Listening to the Voice of the Customer – are we asking the right questions with Net Promotor Score/ what are we really measuring?   I wanted to… Read more “N P S”

  I’ve talked about my love of package innovation before, and I might be a bit presumptuous in assuming that everyone else feels the same way but… Read more “P A C K A G I N G”

  I’ve had my fair fill of nostalgia over this past week, and I was amazed at the comfort it brings.  That familiarity is a little difficult… Read more “N O S T A L G I A”

Retailers as Community Hubs As bricks and mortar retailers strive to maintain relevance, I’m today reminded of their importance as hubs of the community.   Years ago,… Read more “R E T A I L E R S”

Customer Experience and User Experience. What makes a good experience for a customer?  Is it ease to transact, speed, intuitive process, comfort, innovation?   The truth is… Read more “U S E R & C U S T O M E R”