Measure the Process You're About to Delete
We got this wrong on a project we are otherwise proud of. The old process is gone, so the before-figure can never be recovered. Here is the week of work that prevents it.
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Why Customer Experience Is Now a Revenue Metric, Not a Service One
For too long, customer experience lived in the service department measured in ticket resolution times and satisfaction scores. The brands pulling ahead in 2026 have moved it somewhere else entirely: into the revenue function.
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One Card, Two Tills: Gift Cards Are an Integration Project, Not a Feature
Gift cards are where an otherwise clean migration discovers it has an integration project attached. Find that out in week two, not week twenty.
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Solve Replenishment Before You Chase New Customers
The standing order is the highest-value, least-contested revenue in specialty retail — and the customer a manual ordering process punished hardest.
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Ask What They Phoned Up About: The Cheapest Research in an Ecommerce Rebuild
The highest-value research question in a replatform is not about the website at all. It is held in the heads of the people who answered the phone.
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Your Order Form Is Costing You $30–80 an Order
Manual order processing is a tax on every transaction. The arithmetic is well documented — and it is almost never on the page where anyone would look for it.
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The Counter Problem: What an Expertise-Led Shop Loses When It Goes Online
When a counter business goes online, the hard part is not the cart. It is that a person was quietly doing eight jobs, and a checkout button replaces one of them.
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Revolutionizing Your Business: A Guide to B2B Marketing Automation
To stay ahead of the curve in the fast-paced world of B2B...
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