We tend to think of plans as precise specifications like compositions, but writing for jazz musicians is a better analogy I specialise in creating robust, implementable strategies and plans for organisations going through times of change. Somewhere along the line a plan gets delivered, whether it’s me writing it or my clients, but I think … Continue reading Why business planning is like jazz
Instead, you’ll have committed fans who’ll go the extra mile for you Here’s a heart-warming story from my recent holiday – and I promise it’s the last for now – that has a lesson for organisations who are serious about genuine and deep customer relationships. Thursday afternoon in Tuscany – another beautiful day is unfolding … Continue reading Build a community and you won’t need customers
There's only so much pizza a man can take in the interests of customer experience and so this week my Pizza Express odyssey comes to a (satisfactory) conclusion. In other news, my local arts centre makes me yearn for a bit of NPS and decide to call time on the weekly reports. A pizza my … Continue reading My week in CX #10
In which this runner's customer journey comes to a standstill, a national institution gets quite matey and an orchestra prompts new thoughts about customer experience. Runners need a rest from feedback After grumping last week about Runnersneed's tardiness in responding to my feedback I received an email from the branch manager in which he clarified … Continue reading My week in CX #6
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. Street end-of-life … Continue reading My week in CX #4
Some of last week's less positive stories look like they could turn into long-running sagas, but there's still some good ones amongst the purveyors of low-level annoyance - including a cautionary tale from the school of rock on how I let my own 'customers' down... Man in the mirror Having finally had quotes from a couple … Continue reading My week in CX #3
I've been slightly surprised by the amount of coverage generated by the one-off reunion of Led Zeppelin earlier this week. Although I wasn't one of the one million people who tried to get tickets for their performance at the O2 I do remember them from the 1970s when their concerts were major events - but typically … Continue reading Business innovation 4) Revive, re-form, cash in!
This week's mini-series deals with the idea of the Wow! experience - literally an experience that makes you go 'Wow! That was great!' Later in the week we'll look at the Wow! Awards which contain the most comprehensive examples, in the UK at least. First, I wanted to share my own recent Wow! that shows that … Continue reading Wow! 1) Getting the basics right