THE PSYCHOLOGY OF SURVIVAL: THE NEED FOR RESILIENCE
On the 19th of September 2017, I arrived in the early hours of the morning to Mexico City, due to perform the next day at an EXMA marketing conference. Around noon I left my room on the 12th floor of the Hilton hotel to find a local café for some lunch, returning an hour later. […]
THE BIG TAKE BACK: PART II – CONSUMER DESPAIR, DESIRE & DEMAND
You’ve all heard of the dreaded wall. Not Trump’s one, nor the one that Jon Snow kept peering off (was I the only one that was wishing he’d just fall off at some point – God he was a morose Game of Thrones character). I’m talking about the metaphorical ‘wall’ marathon runners hit around the […]
THE BIG TAKE BACK: THE PSYCHOLOGY OF RECOVERY (PART 1)
The other day I was standing in line at a pharmacy, masked, socially distant, still rubbing the store hand sanitizer into my already recently sanitized hands, when a child in line in front of me, aged about 8 I’d guess, asked his mum, “when will all this be over”? My heart melted. Poor little guy. […]
LINING UP FOR SUCCESS: THE PSYCHOLOGY OF THE QUEUE
A good maître-d or waiter knows how important it is to begin the service interaction with a customer in a good mood. If it starts that way, it is far easier to keep them smiling versus attempting to rescue an already disgruntled customer. If you have made your customer wait too long for their table or […]
EMOTIONAL ENGAGEMENT: CONNECTING WITH THE COVID19 CONSUMER (PART 2)
Understanding how to emotively connect with your consumer has never been more important. Brands and businesses have always needed to weave some kind of emotional tie if they are to build brand loyalty, but recent events have brought emotive connection front and centre. The brands that get this right now and during the recovery will […]