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.”
Capgemini’s Digital Transformation Institute report “Making the Digital Connection: Why Retail Stores Need a Reboot” consulted 6,000 consumers and 500 retail executives from nine countries. The conclusion:
Customers are simply not getting what they expect from an in-store experience.”
Not only did 40% of respondents describe going shopping as “a chore”, amazingly, over one third would prefer to figure-6-2-systems-for-listening-to-customers stay at home and wash the dishes!
What a sorry state of affairs.
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?”
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
Here is my Christmas card for you – my three “Christmas Crackers” – to say thank you for being with me this year.
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.
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 booming food business from its struggling fashion… Continue reading
If you want to outperform the market, beat the competition, develop a Brexit resilience strategy, achieve Team GB-style world-beating performance, you can – there’s no magic formula.
But there is a formula.
The visitors have left the building! What happens next?
In Part One of this guest blog post series we looked at ways to build anticipation for your customers to maximise the value you give even before you meet them in person.
Today I want you to think about what happens after your visitors have gone back home. How can you keep your relationship going and entice them to return again?
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.