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
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.
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 […]
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 you had better things to do that day, firstly how dare you, but secondly may I suggest you catch up and have a read). Thinking you are a separate entity from the whole is a […]
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 Speed, Reach and Power of peer networks have grown. But most brands and business still fail to harness the power of either User-Generated Content or leverage the peer-to-peer conversation favourably. More worryingly, most do not […]
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 all noise or should we be stepping into the space as brands? What will it mean for the Customer Experience? Are consumers ready or is it just Zuckerberg trying to run away from reality (and […]
FROM PASSIVE TO ACTIVE: WHAT TIKTOK TEACHES US ABOUT COLLABORATION
”We put the customer at the centre of our business”. This is quite possibly the most overused and underdelivered corporate phrase about. What it usually means is that a business needs to ensure they listen to what their customers want, in case it turns out not to be them. For most businesses the customer is […]
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 […]
NOW, THEN & WHEN: THE 3 PHASES OF COVID19 CONSUMER RECOVERY (PART 1)
Blue Monday was on the 20thof January this year. Traditionally it is known as one of the most depressing days of the year. The Christmas vacation already a distant memory, the credit card bill arrives showing up how you overspent over the holidays, and you have most likely failed on most of your New Year’s […]