION

We tend to label a generation every 15 years. The Traditionalists were pre-1944. Baby Boomers 1950-1964. Generation X 1965-1979. Millennials...

THE TRUST TOWER: WHY BRAND LOYALTY IS BUILT ON BELIEF, NOT BENEFITS

In everyday interactions, trust is generally built through small signals. For example, have you ever wondered why your airline pilot...

THE CUSTOMER INTIMACY LADDER: FROM SERVICE TO SOUL

For years I have spoken about Customer Intimacy as the ultimate competitive advantage...

QUANTUM PHYSICS & THE ILLUSION OF SEPARATION: WHY ENTANGLEMENT MIGHT BE THE MOST POWERFUL METAPHOR IN CUSTOMER EXPERIENCE (CX)

Connection is Everything. It is the title of most of my keynote performances today and a powerful reminder that brands...

THE BAD BUNNY HALFTIME EFFECT: WHY IDENTITY IS ONE OF THE MOST POWERFUL FORCES IN CUSTOMER CONNECTION

There have been many iconic Superbowl halftime shows. From Michael Jackson’s high-octane set in 1993, Prince’s rain-soaked guitar solo in...

THE PSYCHOLOGY OF ANTICIPATION: 3 WAYS TO KEEP CUSTOMERS SPENDING

Nearly half of all summer vacations are booked in Q1, with January its peak month. The travel industry refer to...

STRANGER THINGS: WHY LOYALTY LIVES IN THE UPSIDE DOWN

The final season of Stranger Things landed just in time for Christmas viewing and buried inside it is a perfect...

FROM QUEUE TO CLICK: HOW GEN Z IS REWRITING BLACK FRIDAY AND THE FUTURE OF RETAIL

This Thursday is Thanksgiving in the US. The holiday traces back to the 1600s, when Pilgrims and the Wampanoag people...

THE HORROR OF MISUNDERSTANDING CUSTOMER LOYALTY

There is something horrifically wrong with most businesses understanding of customer loyalty. Loyalty is an emotion long before it becomes...

DECODE, DELIGHT, DEVOTE: TURNING CUSTOMERS INTO TRIBES THROUGH GAMIFICATION

“She said 47 seconds on the podcast. That’s so random. Why would she say that? She’s the half-time act for.....

JUMPING ON THE BRANDWAGON: LEVERAGING CONTEXTUAL CUSTOMER CONNECTION

Contextual Marketing is ultimately about making your brand feel like it belongs – right place, right time, right customer need.......

GAME, SET, AND MATCH: WHAT WIMBLEDON TAUGHT US ABOUT EXCEPTIONAL CUSTOMER EXPERIENCE

There are many global tennis tournaments but none of them can touch Wimbledon, the hallowed grounds of tennis, for its......

ONE-LEGGED LESSONS IN CUSTOMER EXPERIENCE: WHY YOU SHOULD BE A FLAMINGO

A few weeks ago, I had the pleasure of spending a few days in southern Sardinia....

THE HIDDEN LANGUAGE OF LOYALTY: CX CONNECTION IS EVERYTHING

Customer Experience (CX) isn’t just a verb (an action) or a noun (a touchpoint along the journey). Great CX should......

DATA IS THE OIL BUT EMOTION IS THE ENGINE: GETTING CREATIVE WITH YOUR CX CONNECTION

You’ve heard it before: “Data is the new oil.” But like crude oil, raw data isn’t useful until it’s refined....

COURAGE, TRUST & BELIEF IN CUSTOMER EXPERIENCE

Sometimes you have to do what is right, and for brands, there are times that can clash with revenue, profit...

A SIMPLE HACK TO POWER BETTER PROBLEM SOLVING

At the heart of innovation and creativity is a unique approach to problem solving. Did you know that we can...

A NEW YEAR & A NEW CONSUMER: HOW BETA BABIES WILL CHANGE EVERYTHING

As of January 1, 2025, with the arrival of Generation Beta, we are witnessing a historic milestone: seven generations of...

THE PSYCHOLOGY OF SURPRISE: THE GIFT OF AN UNEXPECTED CUSTOMER EXPERIENCE

There is nothing better than the excitement of children running down the stairs to see what St. Nick brought them...

THE CUSTOMER INTIMACY LADDER: CLIMBING YOUR WAY TO CUSTOMER LOYALTY

No matter what industry event I perform at, there seems to be a general misunderstanding of both brand loyalty and...

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welcome to a blog to
inspire & Delight

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welcome to a blog to inspire & Delight