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 […]

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 […]

FROM PASSIVE TO ACTIVE: WHAT TIKTOK TEACHES US ABOUT COLLABORATION

what tiptok can teach about collaboration on consumerism

”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

walking on mud, Ken Hughes talks about the innovation sludge and the secret for personal creativity

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 […]

I KNOW WHAT YOU NEED THIS SUMMER: 5 THINGS YOUR CUSTOMER’S CRAVE

As we face into the summer of 2021, the Big Take Back summer, we are in a very different psychological and social space than previously experienced, as is your customer. Last summer we had just come out the other side of the initial pandemic exposure, vaccines were still unavailable, and other more transmissible variants were […]

THE PSYCHOLOGY OF SURVIVAL: THE NEED FOR RESILIENCE

On the 19th of September 2017, I arrived in the early hours of the morning to Mexico City, due to perform the next day at an EXMA marketing conference. Around noon I left my room on the 12th floor of the Hilton hotel to find a local café for some lunch, returning an hour later.  […]

THE BIG TAKE BACK: PART II – CONSUMER DESPAIR, DESIRE & DEMAND

You’ve all heard of the dreaded wall. Not Trump’s one, nor the one that Jon Snow kept peering off (was I the only one that was wishing he’d just fall off at some point – God he was a morose Game of Thrones character). I’m talking about the metaphorical ‘wall’ marathon runners hit around the […]

5 THINGS YOUR BUSINESS CAN LEARN FROM MAKING PANCAKES

Today is Shrove Tuesday, better known as Pancake Tuesday. It is a strange ritual and celebration, seemingly confined to commonwealth countries, which will culminate in millions of pancakes being made, flipped, dropped and eaten (even the dropped ones!). It is an odd day. Every year it falls on a different date as it always precedes […]