It’s time for a Human-Centred approach

2020-04-06T05:11:52+00:00

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

Focusing on Humanity

2020-03-17T06:33:51+00:00

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 it will last. We all feel vulnerable in some way, and each of us will react differently. In times like these it can be helpful to reflect on our core purpose, and focus on what really matters to us. For 3rdView, ‘Humanity’ is central to everything we do. We help bring human insights from customers and employees to business decision-making. Our Human-Centred approach connects people, [...]

Focusing on Humanity2020-03-17T06:33:51+00:00

From customer-phobic to Customer-focused!

2016-06-14T02:45:05+00:00

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

The Accidental Customer

2014-04-28T00:21:52+00:00

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

Fear of Feedback

2013-12-02T11:34:53+00:00

“When you're screwing up and nobody says anything to you anymore, that means they've given up on you.” ― Randy Pausch Customer feedback is like little nuggets of gold for your business. Customers who take the time to give you feedback care. By telling you, they’re helping you to do more of the things they like, and how to improve the things they don’t like. They’re giving you tips on where to focus your effort. Sitting with a friend yesterday, we were discussing how tough their industry is at the moment, and their need to refocus their efforts. They mentioned they were [...]

Fear of Feedback2013-12-02T11:34:53+00:00
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