How Will Voice Impact People’s Buying Behaviour?
“Buyology” is evolving faster than biology; that is, how we buy is changing faster than how living beings evolve. In…
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Customer Engagement
Is your customer experience ‘Ritz Carlton & Zappos’ or ‘nPower’?
Let’s say that your organisation wants to retain customers, wants to increase the lifetime value…
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Why Britain’s DIY sector isn’t doing it
We are becoming familiar with the assertion that millennials are lazy, although there’s plenty of…
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How can Chatbots help in B2B?
When asked, 80% of business respondents admitted they are either already using or planning to…
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Case Study: Avast – Customer Experience-led Strategy
Avast is the global leader in next-gen cybersecurity products for consumers and businesses, operating across…
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Creating Customer Constellations – Episode 2: Creating Bright Stars
In my previous article, I set out the Customer Constellation Model which can be used…
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Creating Customer Constellations
Modern customer engagement strategies tend to focus on ‘owning’ a customer, or at the very…
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Does your tech for good website sound too techie? Here’s how to fix it.
Remember that persistent line from the shampoo ad? “Here comes the science bit. Concentrate!” It’s a bit…
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Seamless Customer Experience for Telcos: A Practical Approach
In this age of data and convenience, customers across the globe are getting used to…
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Why Content Marketing Doesn’t Work
It’s hard being a marketer. Mostly because people think we all talk boll*cks a lot…
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Zara’s New Concept Store Showcasing Fast Fashion Future of Retail
This past week had the pleasure of visiting the new Zara Concept Store in Milan,…
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