Tag Archive: Communication

All You Need for 2017

My first newsletter of 2017 has a new look and a new focus. It’s inspired by a quotation given to me by my friend, futurist Nick Price:

“Customer Experience isn’t simply the quality & arrangement of assets. It’s their orchestration.”

So this month’s newsletter reflects three aspects of my mission:

“I help organisations orchestrate their assets so that everyone and everything plays to their full potential.”

Is there a Bear in Your Boardroom?

In the House of Commons, following Prime Minister Theresa May’s most detailed speech to date on her government’s Brexit strategy, Conservative MP Nicholas Soames (despite being a strong Remain supporter) says it is time to accept the verdict of the referendum and “get on with it”.

He quotes his grandfather Winston Churchill: “If there is a bear in your bedroom it is not a matter for speculation.”

The simple wisdom of this statement – as well as the refreshing humour – resonates through time.

If you have a bear (an unwanted, unwelcome, and potentially dangerous intruder) in your bedroom (or boardroom), sometimes it just takes an outside observer to say “I see you have a bear in there. What are you going to do about it?”

My Advice to the Yorkshire Dales ‘Shopkeeper from Hell’

A shop owner in the Yorkshire Dales has been branded “the bookseller from hell” after his local parish council took in more than 20 complaints about his alleged rudeness. Steve Bloom charges customers 50p… Continue reading

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.

Six Trends Redefining the Customer Experience

I was delighted to be asked to write this guest post for the Eventbrite blog.

My post shares six key trends that are redefining the customer experience – specifically in the conference and live events sector although these are mega-trends and therefore relevant to every business.

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.

The 99:1 Rule – No Politics, Just Good Customer Service

I had an experience today which:
– Was contrary to popular opinion/my expectations;
– Highlighted my Rule of 99:1.

Customer Experience, as I’ve said many times before, is about every interaction between an organisation/business and those it serves/its customers. I first conceived the Rule of 99:1 when I was the newly-appointed, Head of Retail and Admissions at the Tower of London, the most popular heritage attraction in the UK…

New Top Gear : Innovation v. Arrogance & Fear

“Matt LeBlanc is a natural at location filming, but Chris Evans needs to relax and stop trying so hard to be Jeremy Clarkson”, according to the Guardian – and if Twitter is anything to go by, according to many viewers.

Now, this isn’t another review of the programme – although from a Customer Experience angle, the (enforced) reboot of this hugely popular, and equally controversial, TV franchise poses an interesting debating point:

When your product or brand has to adapt to new circumstances, how do you go about it – do you innovate, or do you focus on damage limitation?

Customer Experience: So, What Is It That You Do, Exactly?

I’m often asked to explain what exactly it is that I do.

The short answer is: I help Retail, Tourism and Hospitality organisations increase sales, productivity and profitability through creating POSITIVE Customer Experiences, Communication and Leadership.

The next question is, what’s “Customer Experience” – how does it differ from “Customer Service?”

Do You Know What Your Customer Experience is Costing You?

I visited a museum at the weekend – just scraping in on the last day of a heavily-promoted, blockbuster exhibition.

As I waited at the ticket desk, I noticed that, despite there being a queue, only one team member was selling tickets – and yet there were four team members behind that desk. Two of the other three were having a chat; the other was (there’s no other word for it) slumped in her chair, staring into space.

The exhibition was great – I’d recommend it to you, but it’s over!

Also over is the massive opportunity the museum had to maximise its return on investment…