by user | Nov 5, 2024 | At Work
By: Michael McQueen The concept of value is currently undergoing a profound transformation. Today’s consumers are no longer content with low prices or flashy marketing alone; they are looking for deeper connections with the brands they support. This shift in...
by user | Sep 4, 2023 | At Work
By: Michael McQueen The annuls of history make it very clear that power has generally belonged to organizations – from religious institutions to government bureaucracies and corporate behemoths. There have certainly been various ‘Davids’ who have...
by user | Jul 19, 2023 | At Work
By: Michael McQueen There is no faster way to kill the customer experience than with confusion. Overcomplicated systems, unnecessary friction and brand inconsistency are some of the fastest ways to erode trust and rapport. With customers looking for integrity in their...
by user | Nov 28, 2022 | At Work
By: Michael McQueen Far from being the rationally operating, pragmatic agents we like to believe we are, more often than not our decisions arise from the seat of our emotions. Our sense of certainty in reaching conclusions and making choices is far more connected to...
by user | Apr 26, 2022 | At Work
By: Michael McQueenWe all have our own story of dealing with friction. Hours spent on hold, inefficient systems and arbitrary rules all play a role in making many customer experiences unbearable. The only outcomes of systems such as these are higher costs, confusion...
