The dark side of reward and recognition

This week was a big one in our household. Aside from the usual¬†packing lunches, hostage negotiations over what the kids have for breakfast, and slamming down a travel mug of lukewarm coffee and soggy toast stuck on the freeway, we¬†had the school carols event and awards ceremony for our two girls Tamika (9) and Amele[…]

The difference between Customer Segments & Target Markets

Hi Everyone! Given the work I am currently doing on Customer Experience, I wanted to share some thoughts on the two concepts in a bid to demystify them and add some clarity into how to use segmentation to harness the true potential in an organisation. Customer segmentation is the clustering of customers used to organise[…]