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!

I founded 3rdView Consulting with a vision to make Brisbane the most customer-focused city in Australia. That doesn’t mean every interaction has to be an outstanding, over-the-top, Cirque du Soleil kind of experience, it just means that interactions are easy, smooth and without niggles or complaints.

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?