The no.1 most important aspect of customer experience: Deliver!

When I’m talking with people about what we mean by a ‘customer experience mindset’ they get very enthused about improving touch points and forget the most important aspect of any customer experience.  Deliver.  I didn’t spend my time, effort and hard earned cash with you just to have a great experience with your sales assistant, call centre order taker or …

Mindset

Mindset is a peculiar phenomenon that is only now being recognised as a key component in the success or failure of any department, organisation or industry.  To be successful a majority of people must have a success mindset.  If we hear words like ‘we’ve always do it like this round here’ or ‘we need a period of stability’ or ‘it’ll …

The Co-operative Movement

I can’t be bothered to remember significant numbers.  I even have to look up my mobile phone number.  However, there is one number that has been indelibly printed in my brain, 19517.  This is the number I had to give to the shopkeeper every time I was sent to the local co-op to buy groceries for my mother when I …

Good Morning Friendliness Index

I developed this set of indicators as a way of testing how willing people were to engage with others around their workplace.  It all started when I was asked how a group of enthused customer friendly people might get their colleagues to engage more.  They grumbled that most of the people in their large open plan office came to work, …

Lessons from Triathlon

My colleagues have allowed me just two Triathlon blogs per year which I’m sure you’ll agree is tantamount to censorship, after all, my experiences in the three disciplined sport can surely give many and varied insights into the development of excellence. I have just completed the Alpe D’Huez Triathlon in a time of 9 hours 26 minutes which I know …

Microeconomic view of moving to the next level

When we consider an issue from a different perspective it can sometimes enable new insights.  This blog site is about uncovering opportunities to create a better outcome; to breakthrough to the next level. Microeconomics is a strand of economics which examines the decision making of individuals and firms as small units and what determines their purchasing decisions and their willingness …

Explore three new frontiers to stellar customer experience: Part 1

‘It’s all well and good training us to give our customers a great experience but what are you going to do to train them?’  What a good question.  At one time I would have moved on with platitudes like “we should keep our focus on what we can influence”.  However, if we want to achieve stellar levels of customer differentiation …

Don’t look at the tree!

A very wise paragliding instructor once gave me some very sound advice.  He quite simply said ‘Don’t look at the tree’.  The tree in question is on the edge of the landing field right in the centre of Interlaken, Switzerland.  As tourists sit in the surrounding cafes and bars sipping tea or having a beer, soaking in the spectacular surrounding …

Further qualities of the Paradigmeer

Our Paradigmeers have shown they are people who think differently about how to bring fundamental change to people’s lives.  They have considered how the prevailing rules have stopped people making further steps toward improvement.  In many cases they conceived of the inconceivable.  We can all dream.  How many of us are great inventors, designers, and coaches with a ground breaking idea?  How many of …

The Undermining Game

Some frivolous Friday observations. At the age of 12 I read a book which has influenced my life ever since.  ‘The Complete Book of Golf Gamesmanship’ by Stephen Potter.  How to win without actually cheating. I don’t play golf.  I never have played golf.  No one in my family has ever wielded a golf stick in anger, ever.  So why …