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.
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?
I was delighted to be asked to write this guest post for the Eventbrite blog.
My post shares six key trends that are redefining the customer experience – specifically in the conference and live events sector although these are mega-trends and therefore relevant to every business.
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.
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.
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.
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.
This is my second post sharing insights from the conference, The Future of the Experience Economy, that took place in London on 15th June 2016, organised by Eventbrite.
I’m going to share three key takeaways from the session on Brand, Loyalty and Consumer Expectations. This panel discussion went to the heart of what every customer-facing organisation needs to know: