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?

5 things organisations can learn from Liverpool FC in 2020

Leaders are constantly looking for new sources of inspiration that their organisations can benefit from. What are others doing that we can implement to make a real, positive difference? How do we deliver on our [...]

By |September 14th, 2020|Categories: 3rdViews|Comments Off on 5 things organisations can learn from Liverpool FC in 2020

(Re)energise your conversations

Leaders have done an amazing job at navigating challenges in the last few months. As we settle into the ‘new normal’, many leaders are finding it difficult to energise, motivate and connect their teams to [...]

By |September 1st, 2020|Categories: Customer Focus, Customer Insights, Design, Facilitation, Human-centred Design, Leadership|Comments Off on (Re)energise your conversations

Adapting to remote facilitation

As experienced facilitators, the 3rdView team loves nothing better than bringing participants and a problem together in a room for a conversation. Thanks to remote working, we’ve enjoyed testing and translating our facilitation fundamentals in [...]

By |May 15th, 2020|Categories: 3rdViews, Customer Experience, Facilitation, Feedback, Human-centred Design, Leadership, Perspective|Comments Off on Adapting to remote facilitation

It’s time for a Human-Centred approach

It’s interesting to see how we take things for granted until they are taken away, and how we adapt when they’re gone. It’s early April 2020 in Brisbane and change is all around us. For [...]

By |April 6th, 2020|Categories: 3rdViews, Customer connection, Customer Experience, Customer Focus, Design, Human-centred Design, Systems|Tags: , , , , , , |Comments Off on It’s time for a Human-Centred approach

Focusing on Humanity

The first quarter of 2020 has challenged everyone in our community. We’ve seen bushfires and floods. Now COVID-19 is creating health, employment, and financial uncertainty like never before, and we have no idea how long [...]

By |March 17th, 2020|Categories: 3rdViews, Customer connection, Human-centred Design, Perspective|Tags: , , , |Comments Off on Focusing on Humanity
Load More Posts

Recent newsletters