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 big companies on customer experience innovation – 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 growth 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, because 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.’
This means really understanding people (finding real human insights gathered from lots of different perspectives) and writing lots of post-its (using collaborative creativity to uncover interesting connections and create exciting new ideas.)
Pretty big post-its, too.
And I’d love you to subscribe to my blog to get new thoughts sent to you on an infrequent basis, and find me on twitter @johnJsills