Forget David Vs Goliath: Meet Today’s Empowered Customer
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
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*?
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?
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
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
Addressing friction with some simple questions is probably the most powerful form of innovation every business owner / professional would do well to engage in.