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February 2, 2018 |
3rdViews, Customer Experience, Leadership, Perspective |
Marie-Claire Grady |
Comments Off on Perfectly Imperfect
“Perfectionism is increasing and that’s not good news”. A recent Harvard study tells us that young people are becoming increasingly perfectionistic, and that this is
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January 12, 2018 |
3rdViews, Customer connection, Customer culture, Customer Experience, Observation, Perspective, Storytelling |
Marie-Claire Grady |
Comments Off on New year, fresh perspectives
Happy New Year! A new year brings the opportunity for a fresh start and big ideas. Unfortunately, most of us struggle to maintain the momentum past the first fortnight. We take on
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September 13, 2017 |
3rdViews, Customer Focus, Systems |
Marie-Claire Grady |
Comments Off on Feedback: Cherish the Gift!
I’ve just completed my third customer feedback survey this week, and it’s only Wednesday. I’ve been asked to provide feedback on the delivery of a parcel, a change to my
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June 4, 2017 |
3rdViews, Customer Focus, Facilitation |
Bartley Hassall |
Comments Off on Begin with a Check-in
When you organise an important workshop, with the best minds from around the organisation, or the industry, you can be forgiven for wanting to get straight into it from the 1st
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March 7, 2017 |
3rdViews |
Marie-Claire Grady |
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As a Leader you have a major impact on the culture of your organisation. The behaviours you display and the symbols you present to your team and customers say a lot about who
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November 7, 2016 |
3rdViews, Customer Experience, Customer Insights, Feedback |
Bartley Hassall |
Comments Off on Apple… is it time to break up?
Apple hit my customer experience sweet spot, then broke it. Was it down to poor customer experience redesign? Is your new offering destroying the very value that won your
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August 12, 2016 |
3rdViews, Customer Experience, Customer Insights, Perspective |
Tim Stevenson |
Comments Off on Flip your perspective, not the bird!
“Who cares what I think? Especially when it comes to hearing my side of a road rage story.” Well that is what I figured when I was nearly run off a suburban road by a
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June 13, 2016 |
3rdViews, Customer Experience, Customer Focus, Customer Insights, Leadership |
Anja Krabye |
Comments Off on From customer-phobic to Customer-focused!
Are you arachnophobic, agoraphobic or acrophobic? If not, you’ll certainly know someone who is. Fearing spiders, crowded places and heights is not always a bad thing as each of
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February 29, 2016 |
3rdViews, Customer Focus, Customer Insights, Feedback |
Anja Krabye |
Comments Off on Customer Insights – are your beliefs holding you back?
“If I had asked people what they wanted, they would have said ‘faster horses’.” – Henry Ford The notion that ‘customers don’t know what they want’ is
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November 19, 2013 |
3rdViews, Customer Experience |
Marie-Claire Grady |
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When you purchase a product the sales person often tries to ‘add on’ or sell another related item in the name of service. Cynically I view this ’service’ as a way to
