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 Norwegian rowing ritual. Fandom is ultimately about belonging, ritual, community, common purpose and delight. And it doesn’t matter if you are in a stadium experiencing it live screaming until your voice gives out, or […]
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 wears a military-style
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 need to foster genuine emotional connection with their customers to build the loyalty they seek. But the deeper I look acro
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
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
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…
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 consumers coexisting for the first time. For brands and business owners, this presents a unique challenge and opportunity.