Whose clock are you on?

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?

Do you want friction with that? The limits of ‘frictionless’ experience

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