insights

Business woman talks on her phone in a restaurant. As a conference speaker, I have access to some pretty accurate barometers on the perceived importance of the customer experience. I know that it’s a more popular conference theme than it was five years ago.  ‘Customer...

Think the roads in your town are bad? Just wait till you see the streets of Panama City, Panama. Despite the fact that the city has experienced a huge amount of growth in the past few years and is developing at a breakneck pace, many of its older roadways have been...

I visit my local Officeworks a few times a week on average. I've been known to spend hours in-store and sometimes lose my mind (and all sense of original shopping purpose) in that store. Officeworks is, for a small business owner, the equivalent of Bunnings for a...

I recently purchased a new knife. Not just any knife — an authentic Japanese Chef’s knife. Hand-made in Japan, it's constructed with over 44 carefully folded layers of steel. But I didn’t buy this knife. It was sold to me. In fact truth be told, I didn’t need this...

My team and I have recently launched a review program for retail businesses. It involves analysing the business across 18 areas, with mystery shopping, an internal review and a full analysis of their marketing materials. We then present the findings in an interactive...