A recent experience with a client in one of their franchised branches stood out for me for one reason. The service felt remarkably consistent. It

In the years since I founded the Consumer Psychology Lab, I have sat with hundreds of leadership teams who are genuinely frustrated. They have invested

Why cheaper automotive brands aren’t the disruptor, but changed customer expectations are. The rise of Chinese and Indian automotive brands in South Africa is no

Small businesses don’t fail because they don’t work hard. They fail, plateau, or stay “small” because they run out of repeatable growth. One of the

2025 brought a new level of intensity to customer experience (CX) and consumer behaviour. In 2025 AI went mainstream, but customers stayed stubbornly human. They

Every small business owner wants happy, satisfied customers. But are those customers coming back? Loyalty is not only the holy grail of a sustainable business,

50% of customers who say they are “satisfied” don’t return’ – understanding the psychology behind customer feedback is key to recovering their loyalty and repeat

In today’s experience economy, customers aren’t just buying products or services, they are buying the experience too. Having the best product in the market does

Going beyond quantitative metrics to qualitative insights in Voice of the Customer programmes In today’s business landscape, post-interaction customer calls and automated surveys have become

Have you ever felt like customers are holding back in interviews? They answer questions, but something tells you they aren’t revealing the full story. That’s