The only thing that really matters is how you make people feel
That’s why I’ve spent most of the last 20 years working in and with companies around the world to achieve customer-led success.
I’ve been in global teams creating the strategy, innovation teams designing the propositions, and front-line teams delivering the experience.
And now, as a Partner at The Foundation, I get to help organisations around the world with their strategy, proposition, and customer experience questions, sharing a few thoughts on the things I learn with The Guardian, Management Today, and WARC (as well as with a fairly underwhelming Twitter following).
The answers usually appear by asking questions and challenging perceptions, immersing in new perspectives that might reveal annoyingly inconvenient truths, but will also lead to genuinely valuable insights, then creating around the things that have always been true and the changes that are coming in the future.
After all, as Steven Johnson once said, ‘The trick to having good ideas is not to sit around in glorious isolation and try to think big thoughts. The trick is to get more parts on the table.’
Over the past few years, I’ve also appeared regularly at Marketing and Customer Experience conferences as a speaker, a panelist, and a workshop facilitator. From these, my most popular presentations include:
- The Myth of Customer Loyalty
- The Thick End of the Wedge
- The Human Touch
- Customer Feedback Fatigue
- A How-to Guide to… Customer Experience Management