THE CAPTIVE ECONOMY: WHAT NEXT FOR THE COVID-19 CONSUMER
We now live in what I’ve decided to name The Captive Economy – one where we as participants and consumers are limited in terms of how we are to live our lives. I think its slowly dawning on most of us that things may never quite be the same again. We are entering a new […]
THE TOILET PAPER APOCALYPSE: THE CONSUMER PSYCHOLOGY BEHIND THE PANIC
Last Thursday, the NT News, an Australian newspaper serving the Northern Territories printed eight blank pages, watermarked with toilet paper sheet-sized cut-outs. ‘In case of emergency’ they quipped. As funny as it was, many folded the supplement up and kept it safe at home. These are strange times indeed. There is a respiratory virus on […]
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 […]
SWIPE RIGHT FOR RELEVANCE: WHAT TINDER CAN TEACH YOUR BUSINESS
When I grew up, dating was very different. ‘Swiping Right’ was most likely a drunken punch outside a nightclub. Dating started when your eyes met across a crowded bar. You had another few beers and they looked even better then. But disruption and efficiency is applied to everything today, and dating is no different. Why […]
BEYOND CUSTOMER EXPECTATIONS: THE 5 LAYERS OF PRODUCT
Anyone who studied Strategic Management or Strategic Marketing in university, or during their MBA, might remember many of the big blue bricks that were the Kotler text books. Philip Kotler, the strategic marketing guru, was a very clever man, but he wrote textbooks that must have required 10% of the Amazon jungle to be felled […]
THE JOY OF CX
My last blog posting was about human connection (the evolution of connection and the subsequent step-changes in consumerism and commerce > read here if you feel left out). It focused on the impact of technology on human connection and commerce and outlined how AI heralded our arrival at Connection 3.0, Absolute Connection. Here I want […]
CONNECTION 3.0: ABSOLUTE CONNECTIONS
As humans, all that matters are the connections we have with others. It is buried deep in our subconscious instinct. Stay connected with the tribe, don’t be separated from the herd. Our connections with friends, family, colleagues and loved ones ultimately define our lives. Those who feel they cannot go on often talk about losing […]
RETAIL’S FANTASTICAL TRANSFORMATION
Everywhere you turn, commentators are talking about the Retail Apocalypse. Store closures, malls shutting down, another retail business filing for Chapter 11 protection. It seems bleak, but it is no apocalypse. It makes for good headlines, good debate. Who doesn’t like a good dose of doom and gloom? But retail is not dead or dying, […]
MAN & THE MACHINE: PART II – TRUST ME, I’M A ROBOT
The Superbowl commercials have become as interesting as the game for many of us at this stage, perhaps even more so for some. As a social litmus test, they offer a singular view of where we are as a society through the lens of the brands and businesses trying to reach us. While the Patriots […]
BRING YOUR CUSTOMER EXPERIENCE TO LIFE: A CONNECTED CHRISTMAS
Nokia got a lot of things wrong. While at the press conference announcing the acquisition of the company to Microsoft, the CEO held his head in his hands and cried that ‘they had done nothing wrong but somehow had lost’. The fact that what was once the leading brand in mobile telephony no longer exists […]