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 customers in the first place? The situation… I’ll never forget Father’s Day 2004… Not only was it my first Father’s Day with the arrival of my son Lucas a few months earlier, I also received my first ever father’s day present, an iPod from my wife. It was my first Apple product. As a huge music fan, and a faithful Walkman and Discman user over the years, the iPod was a [...]

Apple… is it time to break up?2018-11-04T00:56:23+00:00

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 ute full of tradies. They didn’t care for my opinion. They just yelled at me for being in their way. So, rather than yell my opinion at them, I flipped my perspective and found a more powerful result. Let me set the scene … I was riding my bicycle on my usual path to work. It is only a 15 minute ride. I’m not a slipstream MAMIL [...]

Flip your perspective, not the bird!2018-11-04T00:57:30+00:00

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 these has an inherent aspect of danger. A phobia is an unhelpful anxiety or fear of a situation or thing. If you are scared of something and it can harm you; that is a good thing. If the fear is present, but the danger is not, such as seeing pictures of spiders or approaching the window in a skyscraper, that is unhelpful and hence, is a phobia. What is Customer Phobia? [...]

From customer-phobic to Customer-focused!2016-06-14T02:45:05+00:00

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 an idea derived from this quote. However, unfortunately the statement it is too frequently misquoted and misunderstood. Henry Ford never actually expressed those famous words. However, if he had, the statement is in fact correct- people find it difficult to imagine and articulate something truly innovative. A problem arises when this quote is used as ammunition against gathering customer insights and customer centricity. Equally harmful to the case for customer insights, are organisations [...]

Customer Insights – are your beliefs holding you back?2016-03-03T04:09:47+00:00

Sales or Service?


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 profits and have rarely purchased the additional ‘add on‘ item. That is up until now. I don’t camp.  It is beyond me why anyone would willingly leave a perfectly dry house with a comfortable bed with 1000 percale cotton sheets and share an evening with creepy crawlies and unpredictable weather. This aversion stems from my first Girl Guiding ‘under canvas’ experience that ended with me [...]

Sales or Service?2014-04-28T00:21:37+00:00

The Accidental Customer


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, or are you keeping new customers locked out because you make it too hard for first timers? When it comes to public transport I am 100% a train guy. I know where they start and finish, which one to get, and that it will generally be on time. Lately though I've needed to move between locations in and around the city in a hurry, and [...]

The Accidental Customer2014-04-28T00:21:52+00:00

Shining light, or casting a shadow?


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 you are and what you stand for.  Your behaviours can provide light and inspiration, or cast a shadow over your team. After years of observing organisations and teams on their customer focus journey, there are invariably 3 behaviours that truly customer focused leaders exhibit – they connect with customers, they share their passion for customers, and develop strategies that focus on the customer. So, if you’re working [...]

Shining light, or casting a shadow?2014-04-28T00:22:27+00:00

Reinvigorate your Customer Experience


It’s never to late to reinvigorate your customer experience! Have you ever felt your competitors have overtaken you? As new entrants they’ve been nimble and responsive to customer needs. In contrast you’ve invested in systems and infrastructure that make it harder to adapt quickly. What options do you have to respond, to let customers know you’re still around? Like many in Australia I have done my fair share of flying. I recently travelled to Perth to facilitate a customer strategy workshop for a client. When it comes to domestic plane travel I am a big fan of Virgin. They are [...]

Reinvigorate your Customer Experience2014-04-28T00:22:46+00:00

The Pitfalls of Generic Customer Service


When designing a customer service experience we’re often seeking to ensure consistency, reducing the risk that someone will leave dissatisfied.  This strategy can be sound, however when ‘generic’ turns into ‘automatic’, and we ignore the nuances of each individual interaction we run the risk of dis-engaging our customers… or in this case at Apple, embarrassing them! I'm a fairly new convert to Apple and am delighted by the intuitive attention to detail that their products offer. Whoever would have thought that my phone would be so smart as to take photographs, record messages, enable me to ‘face time’ my friends [...]

The Pitfalls of Generic Customer Service2018-11-04T00:55:57+00:00

Who Cares for your Customers?


When we think of customer support, we generally think of the important role that our front-line sales and service people play, but it’s critical to think carefully about the role that every person plays in supporting your customer experience. I mentioned that my new car broke down a few weeks ago (Give your Customers a Break).  The breakdown was one thing, but when they damaged the car trying to get it out of my garage, the issue became a lot more complex. After 5 weeks, 4 re-sprays, 3 attempts to collect the car only to find it wasn’t up to scratch, 2 customer [...]

Who Cares for your Customers?2014-04-28T01:48:35+00:00