WHAT TAYLOR SWIFT CAN TEACH YOUR BRAND PART I: SWIFTONOMICS
As any regular reader knows, Taylor Swift is my guilty pleasure. I admire her as a performer, a songwriter, director and entrepreneur. But as much as my inner Swiftie delights at the current success of her sold out ERAS tour, there is something more interesting afoot from a branding perspective. Ask yourself the question how […]
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 […]
ROBOT WARS & CX: WHEN AUTOMATION GOES VERY WRONG
One of my favourite childhood toys was a motorised robot that walked, spun, made space-aged sounds and shot plastic rockets. It was the 1980s so there were no fancy remote-control elements. Just big chunky batteries, flashing lights, whirring motors and hours of imaginative play. Many of my other toys met their gruesome end courtesy of […]
5 THINGS YOUR BUSINESS COULD LEARN TODAY FROM LOVE
Today is St. Valentine’s Day, the day on which many around the world celebrate their love for one another by buying cheap cards, garage forecourt flowers and all single people drink a lot of gin. I love gin. St. Valentine himself was a Roman priest who lived around the 3rd century. Apparently, he annoyed the emperor […]
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. […]
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 […]
LOVE IS A VERB PART ONE: 5 THINGS YOU NEED FOR A CUSTOMER RELATIONSHIP
Coming out of the pandemic, there are key aspects to all of our relationships we value more than we did 18-months ago – connection, authenticity, honesty, transparency and vulnerability to name a few. Relationship with self, our partners, family and friends were all put under new pressures, and as we emerge into this post-pandemic reality, […]