Ever watch an ad and find yourself thinking, “huh?”, even though you know all of your buddies love it? Or absolutely cracking up at a “genius” marketing campaign only to find the rest of the world up in arms about it?

All...

I’ve had a good look in my crystal ball and when it comes to the evolution of customer experience, I reckon one trend in particular is going to dominate this year: personalization.

But here’s the interesting thing: this isn’t a...

What’s your customer’s trigger question? We all think we know the answer to this one — it’s whatever they typed into Google before they were directed to your site, right?

Well, not so much. You see, the real trigger...

Do any of these sound familiar?

“Consumers demand free shipping these days and it’s killin’ us.”

“Customers today just want a cheap product. In an Amazon world we gotta reduce our prices if we want to compete.”

“How can banks improve their customer experience?”

A few weeks ago a Loyalty Loop subscriber actually asked me that question and they couldn’t have picked a better time to ask. You see, I’m actually looking for a new bank...

Bonobos — the menswear retailer Walmart purchased for $310 million a couple of years ago — isn’t doing too well.

And it’s a real shame because I actually really like their products. They’re stylish, well-made, just...

Walmart are in a sticky situation, after investing $310 million in struggling menswear brand Bonobos. And they really shouldn’t be because this has the potential to be a great brand, making great products.

So where are they going wrong?

...

350 million dollars — not exactly small change, right? 

That’s how much Walmart paid for the Bonobos menswear brand two years ago. So I imagine they’re not exactly super pumped about the fact that the brand is struggling....

You’ve done it! You’ve sealed the deal on a new car. But as you drive away from the car lot you pause. You start to wonder: did you actually get a good deal? Or did the car dealer just take you for a ride?

Next scenario... You’ve...

I’m packing again! You know I travel a lot. And for the last few weeks, I’ve been going through every single airport looking for one special thing.

And guess what? I found it. Finally, in the Seattle airport.

I’m going to show...