SILENT SCARS: UNDERSTANDING CUSTOMER POST-PANDEMIC PTSD
Three years ago, our world fundamentally changed. As individuals, and as a collective society, we spent the best part of two+ years dealing with a significant trauma event. Last week, the WHO Emergency Health Committee officially downgraded Covid-19 from its Global Emergency Status, thereby signalling the official end of the pandemic. And while the event […]
THE 3 GHOSTS OF CHRISTMAS CX: WHAT DOES THE FUTURE HOLD?
It’s that time of year. Well in fact it’s been that time of year since November really, hasn’t it? The Christmas ads invade our TVs and social media feeds. Every year we wait. We wait for the emotional tear-jerker campaigns to drop, to pull at the heartstrings, to give us that warm fuzzy feeling of […]
CUSTOMER INTIMACY: 6 WAYS TO ATTAIN A DEEPER CUSTOMER CONNECTION
When you hear the word ‘intimacy’, what is the first image that comes into your head? Think about it. Intimacy. Close your eyes. What comes to mind? For some it will be intertwined candlelit naked bodies (see, I am inside your head!), for others maybe a head resting on someone’s shoulder at sunset. But most […]
THE 4TH DIMENSION: THE NEXT FRONTIER OF CUSTOMER EXPERIENCE
In terms of Customer Experience and eCommerce strategy we could, and should, be doing a lot better. We seem partially stuck in old ways, many businesses only slowly adapting to new consumer demands and eCommerce potential, or indeed requiring events like a global pandemic to be forced into a future we already knew had arrived. […]
HARNESSING THE POWER OF THE NETWORK. THE POWER OF PEER-TO-PEER
For many years we have been talking about the power of the network. As social media has expanded, both the Speed, Reach and Power of peer networks have grown. But most brands and business still fail to harness the power of either User-Generated Content or leverage the peer-to-peer conversation favourably. More worryingly, most do not […]
MASTERING THE METAVERSE: WHY CONSUMERS ARE READY
It is one of the most frequent questions I get asked these days. What about the Metaverse? Is it just all noise or should we be stepping into the space as brands? What will it mean for the Customer Experience? Are consumers ready or is it just Zuckerberg trying to run away from reality (and […]
FROM PASSIVE TO ACTIVE: WHAT TIKTOK TEACHES US ABOUT COLLABORATION
”We put the customer at the centre of our business”. This is quite possibly the most overused and underdelivered corporate phrase about. What it usually means is that a business needs to ensure they listen to what their customers want, in case it turns out not to be them. For most businesses the customer is […]
ESCAPING THE INNOVATION SLUDGE: CATALYZING PERSONAL CREATIVITY AND INNOVATION
When I was about 6 years old, I was exploring local woods with my older sister (she was 3 years older than me then… amazingly she still is … I always thought I’d eventually catch up…). We were about a 10-minute walk from our home, unsupervised. Well, it was the early 1980s, different times and […]
LOVE IS A VERB PART III: SPEAK THEIR LANGUAGE. THE 5 LOVE LANGUAGES
In the last two articles, I have spent time detailing 10 healthy attributes of personal relationships and suggesting we map them on to our customer journey. As digital transactions often dominate initial interactions, we have to get better at ensuring we build relationships across all touch points of the customer experience, be they physical or […]
LOVE IS A VERB PART II: CUSTOMER EXPERIENCE & RELATIONSHIP
Welcome back. If you somehow have arrived here having skipped over reading Part One of this series, you can revisit and catch up (or just watch the You Tube video if reading one article is enough for today). This ‘Love is a Verb’ series continues to look at the nature of relationship, regardless of whether that is […]