We are surprisingly simple – Which makes us really complicated
I was chatting to a colleague Jon Marrs who is in the US exploring opportunities last night, and the thought occurred – It always starts with a question, but do we really understand how complicated it is to ask the right questions?
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.
So we like principles like Malcolm Gladwell’s The Tipping Point because it resonates with us. The feeling that nothing worth having comes easily, and even the most gifted have to work hard (10 years) to get a top quartile result. It just makes sense….. does it not? Now that leads to a thought which I have been having a ponder on, which is – what sits at the heart of people who excel Vs those that don’t – besides 10 years of effort, and I think it is to do with Volume & Risk.
Now those who read this blog will know a recurring theme is the need to dress old ideas up as new ones, with the skill being in spotting which one of these ideas ‘time’ – usually based on something that started out in Kotler On Marketing – has come round again. For the winners in 2015, I think the new idea will be leveraging the greatest untapped resource most companies have. Their own Colleagues…
If You Don’t Have A Proposition, You Can’t Do Big Things What’s your proposition? A simple question, and often one that is met with a blank stare, or a (repeated without much conviction) statement of a few words from the Marketing owned Brand Guidelines – by way of digression, my favourite of all time (and quite …..
Creating Engagement Through Empathy Engineering? So how do you build truly great levels of customer value? We have all heard the stories about customers with an 85% satisfaction rating being almost as likely to leave you as those with a 60% rating. Well, perhaps that is because being satisfied with a service is simply not … Continue reading →
