THE JOY OF CUSTOMER EXPERIENCE: MEANING AND CONNECTION

We have all fallen victim to FOMO, that fear that we are missing out on something important. Marketing executives have used it for years, fear being a powerful motivator. The ‘only 2 seats left at this price’ pop-up as you search your airfare, the ‘last few tickets remaining’ notification – all designed to stimulate your […]

THE BLUE DOT CONSUMER: CUSTOMER EXPERIENCE REDEFINED

For over 10 years, I have been using the Blue Dot Consumer metaphor with global audiences. I am yet to find a better metaphor or teaching tool that better demonstrates the need to place the customer at the centre of the business, while also exploring the values of the modern consumer. The metaphor goes as […]

MAKE YOUR CUSTOMERS FEEL GOOD: THE GIFT OF BLUE MONDAY

This week sees every travel company (and the media) talk about ‘Blue Monday.’ The story goes that based on a ‘scientific formula’, the third Monday of January is the most depressing day of the year for us all (and by the same analysis, around 21-23rd June is the least depressing – only another 150+ days […]

BLACK FRIDAY: 5 THINGS DRIVING THE RETAIL EXPERIENCE

This Thursday is Thanksgiving, a day where we cherish the time spent with family as a reminder of why you moved very far away from them.  We will roast a large bird and put marshmallows in our potatoes all to celebrate and give thanks for what we have. And then somewhat ironically, 140m Americans will […]

BRAND AUTHENTICITY: BARBIE, KEN, & TAYLOR PART III

Authenticity is all about being true to your own values and spirit, being real, genuine, regardless of the pressures you may face to act otherwise. It is a characteristic that many philosophers and psychotherapists explore, the authentic self, the quest to know oneself and to live your life from that intrinsic place (whoa… that got […]

A CX MASTERCLASS COURTESY OF TAYLOR SWIFT. PART II: TAYLORGATING

As Taylor Swift’s ERAS tour continues to break records and ticket availability reaches Willy Wonka Golden Ticket fervour, there are significant learnings and understandings to be gained for brands to connect with their modern consumer. As PART I of this series on Era Tour Swiftonomics stated, she has created an enviable demand for her product, one […]

A TAYLOR SWIFT TRIBAL BRANDING MASTERCLASS: YOU’RE THE PROBLEM

Taylor Swift-Branding masterclass

Exactly a year ago I published a blog about consumer collaboration and the shift From Passive to Active consumerism (if you had better things to do that day, firstly how dare you, but secondly may I suggest you catch up and have a read). Thinking you are a separate entity from the whole is a […]

THE 3 GHOSTS OF CHRISTMAS CX: WHAT DOES THE FUTURE HOLD?

christmas customer experience

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

4 dimension future 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. […]