Customer Experience: Your Brexit Resilience Strategy

My POSITIVE Customer Experience Newsletter for September coincides with the Autumn Trade Fairs season: whatever your industry it’s a time to check in with the market, with your collaborators and competitors and with your business strategy and plan for the foreseeable future.

It’s time to move on from the holiday season and commit to the actions you will take to build Brexit resilience.

The newsletter contains 10 Top Tips to help you navigate the next few uncertain months and come out stronger.

What Andy Murray’s Wimbledon Victory Tells Us About Coaching

What a glorious contrast to recent weeks of doom and gloom was Andy Murray’s second Wimbledon triumph!

Perhaps the most fascinating aspect of Murray’s victory was his relationship with his enigmatic coach, eight-times Grand Slam title winner Ivan Lendl. Without Lendl in his corner, Murray’s dedication and hard work have made him the second-best tennis player in the world, and arguably the best Britain has produced; reunited with Lendl, his tennis reached a new level in the 2016 Wimbledon Final.

The Future of the Experience Economy: Managing Risk in Risky Times

In a world where the unthinkable and the impossible are rapidly becoming the reality, the challenges for organisations and businesses are also the opportunities. The key is to understand the trends, stay focused on vision, mission and key success drivers, and to implement flexible strategies based on what will happen, what could happen, and above all, on what you want to happen.

This is the third and last of my short series of posts, distilling insights from the conference I attended on On Wednesday 15th June : The Future of the Experience Economy, organised by Eventbrite.

Spring is in the Fair! Five Ways to Create “Kick-ass Retail”

Kick-ass Retail is about knowing the market, knowing what is available and finding ways to go one better. That’s why I happily walked over 20 kilometers in a day on my 27th visit to the International Spring Fair at the NEC (I’ve attended most of the Autumn Fairs too). I’ve long ago learned to shut my ears to those who say “I hate the Spring Fair. It’s too big”, or variations on the theme of “I can’t be bothered to go the extra mile (let alone the extra 12)”. Being better than the competition involves hard work, constantly evolving expertise, and the rocket fuel that is Enthusiasm.

So what are my five top tips for getting the most out of trade fairs so that you can create Kick-ass Retail?

Customer Service: Talk to Me – Don’t Talk to Me

Here’s a little checklist for every Customer-facing business. Nothing on the list costs very much money (just commitment, and time); however everything on the list will definitely make you (more) money. And – before you read it – please don’t assume you do all this already, or do it well enough. With the greatest respect, I’ve read too many Customer Promises and experienced too many one-sided Service encounters to believe that there isn’t a single business that couldn’t benefit from reviewing this list.

Getting Dreamland Out Of Neverland

The news that Dreamland, the reimagined amusement park in reawakening Margate, is seeking a company voluntary arrangement (CVA) in a bid to avoid going into administration, is disappointing to say the least.

Ever since Wayne Hemingway unveiled plans to reopen what was once a magnet for seaside thrill-seekers, but more recently a derelict site at risk of being turned into a housing development, there has been a buzz of anticipation around this genuinely bold and inspirational project. Promising that “It is going to be a success because it is a great idea in the right time and right place,” Hemingway could see the opportunity to tap into the “vintage” zeitgeist and create a multilayered experience, appealing to old and young alike.

So, what has gone wrong? And where does Dreamland go from here?

All You Need for Christmas…is a Plan for 2016

I hope your organisation is on course for a highly successful Christmas trading season. If you’d like to improve your results by at least 5% there’s still time!

Of course, every successful Leader will have one eye firmly fixed on maximising revenues between now and the New Year, and the other on how to make 2016 “the best year ever”. If that’s not your aim for next year – again, there’s still time!

In the Customer Experience Expert Briefing you’ll find the following, easily-digested articles and tips to help you inspire action and maximise productivity…

So, What Would be Unique About a POSITIVE Business Plan?

What do you think of when you hear the words “Business Plan”?
• A dry, weighty document, full of jargon?
• Pages of spreadsheets, showing income and profit projections?
• (Perhaps) a “Mission Statement” on the cover, with (perhaps) a picture of the CEO above it?
• Something for senior management – never to be read or engaged with by the wider Team?

Imagine if your business plan was an inspiring piece of work…

No Training? No Gaining!

This quote by Tom Peters sums it up:

“Why is your world of business any different than the (competitive) world of rugby, football, opera, theater, the military? If people/talent first and hyper-intense continuous training are laughably obvious for them, why not you?”

It seems so obvious, and yet, in “our world of business” we face a daunting obstacle to greatness: our own attitudes, and those we accept from others. When it comes to Customer Service, we accept mediocrity, and, too often, we deliver mediocrity.