Posts Tagged ‘value’
Sustainable Attention
The box office was due to open on Monday morning. The first fans took their place at the front of the line at 3 pm on Sunday. By midnight a hundred had gathered, and at dawn, the line snaked around on itself, as people armed with deck chairs and milk crates, queueing for the one-off…
Read MoreBuzzworthy
On my recent travels in country Victoria, I came across an incredible artisan gluten free bakery miles from nowhere. The owners baked only three types of bread. The bakery sold fresh salad rolls and quality coffee on the premises. As we got chatting about how well they had nailed their story, the owner began to…
Read MoreChanging The Customer Experience Narrative
My husband, who is a doctor has been trialling ways to improve the patient experience at the practice where he works one day a week. There are many things about the experience that are out of his control. He can’t control how the receptionist speaks to the patient on arrival, cut the waiting time or…
Read MoreWhat Are Your Words Designed To Do?
How often have you read website or marketing copy that uses words we’d rarely use in conversation? The real estate agent’s copy describing homes as abodes or residences. The jargon in the consultant’s brochure. The officious tone of the notices in the dentist’s waiting room. We’re often left wondering if the purpose of the language…
Read MoreMore Than
In hard-headed, rational commercial environments where tangible advantages are sought in order to make the books balance, we often overlook the value of our products and services being more than commodities. Everything a customer chooses to exchange time, attention or money for says something about who they are. Purchases are forms of self-expression. What we…
Read MoreChange Making
The story changes the value. The value changes the perception. The perception changes the experience. The experience changes the outcome. The outcome changes the customer. The customer changes the story. Image by Matthias Ripp.
Read MoreThe Power Of Perspective
The brilliant science graduate had a decade of first class education behind her. But the industry she thought she’d been equipping herself to excel in was experiencing a sudden downturn and her hope of finding the work she had trained to do. Her excellent academic record and transferable skills were worthless in the face of…
Read MoreThe Potential Downside Of Maximizing
There’s a great cafe in East Melbourne where you can order half a sandwich. This addition to the menu seems trivial, but it tells us a lot about the values of the cafe owner. He knows that a peckish diner will order the whole sandwich and leave what she doesn’t want. Of course, this would…
Read MoreMaking Your Mark
Making a mark is not something we talk openly about that much, but it’s something we think about a hell of a lot. From the grandmother who hands down her legendary Christmas pudding recipe, to my Uber driver who, despite having held a managerial position with a big retailer for sixteen years, ‘wants to build…
Read MoreHow To Learn From The Customer Journey
Many of the businesses you will frequent today have no idea how you became a customer. What’s worse than not knowing what brought you there is either making an incorrect assumption or not having an interest in your journey at all. It’s easier than ever in an online world to understand where customers come from,…
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