7 Essential Steps to Making Customer Experience Your Competitive Advantage

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?

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.”

Leadership: Corbymania – What have We Learned?

Since Corbyn’s victory, he has moved quickly to put his values into practice: putting together a diverse shadow cabinet and repeatedly talking about the “new politics” where debate is welcomed and the Leader has no divine right to be right.

The challenges he will face – and I make no comment on his politics – will, however be formidable. The harsh reality of Leadership is that you can’t only have opinions on the issues you choose; and, if your Leadership style is based on consensus, you can’t choose to have a consensus when it suits you and be right when it doesn’t.