Blog

Lady in forest holding circular frame making her seem translucent.
Uncategorised

You don’t know me

You don’t know me. One of my relatives sold her house about nine months ago for (at the time) an astonishing $2.5M. But recently, a (mere)

Read more >
Operating table with two doctors under Bright lights
Uncategorised

Surveys can be life and death

How much choice do consumers really have? Philosopher and neuroscientist Sam Harris argues that we don’t control our choices. As consumers, we are driven to

Read more >
Photo of bird following crumbs. Photo Photo by Dominika Roseclay from Pexels
Uncategorised

10 Reasons staff surveys fail

It’s tempting to use surveys to gauge the temperature of the staff. Here are 10 reasons why it’s not a good idea and 12 better ways to do it.

Read more >
Graph showing high cleanliness and closing skills and low scores for all other measurements.
mystery

Pharmacy Industry – Brand Fingerprints

Brands have a fingerprint, whether the management and board like it or not. Sometimes that fingerprint is not what was strategically intended. Here’s how brands can take back control of the narrative.

Read more >

eVouchers are broken

eVouchers and gifts are broken. They focus on the transaction and not the experience of the giver and recipient.

Read more >
Oscars behind smoke benchmark
Uncategorised

Don’t benchmark, except when….

Don’t stress about industry benchmarks except for when you are measuring against your own strategy. Industry benchmark studies are a dangerous distraction. Here’s why.

Read more >
spider web
Uncategorised

Don’t be the customer’s spider

Humans are afraid of that which is different, like spiders. We love dogs (mammals, but hate spiders). Be like your customers, mirror them and they won’t think you’re a spider.

Read more >