So, to my BFO or Blinding Flash of the Obvious – it’s about the fundamental essence of the Customer Experience: that elusive concept, responsible for more than its fair share of vacant expressions on C-Suite-level faces, and frustrated middle managers with the words “Visitor/Customer Experience” in their job title.
(Bite-sized information or inspiration, that I have time to write, and you have time to read) Whether you’re designing a new product, a new brand or just…… Read more “Customer Experience Bites #2: The Frightening, Creative Process”
(Bite-sized information or inspiration, that I have time to write, and you have time to read) In its latest bid to reinvigorate its sluggish performance, UK department…… Read more “Customer Experience Bites #1: Digital v. Physical”
Mission is about “you”.
Vision is about “them”.
To succeed, you need both – and you mustn’t get them mixed up!
To appreciate how vital culture is in determining the success of any business, ask yourself whether anyone who had (a) read and (b) believed “United’s Customer Commitment” could possibly have behaved the way United’s employees behaved towards one of its customers this week.
The lessons, however, are vital for every business in 2017.
This article makes stimulating reading if you have a customer-facing business (you don’t…?) – especially if you’re interested in finding ways to attract more customers, and generate more revenue (you aren’t…?).
Whatever your business, take time out to reflect on the opportunities you aren’t exploring:
I’m thrilled to be an Official Partner for the 2017 Museums + Heritage Show, which has unveiled its most comprehensive educational programme ever, giving attendees an unrivalled opportunity for free training and professional development. Learn from your peers, be inspired by the very best case studies and get answers to your questions!
In a world where “experts” are derided, “truth” has become “post-truth” and “news” has become “fake news”, how do organisations become trusted partners with their customers?
In 2017, information has never been more readily available, and yet less trusted, by consumers. The 2016 Edelman Trust Barometer shows that just 28 per cent of Britons say they trust business leaders – and 59% would prefer a computer algorithm chose news for them than a human editor!
So, what should organisations do, to survive, and thrive, in this most competitive and unpredictable environment?
My latest newsletter gives me the opportunity to share an interview I gave to Museums + Heritage Advisor magazine, sharing some of the lessons I’ve learned developing retail concepts for Buckingham Palace, the Tower of London, and other prestigious organisations over nearly 30 years.
I also share Baroness Karren Brady’s “6 Key Ingredients for Success”, gleaned from her appearance at the Spring Fair in Birmingham.
“[Sir Ken Morrison] showed us all the importance of aiming high but never forgetting the practicalities of life and the humanity of those we deal with.”
These words encapsulate the essence of great retailing, great business and great Customer Experience. Ken Morrison was an innovator – for example he built Morrisons on a model of vertical integration, directly controlling many of its food suppliers, and developed the Market Street concept of retail theatre combined with expertise directly available to the consumer.