The Effortless Economy
I was recently reminded of how crucial effortlessness is in creating a brilliant
customer experience, whether that company be an old dog, or a Silicon Valley pup full of new tricks…
Category: Customer Experience
Unpredictable individualism
People will choose the most useful option for them in that moment – and may choose differently every time. Welcome to the world of customer divergence.
One step back, two steps forward
It’s never been more easy to be techno-dazzled, and so never more important to understand the things that won’t change…
Teaching new dogs old tricks
Think slick Silicon Valley start-ups always trounce the analogue old guard at customer experience? Think again…
If I only had a heart…
With the rise of the robots imminent, a return to Oz can remind us about what’s at the heart of great customer experiences…
It’s Not Me, It’s You
If a customer makes a mistake, it’s the companies fault for making it possible for a mistake to be made. Welcome to Customer Experience in 2016…
Trends Reunited
So Friends Reunited is no more. But it leaves us with lessons in social networking, online stalking, and the importance of keeping an eye on the trends shaping the world we live in.
Goggles, Heartbeats, and Novelty Socks. Welcome to 2016.
The future’s made of Virtual Reality, surrounded by beard-less Hipsters and colourful socks. Here’s my summary of the 2016 trends reports…
