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”
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’ve wanted to share my Customer Experience philosophy, and in particular how I learned it through a series of adventures in retail, for many years. I’m delighted to have had the opportunity to do so in a recent interview with Museums + Heritage Advisor magazine, which you can read here.
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?
“[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.
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.”
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…… Read more “My Advice to the Yorkshire Dales ‘Shopkeeper from Hell’”
In this article, City AM’s deputy editor Julian Harris argues that one of the UK High Street’s most iconic retailers needs radical surgery: perhaps even splitting its…… Read more “Marks & Spencer : Is it time to split the retailer in two? “