#brandcommunication

Articles tagged with #brandcommunication

The Hotel That Gave You a Perfect Room and Forgot You Were Checking Out.
Daniel Kahneman proved in 1993 that the end of an experience governs how it is remembered — regardless of everything that came before it. Brands are investing as though the opposite is true.
Jun 24, 202612 min read
The Map That Was Accurate When It Was Drawn — In 1987.
Why the customer your brand is personalising for — right now, with sophisticated data infrastructure — may not have existed for two years.
Jun 22, 202614 min read
The Fisherman Who Poisoned the Lake to Catch More Fish.
What brands are doing to their own communication channels — collectively, rationally, and without realising it — and why Garrett Hardin predicted this in 1968.
Jun 17, 202612 min read1
The Surgeon Who Performs the Operation and Leaves Before Checking If the Patient Woke Up.
Why AI in customer service keeps closing tickets the customer never felt were resolved — and the documented psychological mechanism explaining exactly why this happens.
Jun 15, 202610 min read2
Imagine You Proposed Marriage Over a Traffic Announcement.
What that has to do with your CPaaS strategy is going to bother you for a while.
Jun 14, 202610 min read14
Nobody Told You Your Credit Score Was Falling. That Is Not How Credit Scores Work.
Your sender reputation is being calculated right now by three separate systems. You cannot see the score. You cannot appeal it. But your revenue already can.
Jun 13, 202614 min read5