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 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
THE CUSTOMER INTIMACY LADDER: FROM SERVICE TO SOUL
For years I have spoken about Customer Intimacy as the ultimate competitive advantage
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
STRANGER THINGS: WHY LOYALTY LIVES IN THE UPSIDE DOWN
The final season of Stranger Things landed just in time for Christmas viewing and buried inside it is a perfect
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
DECODE, DELIGHT, DEVOTE: TURNING CUSTOMERS INTO TRIBES THROUGH GAMIFICATION
“She said 47 seconds on the podcast. That’s so random. Why would she say that? She’s the half-time act for..