Customer journey designs ignore the customer clock at their peril Unless you’re afflicted by a particular neurosis you probably don’t spend every minute of the day counting down the time to your demise and wondering how you’re going to spend it. Yet time-efficiency and utilisation are beloved of management consultants, personal growth coaches, line managers … Continue reading Whose clock are you on?
It’s a powerful technique, but only under certain conditions Be honest now: if I were to ask you where your customer journey maps are kept, could you – hand on heart – tell me exactly where they are on your company’s intranet? You can? Great! Now, can you tell me the last time they were … Continue reading Why bother with customer journey mapping?
The avid reader of these posts (and whoever you are, you’re keeping a low profile) may have noticed the odd, obscure music reference creeping in to the titles. I think this week I’ve found the most obscure one and you’ll have to read to the end to find out what it is. (Cheap trick, I … Continue reading Shaving is boring? Not when you’re customer-obsessive
Following my earlier post on my experience with BT replacing my WiFi router (all gone well, the new router appears to be an improvement) I came across an interesting article from InnovationBubble on whether a frictionless service means a meaningless service and a less valuable relationship as a result. To avoid wasting money investing in … Continue reading Do you want friction with that? The limits of ‘frictionless’ experience