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Molly Shanahan

How to Stop Treating your Customers Like Numbers

As an industry, we know that survey fatigue is real. We know that customers are fed up of lengthy surveys and are craving real engagement with brands. Sadly, the only thing we’re doing is creating...

The top 3 reasons you need to make decisions from a cultural perspective

Posted by Molly Shanahan

“Culture eats strategy for breakfast,” said the highly-regarded management consultant Peter Drucker.

Customer emotion: It's more logical than you might think…

Posted by Molly Shanahan

When you hear the term ‘customer emotion’, it’s easy to turn a blind eye and cast it aside as idealistic or unnecessary. After all, you don’t need to make your customers laugh, cry or shout - you...