In parts one and two of this series, I shared the unforgettable hotel experience that not only soured my stay but also left a lasting dent in my perception of the brand. That moment was a stark ...

Emotion is the driving force in today’s buying process, and sparking the right emotions can attract new leads to your business. Customers tend to make choices based on their feelings toward a product ...

We've all been there: dialling a customer service number with high hopes of speaking to a real person, only to find ourselves trapped in an automated labyrinth. You're shuffled around, stuck on hold ...