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 […]

THE 4TH DIMENSION: THE NEXT FRONTIER OF CUSTOMER EXPERIENCE

4 dimension future customer experience

In terms of Customer Experience and eCommerce strategy we could, and should, be doing a lot better. We seem partially stuck in old ways, many businesses only slowly adapting to new consumer demands and eCommerce potential, or indeed requiring events like a global pandemic to be forced into a future we already knew had arrived. […]

LINING UP FOR SUCCESS: THE PSYCHOLOGY OF THE QUEUE

the queue experience

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 […]

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 […]

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, […]