SWIPE RIGHT FOR RELEVANCE: WHAT TINDER CAN TEACH YOUR BUSINESS
When I grew up, dating was very different. ‘Swiping Right’ was most likely a drunken punch outside a nightclub. Dating started when your eyes met across a crowded bar. You had another few beers and they looked even better then. But disruption and efficiency is applied to everything today, and dating is no different. Why […]
BEYOND CUSTOMER EXPECTATIONS: THE 5 LAYERS OF PRODUCT
Anyone who studied Strategic Management or Strategic Marketing in university, or during their MBA, might remember many of the big blue bricks that were the Kotler text books. Philip Kotler, the strategic marketing guru, was a very clever man, but he wrote textbooks that must have required 10% of the Amazon jungle to be felled […]
THE JOY OF CX
My last blog posting was about human connection (the evolution of connection and the subsequent step-changes in consumerism and commerce > read here if you feel left out). It focused on the impact of technology on human connection and commerce and outlined how AI heralded our arrival at Connection 3.0, Absolute Connection. Here I want […]
CONNECTION 3.0: ABSOLUTE CONNECTIONS
As humans, all that matters are the connections we have with others. It is buried deep in our subconscious instinct. Stay connected with the tribe, don’t be separated from the herd. Our connections with friends, family, colleagues and loved ones ultimately define our lives. Those who feel they cannot go on often talk about losing […]
RETAIL’S FANTASTICAL TRANSFORMATION
Everywhere you turn, commentators are talking about the Retail Apocalypse. Store closures, malls shutting down, another retail business filing for Chapter 11 protection. It seems bleak, but it is no apocalypse. It makes for good headlines, good debate. Who doesn’t like a good dose of doom and gloom? But retail is not dead or dying, […]
WHAT ST. PATRICK CAN TEACH YOUR BUSINESS
SHAMROCKS, SNAKES AND SHOPPERS: WHAT ST. PATRICK CAN TEACH YOUR BUSINESS March 17th is St. Patricks Day. A day when the Irish all over the world celebrate, and the rest of the world join in. Few other cultures can boast the reach of the Irish. For such a small country, both geographically and in population, you […]
5 THINGS ABOUT CUSTOMER EXPERIENCE YOUR SKI INSTRUCTOR CAN TEACH YOU
I have recently returned from 3 days of throwing myself down the French Alps at speed. In my head I looked like James Bond for most of this time. In reality I probably looked more like Mr. Bean. But you know what they say, perception is reality. Aside from aching muscles and sun/wind cracked lips, […]
BRING YOUR CUSTOMER EXPERIENCE TO LIFE: A CONNECTED CHRISTMAS
Nokia got a lot of things wrong. While at the press conference announcing the acquisition of the company to Microsoft, the CEO held his head in his hands and cried that ‘they had done nothing wrong but somehow had lost’. The fact that what was once the leading brand in mobile telephony no longer exists […]
HOW TO OPTIMISE YOUR CUSTOMER EXPERIENCE WITH A GOLDFISH
Richard Branson is a man who has built his business empire around the customer experience. Regardless of whether it is on board a Virgin plane, using Virgin Fitness or Virgin Media, he has always believed in putting CX and empowered employees at the centre of everything he does. His favourite CX story is a simple one. […]
SPEAKING 2014
2014 was a crazy year for me on the speaker circuit. You know you are travelling too much when you are on first name terms with the security personnel at the airport. Or when you have no idea what country you are in when you wake up and have to check your travel documents for […]