Recycle, reuse, remix, repeat – be daringly (un-)original

Albert Einstein is credited – perhaps inaccurately – with the saying ‘The definition of insanity is doing the same thing over and over again, but expecting different results’ and this received wisdom inhibits us, I think, from trying something the same, albeit with a different twist.

When I set up this site I was initially unsure whether Continue reading “Recycle, reuse, remix, repeat – be daringly (un-)original”

My week in CX #2

Unhappy feet

It’s been a good week for my own experiences as a customer covering everything from pubs to running, although not at the same time. Let’s start with the running…

Runner’s needs met?

Lately I’ve been dogged by a pain in my heel, most noticeable when running and I think I can attribute it to some otherwise super-comfortable running shoes I bought from Runnersneed last year. A brief internet search just now – which I normally avoid because of the risk of early-onset hypochondria – reveals Continue reading “My week in CX #2”

Valentine’s Day – not just for cynics

It’s Valentine’s Day, which we all know is the annual effort by the chocolate industry to fill in the gap between Christmas and Easter over-indulgence by buying over-priced confectionery involving heart shapes and red wrapping. Or it’s the flower industry getting a lift before Mothers’ Day. Or it’s the card industry still trying to be relevant in the era of e-cards and… well, you get the drift: it’s a feast day for cynics. Or is it? For the customer experience-obsessive it’s a day of wonder –  Continue reading “Valentine’s Day – not just for cynics”

Frank Zappa, innovation and ridicule

FZ as we knew him

YouTube is a wonderful thing if you like to be distracted by random stuff from people that you like. Whilst rehearsing a choir part from a YouTube track by my local community choir the other night the  suggested videos list threw up a thoroughly cringeworthy appearance by Frank Zappa on the Steve Allen Show on 4 March 1963. Cringeworthy it may be but it illustrates the way genuine innovators can often come up against ridicule when their ideas first appear.

Continue reading “Frank Zappa, innovation and ridicule”