I’m variously described as a facilitator, consultant, coach, and writer, working with companies (and people) of all shapes and sizes on customer experience innovation – because the only thing that really matters is how you make people feel.
I’ve been working in and with big companies on customer experience for about 20 years, in global teams creating the strategy, innovation teams designing the propositions, and front-line teams delivering the experience.
And now I get to help organisations with their customer strategy, proposition, and experience questions, also sharing thoughts in writing with The Guardian, Management Today, and Market Leader (with a healthy dose of tweeting, too.)
The answers usually appear by asking questions and challenging perceptions, focussing on people (finding real human insights gathered from lots of different perspectives) and by writing lots of post-its (using collaborative creativity to uncover interesting connections and create exciting new ideas.) Pretty big post-its, too.
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.‘
And that pretty much sums up what I do.