Jul 14 min readLessons in customer experience from Trader Joe’s and Whole FoodsTwo American companies consistently hit top notes for customer experience, and it is instructive to examine why.
Jun 152 min readChallenges, Triumphs, and Financial Returns of the Customer Experience LandscapeClaer Barrett, a writer for the Financial Times, recently wrote an article on customer experience entitled "How did it get so bad?"
Jun 13 min readThe Power of 'New' vs. the Strength of 'Trust' in Consumer PreferencesWe’ve heard it said that the word “new” is the most powerful word in the marketing vocabulary. People love the promise of something new....
May 152 min readUnravelling the Secrets of Today's Pricing Tactics with Shrinkflation, Price Pack Architecture and Surge PricingOver the last few years we have been introduced to "shrinkflation". It's when companies sneakily shrink the size of their products.
Apr 302 min readBeyond Threads: The Enduring Symbolism of Uniforms in SocietyDo you remember the pride of donning your school uniform for the first time? It was more than just attire; it symbolised belonging to a...
Apr 142 min readElectric Shock: Stephen Scherr's Bold Gamble with Hertz's Future and the High-Stakes Reality of EV AdoptionStephen Scherr's resume boasts an impressive track record.
Apr 12 min readLessons in Customer Service: A Tale from the TrainRecently, during a routine train journey between two cities, an unexpected customer service dilemma unfolded before our eyes
Mar 152 min readThe Art of Listening: Lessons Learned from the SamaritansListening may seem like a simple act, but in reality, it's a skill that requires conscious effort and practice.