An event I attended this past weekend reminded me how easy it is to misunderstand what it means to be “customer-centric”. In general I h…
An event I attended this past weekend reminded me how easy it is to misunderstand what it means to be “customer-centric”. In general I h…
The world, more specifically the human world, is changing and moving at lightning speed, adapting and evolving, and getting more complex by …
If you think we’re tech savvy now, wait until you meet the ‘future’ you.
You’ll no longer carry any cash, won’t drive yourself …
So, Christmas is just around the corner, and retailers and service providers are preparing for the busiest time of the year. With online sal…
Behavioural psychology can sound a bit like something that’s only discussed within lecture halls of universities rather than in the contex…
As I take a look back over the buzz of 2017, two themes stand out – purpose and experience. One is centuries old while the other is a rela…
Five or so years ago, we began looking at the cashless society – how a world that operates commerce online would start moving to an enviro…
Finding customers is an important first step towards success in small business – but it’s no good drawing a crowd if you can’t keep th…
Loyalty is coveted by organisations because loyal customers come back more often, spend more money and tell other people they like you. And …
Running a small business is hard work and often involves juggling day-to-day priorities, which can mean many SME owners don’t feel like they…
Sadly, not every interaction small businesses have with their customers will be a happy one.
There will be hiccups and, inevitably, compl…
One of the great things about the work I do is the breadth of businesses and industries I get to delve into. Common to most are four custome…
