Trends
Are we being swerved?
In the rush to pin the butterfly of ‘experience’, are over-complex strategy creating their own problems, rather than helping deliver better customer services? It’s my contention that over-complicated ‘road maps’ of...
Trends
The New 'Storytailers’
The New ’Storytailers’ Why there’s a bright future for car dealerships: with a little less ‘e’ and a lot more ‘experience’. The entire point of a retail store should be to surprise us with experiences we can’t get from our...