Posts Tagged ‘customer experience’
The Role Of Rules
Doing what’s accepted or expected isn’t necessarily the right thing to do. It’s worth checking if the rules we hold dear, and fast to are helping the people we serve.
Read MoreWho Do You Want To Be To Whom?
The key question for all of us, no matter what business we’re in, is who do we want to be to whom? When we lose sight of who we’re in business to serve, and why we lose more than our competitive advantage. We lose the heart and soul of our business.
Read MoreWhat’s Your Promise To Your Customers?
There are a thousand ways to stand out with a better story. And you get to pick one.
Read MoreThe Value Conversation
What’s the value conversation your customer is having?
Read MoreRethinking Customer Loyalty
What if instead of only measuring, rewarding and expecting loyalty, we started measuring how we demonstrate it?
Read MoreEverything Speaks
The fundamentals don’t garner loyalty. Customers want an experience. People don’t just buy what we serve—they buy how it makes them feel.
Read MoreTry Anyway
Texas head teacher, Belinda George, doesn’t have access to more resources than her colleagues. So how does she change her students’ lives for the better? Instead of focusing on the things she and her team can’t control, like educational policy and budgets, she concentrates on the things she can influence. Ms George is then free…
Read MoreEveryone Speaks
If you search ‘best breakfast in Hobart’ on Trip Advisor, you’ll find a tiny, backstreet cafe in the number one spot. This cafe opens for six hours each day, only seats a dozen people and has a queue of eager diners waiting outside before it opens. It’s the kind of place the people who visit…
Read MoreBuild A Trust Engine
In the golden age of the advertising businesses of all sizes relied on ads to promote and sell their products. Giant corporations reached us via TV and whole page newspaper ads. Small businesses got our attention by placing small ads in the local newspaper. In the past advertising allowed average products to gain traction. Now…
Read MoreWhat’s At Stake For Your Customer?
We often use customer insights to inform product and service development. Throughout the process, our goal is always to empathise with the customer. But sometimes the language we use stops us from achieving that goal. For example, it’s harder to imagine a particular person with a problem by making a list of customer ‘pain points’,…
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