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  • Silent customers are bad for business
  • Silent customers are bad for business
    My name's Axel (2007) ©

Silent customers are bad for business

When you see an angry customer in a store yelling at an employee, you know it’s not good for business. But new research suggests that brands should actually be keeping an eye out for those who don't say a word – in the long run, their anger is likely to be far more damaging.



  • Article image Is there an art to pissing people off?

    According to the world of online dating, coming across as an arse to some can make others love you more. If having haters makes those who like you like you all the more, does the same psychology apply to our relationships with brands? And does it actually pay for a brand to rub part of its audience up the wrong way?

  • Article image Who really trusts an online review?

    With over 61% of people reading online reviews before making a purchase decision, it’s even more important than ever to separate the good ones from the bad. But with peer reviews and professional write-ups often having contrasting opinions, who should we trust – and why?

  • Article image Shop Elsewhere: retail referrals in Hong Kong

    How do you beat skyrocketing retail rent alongside competition from established brands? For emerging designers, a Hong-Kong based app that encourages people to shop around may hold the key.

  • Article image iBeacon: a shining light for retail?

    Some argue that iBeacon has the potential to completely change the way we interact with our surroundings – and others claim it could change the world forever. But what makes it so special?