FACE YOUR FEARS: HOW YOUR BUSINESS WILL SURVIVE DISRUPTION
I am going to tell you two stories in this blog, two stories that perfectly explain how a business might survive the coming disruption. It is the nature of the universe that things grow and die, and so by default, if your business is not embracing change, growing and preparing for development, it is dying. […]
THINGS YOUR BRAND CAN LEARN FROM EASTER
Easter is a funny clash of traditions and cultures. At its core is a Christian religious festival celebrating the death and resurrection of Christ, but somehow that has now collided with the mystical Easter Bunny, a fluffy confectioner intent on driving up childhood diabetes. As a child, I remember trying (with no great success) to […]
STORYTELLING: DOES YOUR BRAND EVEN EXIST?
The human brain is a fascinating piece of bio-engineering. In fact, Woody Allen famously quipped that of his entire body, his brain was his 2nd most favourite organ! Your brain continues to grow during early childhood, passing through various stages of development. One of the most interesting is known as ‘Object Permanence’, the stage where […]
POWER TO THE PEOPLE: PEER-TO-PEER AND CUSTOMER EXPERIENCE
While there was varied reporting and alternative facts relating to the numbers in attendance at President Trump’s inauguration, the pictures from EarthCam (taken at 12:15 during the inauguration and as the Women’s march was about to start the following day, taken at the same time) show an interesting ‘fact’. While there are still many people […]
THE HEALTHCARE CUSTOMER EXPERIENCE: RAGE AGAINST THE MACHINE
“Killing in the Name Of” was a song released by rap/metal rock band Rage Against the Machine in 1992. Written about revolution against institutional racism and police brutality, it fast became the soundtrack to many teens angry, hormonal, anti-establishment years. This was helped by its distinctive guitar riffs and no doubt by the famous end-of-song […]
THE PEER-TO-PEER ECHO CHAMBER: BLINDSIDED BY YOUR OWN OPINIONS
There is no such thing as truth, only your perception. What one person believes to be true, to be real, is another person’s illusion. An opinion or perception that to us is clearly Black is someone else’s White. Today we celebrate social and cultural diversity in many forms, but there is something fascinating happening on […]
TREXIT AND THE POWER OF THE PEER NETWORK
Today Donald Trump is named president elect. For the second time in 2016 the world has been sideswiped by an election result. What should have been a relatively obvious outcome has been upended by the people that matter, the consumer. The system thinks it knows best, but the user is not so sure. With Brexit, […]
ORCHESTRATED FRICTION: STOP TREATING YOUR CUSTOMERS LIKE CIRCUS ANIMALS
Thankfully most modern societies no longer tolerate animal cruelty in the guise of entertainment. The problem is many brands and business still expect their customers to jump through similar hoops. Circus animals perform their ‘tricks’ because they are given no other option. Their handlers poke and prod them until they jump through the hoop or […]
DOES THIS HURT? CREATING FRICTIONLESS CUSTOMER EXPERIENCE
‘Does this hurt? No. How about here? No. Here? OUCH YES.’ We have all been there. The doctor poking you with 2 rigid fingers until your yelp of pain tells them they’ve found the problem. Despite all our technological and biomedical advances, their best tool is still systematically poking you about in the abdomen until […]
4 PILLARS YOUR CUSTOMER EXPERIENCE NEEDS
Today it is hard to ignore Customer Experience. Every organisation acknowledges that good CX is core to their success in today’s economy, and yet few are able to deliver truly differentiating CX strategies. I am often asked by organisations as to what key attributes they should focus on when it comes to succeeding with the […]