The attraction and retention of customers today is a science, particularly in the online environment. Like it or not, complex algorithms track our every purchase, and potential upsells or other items- even by other retailers- are carefully curated and presented for our consumption. Whatever the cause, the rise of online consumerism has a blind spot, and a big one: When we interact in real-life with other humans as part of a transaction for those good or services, we humans become awfully unpredictable as consumers- because relationships matter in business. (Airport Business Magazine, April 2019)

Download the article (PDF)