The Agility of Ownership – Lessons from South African Entrepreneurs
This is the 3rd and final installment in my series on customer experience lessons I gained from a recent trip to Africa. The first two blogs involved insights from the African Bush and from the informal townships. As you may know, I work predominantly as a consultant to senior leaders in Fortune 500 companies but occasionally…
Iterative and Future Backward Customer Experience Design {Infographic}
Let’s focus on the importance of both iterative and future backward customer experience design. SaveSave SaveSave
Your Keys to Outstanding Experience Design
Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents. That said, there are certain sectors where my team and I have spent a lot of time –not least of which are automotive, hospitality, financial services, building trades, retail, and restaurants. When it comes to the restaurant sector,…
The Future of Customer Experience Delivery
My crystal ball says winning experiences will deliver. I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. I predict future retail wars will involve online brands (whose value proposition will be an expansive choice, “best pricing” and quick delivery)…
Business Sustainability Infographic
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Everyone Has a Platform: Are You Training For that Reality? | Service Excellence
As many of you know, Snapchat’s new design has sparked considerable criticism, but a simple tweet by celebrity Kylie Jenner purportedly contributed to a freefall for Snapchat’s stock. Here’s how social media reporter Megan Hills tells it in a Fortune article titled Snapchat’s $1.3 Billion Drop in Value Is Linked to A Kardashian: The entrepreneur and Kardashian half-sister…
Customer Centricity is MORE than Customer Experience
Recently, I’ve been talking with clients about a critical, albeit subtle distinction – so I thought I would share it with you. Frequently, you’ll hear these two phrases used rather interchangeably. The first is customer-centricity, and the other is customer experience. From my vantage point, the latter phrase (customer experience) is a subset of the…
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