Thoughts

Our everyday thoughts are presented here
Case studies, video presentations and photo-shootings below.

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  • From touchpoints to journeys: seeing the world as customers do.

    Today I read a brilliant article by McKinsey & Company on the pitfalls of how we measure customer satisfaction through touchpoints, and why our current methods of measurement are missing the bigger picture, giving us only one side of the story about how customers actually interact with our businesses and their motivations for doing so. When…

  • A big day for small business, what could last night’s Federal Budget mean for you?

    Last night’s Federal Budget has been labeled many things, but overall it’s been called a bit dull for its lack of strength and its reliance on growth in fighting the deficit and national debt. As they say, with every Federal Budget there are winners and losers and this year’s winners are undoubtedly small businesses and…

  • Ask a simple question, get a shocking answer!

    Who spends more time outside, a child, or a maximum security prisoner? With Persil, a Unilever laundry cleaning brand, we find out. Persil is using the shocking statistic that children are now spending less than an hour outside each day, which is less than a prisoner gets. They’ve turned this into a valuable and saleable…