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.
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.
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…… Read more “My Advice to the Yorkshire Dales ‘Shopkeeper from Hell’”
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.