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 used it for years, fear being a powerful motivator. The ‘only 2 seats left at this price’ pop-up as you search your airfare, the ‘last few tickets remaining’ notification – all designed to stimulate your […]

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 find a better metaphor or teaching tool that better demonstrates the need to place the customer at the centre of the business, while also exploring the values of the modern consumer. The metaphor goes as […]

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 ‘scientific formula’, the third Monday of January is the most depressing day of the year for us all (and by the same analysis, around 21-23rd June is the least depressing – only another 150+ days […]

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 moved very far away from them.  We will roast a large bird and put marshmallows in our potatoes all to celebrate and give thanks for what we have. And then somewhat ironically, 140m Americans will […]

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 a huge fan of consumer research, feeling it was historical and only ever capable of measuring what was already known, the status quo. He was interested in the future, not the past. The fundamentals of […]

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 may face to act otherwise. It is a characteristic that many philosophers and psychotherapists explore, the authentic self, the quest to know oneself and to live your life from that intrinsic place (whoa… that got […]

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 significant learnings and understandings to be gained for brands to connect with their modern consumer. As PART I of this series on Era Tour Swiftonomics stated, she has created an enviable demand for her product, one […]

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 and entrepreneur. But as much as my inner Swiftie delights at the current success of her sold out ERAS tour, there is something more interesting afoot from a branding perspective. Ask yourself the question how […]

SILENT SCARS: UNDERSTANDING CUSTOMER POST-PANDEMIC PTSD

consumer post pandemic PTSD intrusive thoughts

Three years ago, our world fundamentally changed. As individuals, and as a collective society, we spent the best part of two+ years dealing with a significant trauma event. Last week, the WHO Emergency Health Committee officially downgraded Covid-19 from its Global Emergency Status, thereby signalling the official end of the pandemic. And while the event […]

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

christmas customer experience

It’s that time of year. Well in fact it’s been that time of year since November really, hasn’t it? The Christmas ads invade our TVs and social media feeds. Every year we wait. We wait for the emotional tear-jerker campaigns to drop, to pull at the heartstrings, to give us that warm fuzzy feeling of […]