Paranoid Brand Warning: Consumers can sense your fear

Consumers love confidence. On evidence, true customer loyalty is won through...


The Experience Margin: Only CX can save retail brands

Retail brands can be saved; but not by conventional retail strategy. In an...


Why customer retention is about more than just points - being served in a cafe

Why customer retention is about more than just points

Apple is often cited as having the most loyal customers worldwide. But what...