Many of us would like to believe that we base our important business decisions on well grounded facts. It does not take much looking around to realise that the data do not necessarily support the decisions being made. David Brooks wrote an op-ed piece in the New...
Think of how many times you had an impulse to buy a more expensive brand and later convinced yourself that you did it because the quality is much better. Truth is that in most cases you did it because you trust the brand more or you feel a sort of sympathy towards...
Authors: Steven Walden and Nigel Marlow Things your insights department and academics won’t tell you about your metrics and suggestions on resolving them! The Problem With Metrics Today It infuriates me the way organisations love their metrics. It’s not that I am...
Here is a surprise for you…. your Customers are people! I hope this didn’t shock you too much… Given this I really don’t understand why organizations seem to forget this and design experiences as if people are robots, or logical, rational beings. People are far from...
As we look back at the past 12 months, I thought it would be interesting to review our most popular posts of 2012. 1. The first proved to be very controversial as I was suggesting the end of Customer Experience as a movement: “RIP Customer Experience: Seven reasons...
I’ll start with a real life story. The CEO of a company decided not to renew the contract with their telecommunications provider even though they were the cheapest. Puzzled by that the account manager sought to speak to the CEO and found that the reason for this...
