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.”
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?”
In a world where the unthinkable and the impossible are rapidly becoming the reality, the challenges for organisations and businesses are also the opportunities. The key is to understand the trends, stay focused on vision, mission and key success drivers, and to implement flexible strategies based on what will happen, what could happen, and above all, on what you want to happen.
This is the third and last of my short series of posts, distilling insights from the conference I attended on On Wednesday 15th June : The Future of the Experience Economy, organised by Eventbrite.
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.
Among the myriad reasons to visit this year’s Museums + Heritage Show (18 + 19 May 2016 – Olympia West, London), there are over 50 FREE talks on “hot-button topics” – and I’m giving one of them!
As I returned to the reception desk I noticed an open visitors’ book. The comments were overwhelmingly positive – words such as “communication” and “explanation” jumped out, as did the comment of my title: “The only dentist I’ve ever looked forward to visiting.”
Was it a coincidence that my dentist (also the practice head, as it turns out) is focused on the Patient Journey as a continuous experience – from website/telephone to reception to waiting room to treatment room and back to reception – and that this practice is receiving such rave reviews (no doubt leading to plenty of upsells and recommendations)?
My newsletter this month was updated – literally a “Stop Press” moment – to reflect the incredible story of Leicester City’s achievement in winning the English Premier League. Pretty magnanimous of me, I feel, as a Spurs fan for most of my life!
Leicester’s story, and as importantly, their brand of lightning-fast, counter-attacking football, have captured the nation’s imagination, and in doing so, perfectly reflect the attributes of a POSITIVE Customer Experience…
I had an experience this weekend that reminded me powerfully of the importance of what I call POSITIVE Leadership – and the difference a POSITIVE Leader makes.
I reflected that here indeed was (and is) a complete, immersive and high quality, customer experience. It just happens to be a church.
On this special day, I’m sure I share the sentiments of millions regarding the latest milestone The Queen has reached.
Unlike many however, I think of Queen Elizabeth II not just as our Head of State and an constant presence in our lives for as long as most of us can remember, but also as the best boss I ever had.