The role of social media as a machine for allowing groups of people to be in a state of perpetual outrage is a trend which shows no signs of abating. Love it or loathe it, what should you do about it? Is responding to organised online campaigning a reasonable reaction to the Voice of the … Continue reading When customers ‘gang up’ are you ready?
Last week I committed on Twitter to revisit IKEA’s customer experience. There’s nothing like encouragement to get you going so as IKEA’s twitter channel quite liked the idea, here goes… History time I’ve been an IKEA customer for nearly half my life (which makes me wonder if my house should look a bit more Scandinavian than … Continue reading Tales from the sharp end #2: IKEA, memory and the peak-end rule
I've been thinking a lot about simplicity lately, partly because simplification is a major outcome of knitting fog and partly because I am starting to feel a bit overwhelmed by articles with titles like 'N top tips to improve your Customer Experience' or similar where N is usually an odd number between 5 and 25 . … Continue reading The one essential rule for customer strategy