Blog
Loyalty: A Generational Perspective
The concept of loyalty means different things to different generations. What inspires it is also different.
Loyalty: The Gift of Permission to Fail
How true loyalty allows you a brand to fail and still be loved.
Loyalty: A Two-Way Street
How empathy, openness, relevance, experience and emotion are the true drivers of customer loyalty.
The Choice Dilemma
Choice Paralysis: why too much of a good thing can be harmful to your brand.
Decisions Decisions
When it comes to making decisions, are you the tortoise and or the hare? Satisficer or Maximiser?
Loyalty Programs: Love or Loss Aversion
Are most loyalty programmes built out of love for the consumer or tapping into their loss aversion.
Nudging: The Ultimate Choice
To influence a consumer’s behaviour, you first have to understand it. The role of Behavioural Economics and choice.
CX & Behavioural Science
How applying Behavioural Science principles can give exponential returns on your CEM and CX programs.
The Average Customer Doesn't Exist
Why decades of over-averaging has taken brands further away from their target audience; risking a disconnect that results in lost attention and broken trust.
The 60 Day Identity: Rapid Iteration
In a world where identities are being reshaped every 60 days, where the mental house party now has a few more permanent guests, how are brands going to keep up?
Mind The Gap
How the gap between expectation and reality can create both a headache and an opportunity for your brand to win.
Why Hearing Isn't Listening
How failure to listen to customers; intently, openly and with a desire to learn is costing brands their future.