In our embittered times, we all need a hug, or at least acknowledgement that we exist. Why the customer experience needs more of the ‘human touch’. First of all - I didn't coin the term 'Grunts'. The person who did and his kind are the reason retail is a poor experience and here's why. This country was founded on Grunts. Infantrymen in two world wars meant we didn’t have to goose step to school. Why? Because the Grunts were incentivised to protect our freedom. They got th
