I’ve been thinking a lot about simplicity lately, partly because simplification is a major outcome of knitting fog and partly because I am starting to feel a bit overwhelmed by articles with titles like ‘N top tips to improve your Customer Experience’ or similar where N is usually an odd number between 5 and 25 . If I add together the various Ns I have too many rules, tips and hints to keep in my head at once so, as an antidote to tip overload (the tipping point?) I have identified the one essential rule you must adhere to when defining – and implementing – customer strategy.
Is there a recipe for transformation? Can a business genuinely transform itself to be customer-led? How do you get started? I attended a breakfast discussion on the topic of transformation with a group of fellow Comotion associates recently and whilst these questions are straightforward, some of the answers challenge accepted wisdom on strategy and transformation. Continue reading “Transforming to a customer-led business: a potential model”
In a week that has been dominated by the attack on Westminster Bridge and the Houses of Parliament on Wednesday I, like the vast majority of Londoners, have just carried on with what I need to do. This week has involved monkeying around with surveys, talking about agility and generally getting distracted. Continue reading “My week in CX #7”
Designing and implementing a new operating model is one of the biggest challenges an organisation can undertake, and increasing pressures and strategic priorities mean that results need to be achieved in a shorter and shorter timescale. Do the agile approaches that have arisen over the last few years – mainly in the development of digital products and services – provide a way of meeting these demands and creating organisations fit for the future? Or does the slow and steady ‘classic OD’ approach provide a more lasting solution that fits with larger organisations’ ways of working.
What does Gothic fiction have to do with customer experience? Not something I’ve thought about until recently but the parallels are interesting.
When I’m working from home I like to have BBC Radio 3’s Essential Classics and on Tuesday’s broadcast studio guest Sarah Perry, author of much-lauded novel The Essex Serpent Continue reading “Experience Design: Almost Gothic?”
There’s quite a bit in this week’s cavalcade of customer fun that relates to healthcare and queuing so it seems entirely appropriate to dust off a jazz-rock-fusion classic from my vinyl collection for this week’s photo. Meanwhile, some of the recent sagas come to a close (and some don’t) and everybody seems to want my feedback.
It’s still, just about, the beginning of 2017 and definitely time – if you haven’t already done so – to set some objectives for the year. Set them already? Done your tax return? All set for February’s challenges? Good for you – this post might not be for you, however if you still have a nagging sense of self-doubt after all that efficiency, read on…
You can’t talk about customer service for long without queues coming to mind. There’s been a lot of coverage recently about queues in relation to the UK’s border controls fiasco at Heathrow Airport and the rather grumbling response to all this has rather missed the point – queuing is not always a bad thing and, moreover, it’s an opportunity to demonstrate great customer service.
Most organisations suffer from a wariness of creativity stemming from the myths that I outlined last week. As a consequence, organisations typically don’t set out in an intentional and systematic way to build and maintain their creativity – and this is a wasted opportunity.
This fear of creativity Continue reading “Business innovation 3) Innovation and creativity – part 2: practicalities”