The customer is always right is a customer service attitude which leads to better customer service, but the statement itself is not the truth by any stretch of the imagination. In reality, customers are often wrong, and what they think they want and what they really need are very often not...

There are two bizarre reactions people have when they perceive someone to be either superior or inferior to them: the ‘tall poppy syndrome’ and the ‘underdog mentality’. The underdog mentality is that if you put yourself down, people will have your back and try to lift you up. Tall poppy...

The business world is becoming increasingly transparent due to the rise in social media and review sites such as Trip Advisor for accommodation, Urbanspoon for restaurants, Amazon for books, Rotten Tomatoes for films and so on. Despite what most business owners fear, it’s not actually isolated negative reviews which kill...

In trendwatching.com’s 2012 brief on Flawsome, the authors wrote that people don’t expect brands to be flawless, pointing out that 68% of consumers trust reviews more when they see both good and bad scores, while 30% suspect censorship or faked reviews if there aren’t any negative comments or reviews. Isolated...

The other night I was out buying some last minute groceries for dinner (with everyone else in the neighbourhood by the looks), and while waiting in line I saw these massive bags of Jelly Belly jelly beans marked down to $2.99. Jelly Belly beans aren’t the cheapest candy around, for...