Ideas & Insights For Better Customer Experience

  • Revealing The Archetype Of A Teenage YouTube User

    Revealing The Archetype Of A Teenage YouTube User

    The jury’s out – YouTube dominates as the most widely used social media platform among American teens, according to the latest survey conducted by the Pew Research Center. 93% of the teens surveyed say they use YouTube, making other platforms including TikTok (63%), Snapchat (60%), Instagram (59%) and (aging giant) Facebook (33%), seem almost niche…

  • IDEO Layoffs: Is This The End For Design Thinking?

    IDEO Layoffs: Is This The End For Design Thinking?

    In the thick of a global reshuffle, global design consulting behemoth IDEO, renowned for its pioneering work in Design Thinking, faces drastic changes. With layoffs and office closures in the horizon, many cannot help but wonder: Is this the beginning of the end for Design Thinking? Layoffs And Restructuring Back in December 2020, IDEO saw a…

  • Learnings From Zara: What Happens When Consumer Values Don’t Align

    Learnings From Zara: What Happens When Consumer Values Don’t Align

    It’s become vital for brands to align their values and marketing strategies with customer expectations. More so now than ever, consumers’ voices are amplified through the use of social media. A negative comment on X (formerly Twitter) can quickly garner widespread attention; a viral TikTok video on a product can lead to a surge in…

  • What Is The Jobs To Be Done Method (+How To Use It)

    What Is The Jobs To Be Done Method (+How To Use It)

    The Jobs To Be Done (JTBD) framework represents a unique approach to understanding customer needs and behaviours. Unlike traditional approaches that primarily focus on demographics, JTBD delves deeper into the actual objectives and motivations of customers, providing a more holistic view of what drives their decisions. This method is particularly effective in fostering innovation and…

  • Private Threads: The Evolution Of Customer Service To Direct Messaging

    Private Threads: The Evolution Of Customer Service To Direct Messaging

    Direct messages (DMs) are becoming the new front line of customer service. Recent data from HubSpot Blog Research has put a spotlight on a compelling trend: a 4% increase in customers turning to DMs for service inquiries in just one year. In 2022, 15% of social media users sent a direct message for customer service,…

  • The Practical Magic Of Buy Now Pay Later

    The Practical Magic Of Buy Now Pay Later

    It’s official: Buy Now Pay Later (BNPL) is not just having a moment—it’s having a full-on movement. The latest figures from Adobe show that on Cyber Monday (27 November 2023), BNPL didn’t just climb—it soared from $356 million in 2021 to a staggering $940 million in 2023. BNPL usage reached records level on Cyber Monday,…

  • Lessons From Luxury Brands: From Shoppers To Loyal Advocates

    Lessons From Luxury Brands: From Shoppers To Loyal Advocates

    Luxury brands are raking in millions of dollars every year. The relationship between luxury brands and their customers stems from a deep understanding and trust. These customers seek more than just a high quality product or service; they desire an extraordinary experience. They want to be wowed, feel excited and be valued, and that makes…

  • What Are Customer Personas? (+Why You’d Need One)

    What Are Customer Personas? (+Why You’d Need One)

    Customer personas, sometimes known as buyer personas, are a semi-fictional character that represents your ideal customer. Think of it as your ideal customer’s avatar. It’s not a real individual, but rather a blend of characteristics, needs, motivations, and behavioural patterns of your target audience. By crafting a detailed customer persona, businesses can visualise their customers.…

  • What You Need To Know To Run A Customer Persona Co-Creation Workshop

    What You Need To Know To Run A Customer Persona Co-Creation Workshop

    It’s essential to get a clear picture of your customers, and who better to help in a customer persona co-creation workshop than those who interact with them daily? A diverse mix of participants from different departments can offer a broad view. Bringing prior knowledge or research on your target groups to the table is a…


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