I’m told that one of the greatest skills I have is the ability to translate my day-to-day interactions into lessons on how to become a more customer-focused organisation. Useful? Absolutely!
Hundreds of times each day I find myself observing ordinary interactions from the outside – seeing different perspectives on the situation. By doing this, I’ve learned that it’s often the little things that make the difference to our experiences – a well-placed sign, a pause to listen, a quick check of quality or a little empathy. Simple things, but a critical part of a customer-focused strategy.
These observations of ordinary life provide great insights, and help me work with clients to design great organisations and experiences.
These observations are my 3rdViews. What are yours?
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 private health insurance, and on [...]
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 minute. After all, as [...]
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 customers in the first place? The [...]
"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 [...]
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 these has an inherent aspect of [...]
“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 an idea derived from this quote. However, unfortunately [...]
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 increase the retailer’s [...]
Many customer experiences involve regular or repeat customers. Once you know the drill, it's ‘all good’. But what about first time or occasional customers - the accidental tourists? Are you rolling out the welcome mat, [...]