6 mins

The thing is with… Customer Experience

Now – The Customer is always right. I’m not talking about a diner insisting he didn’t order the clam chowder. Or justifying some archaic customer service mantra. I’m referring to the fact that nowadays, consumers are empowered and making their own decisions – right or wrong – about what they want and how they want ...

3 mins

The thing is with… Brand Relevance

Last week Google became the world’s most valuable brand. 16 years ago, it wasn’t even incorporated. Turns out the average lifespan of a company listed on the S&P 500 today is now also just 16 years – having decreased by more than 50 years since the 1920s. The pace of change is accelerating, disrupters can ...