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!
I’ve wanted to share my Customer Experience philosophy, and in particular how I learned it through a series of adventures in retail, for many years. I’m delighted to have had the opportunity to do so in a recent interview with Museums + Heritage Advisor magazine, which you can read here.
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.”
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.
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.
In a new report, Barclays predicts that if businesses become more responsive to online feedback the hospitality and leisure sector can add £2bn to the UK economy with the impact on the supply chain contributing a further £1.2bn.
Add that to the 2015 report, by workforce charity People 1st, showing that a 1% uplift in productivity could generate £1.4bn of extra revenue, and it is plain that there’s more upside than downside for organisations that focus on Customer Experience.