The unwritten rules get written
…when someone decides to selfishly push. There’s an assumption of civility and fairness in all of our interactions. When a harsh competitor unilaterally breaks unwritten rules (because it’s “not technically against the rules”) the community then writes down a new rule. The best way for a market to be a free market is for the […]
The Cliffs Notes paradox
For a decade, Cliffs Notes were the bestselling section of the bookstore. They were a simple way for any high school student to get insight, examples and answers about the books they were assigned and read (or didn’t read). When Cliffs published a list of their thirty bestselling titles, I saw an opportunity and created […]
The search tax
Amazon took in more than $30 billion in ad revenue last year, money spent to elevate some products over others in the hierarchy of attention. It’s probably true that someone shopping on Amazon is going to either buy something or not… the purpose of the “ads” isn’t to amplify consumption, it’s to shift what someone […]
“But what if it doesn’t work?”
The best way to win a short-term game is to bet it all on one strategy. Someone is going to get lucky and it might be you. But we rarely thrive in the long run if we persist in playing a series of short-term games. Instead, organizations, individuals and teams do better when they understand […]
Neurodiversity & unbiased CX approaches: the opportunities you may be missing out on
Often one of the biggest challenges in CX can be breaking down silos within businesses. Ensuring inclusivity for those included in the working groups presents another layer of complexity. I want to discuss the value of inclusive teams, and the need to consider bias in CX and customer journey mapping. Securing the perspectives of many different…
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Customer champion programmes: building the customer-oriented working culture
Customer champion programmes have been around for over a decade, yet they’re still not all that common. They’re imperative to maintaining customer centricity. With customer success champions, you can ensure that your customers and their best interests remain at the heart of everything you do. This CXM guide aims to inform you about the customer…
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Put personalisation at the heart of digital transformation
We’re in an experience economy. Consumers have more choices than ever before, and they’re extremely pressed for time. That means organisations need to continually earn their customers’ loyalty. Every aspect of every interaction needs to be seamless and personalised. But the personalisation consumers expect is rarely the “Dear Name” marketing messages that flood their inboxes. The Genesys report “The State of Customer Experience” finds…
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5 ways to strike gold in the golden age of market research
The market research industry is in a bona fide golden age. Between 2020 and 2023, global turnover is forecasted to increase by 33% to over $100 billion, and innovation is at an all-time high. More businesses are relying on data than ever before for their day-to-day decision-making. This data is also more sophisticated than ever, with new technologies making research and insights data easier to gather and integrate as…
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The lessons, cost, exploitation, and sustainability of fast fashion
In 2023, it’s tricky to avoid fast fashion brands. And that’s either because you’re a customer of theirs, or you have seen their influx of advertising on TV and social media. Common household names of fast fashion retailers currently include Pretty Little Thing, Primark, and boohoo being amongst the most popular. However, there’s a few things…
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Greenwashing: rip the seams on eco-friendly fashion labels
The fashion sector is now constantly under pressure for its sustainability policies and claims. For brands, it can be challenging to demonstrate credentials when selling products as ‘eco-friendly’ or ‘sustainable’. Yet, consumers are becoming increasingly sceptical of these claims and they are right to exercise caution. A new trend has now come to the fore…
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