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?
Are customers really important to your organisation? Make sure your executives can answer three critical questions... The Australian banking royal commission has placed consumers in the spotlight. We’ve heard countless stories of consumers who have lost faith [...]
Design is still a new approach to problem-solving in many organisations. Engaging a Design Partner will kick-start your program, so what's the secret to ensuring your first engagement is successful? In a recent round of [...]
3rdView is passionate about both Design and Education. As we head Back to School for 2019, it's a great time to consider where we can encourage Design in our schools! Next week Queensland schools will [...]
A new year… fresh opportunities, a sense of optimism, and a chance to regroup, and reset priorities. We could do this any time of year, but there’s something about the Australian summer that means [...]
“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 impacting their mental health. Meanwhile, every time we run our [...]
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 too much, and [...]
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 [...]