You Waited 15 Minutes for a Taxi. Now Seven Feels Rude

We return to consumer behaviouralist and CX expert Ken Hughes, first featured in episode 92, to revisit the moment that transformed how he believes brands should approach the customer. Ken explains how he spent the early part of his speaking career delivering stock, product first keynotes before realising that audiences and clients were focused on their own business challenges, not his rehearsed narrative. He introduces his blue dot consumer idea and shows how it reshapes everything, hi...