It’s probably worth starting by explaining where the three circles ideas came from. Most of it is born out of my frustrations of seeing too many attempts at Agile fail or become very hard work to the extent that Agile gets a bad name or teams adopt a “fragile” approach instead. In all client meetings … Continue reading →
The Retail Revolution: Maximising Traffic and Cultivating Loyalty
You can now watch the last HiveMind drop-in session online: Bill (Mirabito) spoke on why traditional retailers struggle mightily to sustain store traffic and hit sales forecasts; and how a sober analysis of the consumer journey offers insight into a more effective course of action to improve awareness, grow demand and cultivate the loyalty of…
The Job of the Customer Experience Manager
The need to improve customer experiences has been around since cavemen traded rocks for fish. And as our understanding of complex customer experience issues has grown, so too have the opportunities for those moving into leadership and management roles. Having credibility to influence change is at the heart of the job. But in reality, it can … Continue reading →
Agile Pick n’ Mix
Going back a few years when I first read about Agile, I found plenty of content on a variety of topics online. Whilst I appreciated having such a volume of resources available, I can also remember it felt pretty overwhelming!
2-Minute Advisory: Essential Software for Small Businesses
Essential Software for Small Businesses I was asked last week via Help a Reporter Out, to provide some thoughts on essential software for small businesses, along with some advice on operating systems. I thought I would share my entire note, not knowing if any of it will get used or when…
3 Ways To Turn Mediocre Customer Experiences Into Remarkable Ones
When you think about remarkable customer experiences, what kind of companies come into your mind? The ones that create remarkable experiences or the ones that are mediocre? I bet the remarkable ones! So, how do you turn mediocre experiences into remarkable? Read this article for 3 key principles.
Personalisation, Individualism or plain old Just Joined Up (JJU)
As we are now well into 2015, I have read with interest articles about how things have potentially improved or how some things or sectors have continued to deteriorate. UKCSI results headlines are hot of the press are the results are a little concerning, although there are some seeds of positivity in there too. The … Continue reading →
5 Things Every Executive Should Do to Build Customer Experiences
There is no substitute for leadership. If executives won’t care about the customers of a company, no one will. And this includes also the self-fallacy of already being customer-centric, since only very few companies really are. So, what are the five key things every executive should do to build customer experiences of a company?
2+2 = 5 Bad Maths or The Way Forward?
Why Customer Experience Has The Power To Affect Change. I thought this was worth bringing back out as we do tend to live in a volume related world and there is a big temptation to keep churning ‘stuff’ out. But every so often it feels good to go back and kick the coals over and share.
Test the pulse of your processes – and see if they are still alive!
Many processes are like automatons. They wake up in the morning, brush their teeth, take the train to work and start toiling . For four hours they check their emails, put out fires and curse the work they do. Then, finally, it’s time for a lunch break. They grab something to eat, read the latest news, check Facebook and begin to feel sad about going back for their afternoon session at work. They head back to the desk, work for four more hours, take the train home and watch TV until going to sleep.
