Customer Experience. I think I’m the consumer exception.

Customer Experience. I think I’m the consumer exception.

Let’s be honest, innovation doesn’t interest most companies as much as sales. Companies tend to inspect their future when they’re already seeing a drop in sales because their market moved on without them, or because they are doing really well and need to invest some...
EQ. The last impression of your brand is the thing customers take to market when they buy again.

EQ. The last impression of your brand is the thing customers take to market when they buy again.

Brand value Car sales guys are pretty good at customer service. In my experience, service desks aren’t always. Problem: the last impression your customer has of your brand is the thing they take to market when they buy again. Where have you come across this kind of...
Trends spotted early mean new business. Trends spotted early and ignored, don’t.

Trends spotted early mean new business. Trends spotted early and ignored, don’t.

This is a tale of missed opportunity. It features an emerging trend, an industry struggling to grow and short-term decision making. In March 2017, we picked up chatter about a concept that we thought would interest the insurance industry. We interviewed the UCLA...
Trends in the way we work, part 2. Mastercard almost innovates. But no cigar.

Trends in the way we work, part 2. Mastercard almost innovates. But no cigar.

I just heard a lovely exposition on the ways modern corporate business is wrestling with the recruitment issue. On Reid Hoffman’s Masters of Scale podcast, ironically called Take bigger risks, the show sponsor is Mastercard. The Mastercard Center for...
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