Forget David Vs Goliath: Meet Today’s Empowered Customer
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Recent years have seen the balance of power shift rapidly away from organisations and to the individual, writes Michael McQueen.
The Key to the Customer Experience? Kill Confusion
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There is no faster way to kill the customer experience than with overcomplication and confusion, writes Michael McQueen.
Forget What Your Customer Thinks… How do They *Feel*?
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It’s good practice for organisations to worry less about what their customers think, and pay much closer attention to how they feel.
Business Advice: Is Your Last Impression As Good As Your First?
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Removing friction and pain points for customers should be at the top of the list of a business’s priorities.
Why A Consistent Customer Experience Is The Key To Building Trust
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For organisations that are in the service sector, building trust through consistency is a function of one vital thing: A consistent customer experience.
Focusing on Friction
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Addressing friction with some simple questions is probably the most powerful form of innovation every business owner / professional would do well to engage in.