This is Part I — the DONT’s — of my series of delivering heartful customer experiences. We have all been raving about empathy in customer experience. But all talks are empty without actions. We also need #MISSION! IHG Hotels & Resorts (IHG) has consistently shown empathy to their #customers, sometimes…

My five tips… The market research industry has been consistently criticised by research users, including clients, for producing no insights. I have tried to get to the root of the problems here, here, here, here and here. …

Hong Kong’s quick-buck mindset is the reason why we are losing vibrancy. Almost everything in Hong Kong is of half-baked effort — putting things offline online in digital marketing, using a brick-and-mortar mindset in e-commerce, etc. …

The rush to advocating a “human-centred” approach, rather than consumer-oriented, is yet another hype that people follow without much thinking of whether it should be followed. The “human-centred” approach that looks at consumers as total humans, rather than consumers only, is likely driven by the recent “hype” in design thinking…

These are my random thoughts on the futuring approach. I will keep updating this article as more ideas come. Futuring is the systematic process of imagining different possible future outcomes — good and bad — and planning for them. Futuring is not forecasting as we are not trying to predict…

The rush to advocating a “human-centred” approach, rather than consumer-oriented, is likely driven by the recent “hype” in design thinking. It’s a hype because I can foresee people jumping on another bandwagon when it emerges. Why? Because, just like the “hypes” around data analytics or behavioural science, people who are…

The market research industry has been consistently criticised by research users from different walks of lives, including clients, for producing no insights. I have tried to get to the root of the problems here, here, here, here and here. But to criticise without offering constructive suggestions is irresponsible and arrogant…

The market research industry has been criticised by clients and research users, whether current or lapsed, for producing no insights. We should answer our challengers with reflectiveness, not defensiveness. In February 2021, ESOMAR, an authoritative market research industry association, issued a strongly-worded statement condemning Dominic Cummings, the former advisor to…

Update on 12 Nov. 2021: The co-founder of Linkedin, Reid Hoffman, has written an article about the importance of philosophy for the tech industry. I hope an authority voice like him will be enough proof that we will need an open mind to succeed in life! This Instagram comment says…