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.”

Is it really the end of the high street store? 

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.

Customer Experience: Your Brexit Resilience Strategy

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.

Triple Your Customers’ Joy! Part Two: The final piece of the ‘Value Jigsaw’.

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?

Customer Experience: What We Need Now is People Being Nice to One Another

Well it’s been quite a few days here in the UK: there are more questions than answers, and uncertainty – that enemy of business confidence and growth – seems set to be with us for at least the next few months, if not years.

So what should business do for the best?

I had two experiences last week that showed, simply yet dramatically, where business’ focus should be over the foreseeable future: on engaging and empowering people to deliver memorable Customer Experiences.

Three Business Lessons I Learned From Gardeners’ World

At BBC Gardeners’ World Live the first celebrity masterclass I attended was delivered by Joe Swift, a professional garden designer, writer and broadcaster who has been a regular presenter on the BBC Gardeners’ World programme for 18 years.

The theme of the well-attended session was “Garden Design for the Enthusiastic Amateur” (my description) – so of course I listened intently. As I did so, however, I learned much more than I was expecting, and not just about gardening. It’s perhaps no surprise that more than one author has used a garden as a metaphor for “growing” a business; however, stick with me.