Recent years have seen the balance of power shift rapidly away from organisations and to the individual, writes Michael McQueen.
There is no faster way to kill the customer experience than with overcomplication and confusion, writes Michael McQueen.
Show up. Share your story. Share your message. Do that really uncomfortable thing that your soul is urging your to do.
Advertising campaigns attempting that use self-deprecating humour are successful in today’s cultural climate.
In the business world, few things set an individual or organisation apart more than sincere, unhurried and attentive care.
It’s good practice for organisations to worry less about what their customers think, and pay much closer attention to how they feel.