A NEW ROI MODEL FOR CUSTOMER EXPERIENCE: THE DESIRE TO INVEST
Leandro Brandão is a Brazilian paediatrician who truly understands the nature of the customer relationship. Hospitals and surgeries are scary places for us all, but even more so for children. While the clinical care his patients receive is essential (the product), the actual environment and processes can be terrifying, for both parents and child. Dr. […]
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 […]
AI’S IMPACT ON CX: FROM TRUST TO COMPANIONSHIP. GET READY FOR MACHINE LOVE
Artificial Intelligence is unlikely to become sentient and take over the world, but it may very well take over consumer decision making. AI will likely have one of the biggest impacts on how we as consumers make our purchasing decisions, and the change will happen fast. The Reality of Consumer Irrationality My 17-year-old son is […]
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 […]
A CX SCROOGE CHRISTMAS. WHY CONSUMER CONNECTIONS ARE LIKE A CHRISTMAS PUPPY
Nobody wants to be Ebenezer Scrooge. No one wants to be seen as the grumpy old man in the black cloak and hat, devoid of joy. So why is it that many businesses treat their customers that way? The Paramount Value of Customer Connection I am often asked, of all the values of the modern […]
A BREATH OF FRESH AIR (ARTIFICIAL INTELLIGENCE RETAIL): A CX PERSPECTIVE
In 1996, as a young post-graduate student, I remember once trying this new thing called ‘a Yahoo search engine’ to try and find information related to an essay I was to write (using technology to try and get out of doing any actual work is not a new student behaviour). It was a clunky, slow, […]
STOP ASKING YOUR CUSTOMERS WHAT THEY THINK: CX MEETS QUANTUM PHYSICS
Steve Jobs once famously said that ‘people don’t know what they want until you show it to them.’ He wasn’t a huge fan of consumer research, feeling it was historical and only ever capable of measuring what was already known, the status quo. He was interested in the future, not the past. The fundamentals of […]
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 […]