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 most people, ‘work’ has changed one way or another – got busier, gone remote, gone altogether. Just a month ago our economy was strong, kids were at school, holidays were being planned, and we could drop in to the local restaurant or coffee shop to catch up with friends and colleagues. Today we’re staying home and our human connection has been limited to our household [...]

It’s time for a Human-Centred approach2020-04-06T05:11:52+00:00

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 impacting their mental health. Meanwhile, every time we run our Customer-based Design programs senior business people remind us of the expectation of ‘getting it right first time’, regardless of their role or task. They celebrate being given ‘permission’ to prototype, being able to put something rough on the table and refine based on genuine feedback during our course. If everyone is feeling suffocated by perfection, why do we continue to pursue it? It seems that [...]

Perfectly Imperfect2018-11-04T00:50:36+00:00

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 too much, and when the ‘busy-ness’ of the year takes hold, the opportunity for positive change is lost. For many businesses, improving customer experience is a high priority, but it can seem hard to start once the year cranks up. In 2016, Forrester reported that over 70% of businesses named ‘improving the customer experience’ as their top priority. If improving customer experience is on your list for 2018, [...]

New year, fresh perspectives2018-11-04T00:50:02+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

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 Language of your Brand


At 3rdView, we’re strong believers that engaged and passionate employees are an essential element of your customer-focused business.  They reflect and reinforce your brand, and can turn it into something truly special.  This really hit home last week during a visit to ‘Le Bon Choix’… Le Bon Choix ("The Best Choice") describes itself as a bakery.  Its branding reflects the French heritage of the owner, and his pursuit for excellence in the creation of exquisite French pastry, cake and bread.  They’re clearly focused on their art – quality product first and foremost. Walk in to Le Bon Choix, and you’ll [...]

The Language of your Brand2014-04-28T02:07:02+00:00

‘Epic Fail’


‘No failures’ sounds like a pretty good mantra for business, but when you look deeper, it may just be a little shortsighted. As a parent it's always interesting to hear new terms that kids use. As mine are in primary school I hear things a bit later than some, but one term a teammate of my son used the other day was 'Fail' or 'Epic Fail'. When he struggled to complete a training drill at soccer, he instantly labeled himself a 'Fail'. This reaction really concerned me as training kids is all about building confidence. Having one of them label [...]

‘Epic Fail’2013-12-02T11:58:58+00:00