I remember a couple of instances when I was young, when my Mum polished the slide in our local park. She actually took a duster and a can of polish in her bag along to the park when we played. Just standing on the top step was enough to give you butterflies, let alone the sliding experience that was to follow! It was a great experience. Fast, thrilling and without friction to slow me or my friends down and one we could repeat again and again until tea time. It’s the same with customer experience…
Cut Your Cognitive Load to Improve The Customer Experience
One of the more recent books I’ve read this year is the excellent ‘Scaling up Excellence’ with the very apt subtitle of ‘Getting to more without settling for less. As a very brief overview, the book details the work and research of Professors Robert Sutton and Huggy Rao of Stanford University in trying to understand the basic principles that allow organisations to scale successfully.
