I love a good customer experience story. I’ve even peddled them myself a time or two on these pages. However, I’ve come to see they have a dark side. You know the kind of story. Where Jenny buys something, but wait, there’s a problem. Enter the story of Company X going above...
Just being different is all a bit ho-hum. Different isn’t even all that hard. Change a couple of things, and you’re different. Me being in this location, and you being in that location means you have something that makes you different. My prices are low, and your prices are high. Yep, different....
So things are going pretty well at your business. People love what you’re doing. And you’re having trouble finding enough of the right people to keep up with demand. It’s all good. So why aren’t things running as smoothly as they used to? “It’s just growing pains”, you tell yourself. And while...
Dear you, Running an organisation and building a brand is hard. Even when you’re doing what you care about, it’s still hard. And everyone seems to think they know how to do it better than you. Case in point—the articles I write every week asking you to consider this and do...
In the process of trying change to renew or invigorate an organisation a lot of things get ignored. In the rush to move forward what gets left behind is the legacy. Every organisation and the resulting brand has a legacy; the result of promises kept over time, the cumulative wealth of...
“You get what you incentivise”Peter Diamandis Building a brand, engaging team members, delivering a consistently good customer experience, and ensuring the back office and front lines work in sync. These things have much in common, yet one important element they share is often ignored or given short shift—incentives. Today it seems like...
“Now is no time to think of what you do not have. Think of what you can do with what there is.” – Ernest Hemingway In the rush of a new year, it’s easy to get caught up in change mania. Headlines everywhere ask me to change, go exploring, be a new me....
After a recent brand workshop for the Women in Digital Group, I received a lovely message from Jenny Lindsay: “I’d been overthinking how to ‘create’ my brand, when, by contemplating my values, I realised I knew it all along. Now I just have to live it. What a revelation.” At the event,...
How often do you deeply align the way you promote what you do and connect with your customers to what you care about? I’m not talking about a quick campaign to piggyback off some Hallmark holiday. I’m talking bone-deep-into-the-details alignment so even if I didn’t really know what you cared about...
While Wellington recovered from the previous week’s earthquake amidst a few aftershocks here and there, a stalwart group of souls gathered to listen to people talk about their customer experience adventures at the Customer Experience Excellence NZ conference. I was the chairperson for the group and lots of great blog fodder...